Customer Service Representative (Bi-Lingual in Spanish)

Skills:

Customer Service, Call Center Operations, CRM Tools (IRIS/HEAT), Problem Solving, Conflict Resolution, Communication Skills, Multitasking, Time Management, Data Entry, Microsoft Office, Customer Support

We are seeking a dedicated and customer-focused Customer Service Representative to support transit customers with fare-related inquiries and issues. This role involves handling customer interactions across multiple channels including phone, email, chat, and web-based platforms. The ideal candidate will have strong communication skills, problem-solving abilities, and experience in a high-volume customer service environment.

Key Responsibilities:

• Provide assistance to customers via phone, email, chat, text, and web forms
• Resolve issues related to fares, passes, and card registrations (e.g., Charlie Cards)
• Handle escalations from the call center involving complex customer concerns
• Research and investigate issues using internal tools such as Customer Administration Tool (CAT) and CRM systems (IRIS/HEAT)
• Track and manage customer inquiries from receipt through resolution
• Communicate updates and final resolutions clearly to customers
• Collaborate with internal departments to resolve customer concerns efficiently
• Document all interactions accurately in CRM systems
• Identify trends in customer issues and report findings to management
• Maintain knowledge of company policies, fare rules, and procedures

Required Qualifications:

• High School Diploma or GED
• Minimum 3 years of customer service experience in a high-volume environment
• Strong communication, problem-solving, and conflict resolution skills
• Excellent organizational and multitasking abilities
• Proficiency in Microsoft Office (Word, Excel) or similar tools
• Ability to work flexible shifts, including weekends

Preferred Qualifications:

• Previous call center experience
• Bilingual skills (Spanish or other languages) highly preferred
• Familiarity with transit systems or public transportation services
• Experience using CRM tools or database applications