Fares Call Center Representative

Job Title: Fares Call Center Representative
Location: Quincy, MA 02171 (Flexible/Hybrid)
Job Type: 6-Month Contract (Potential Extension)

• Monday-Friday: 6:15 AM - 8:00 PM
• Saturday-Sunday: 8:00 AM - 4:00 PM
  (Must be available for assigned shifts)

Job Overview

We are hiring a Fares Call Center Representative to support customers with fare inquiries and CharlieCard services. This role handles complex customer issues through phone, email, text, and web-based channels while delivering high-quality customer service aligned with safety, service, equity, and sustainability standards.

Key Responsibilities

• Provide accurate information and technical support regarding fares and CharlieCard registration
• Resolve escalated and complex fare-related issues
• Research and investigate customer disputes using Customer Administration Tool (CAT)
• Apply account corrections and technical solutions within CAT
• Maintain working knowledge of MBTA policies and Fare Tariff guidelines
• Track and document inquiries using IRIS/HEAT CRM system
• Communicate issue resolution updates clearly via phone and written correspondence
• Collaborate with internal departments to resolve cross-functional service issues
• Identify and report fare or service trends to management
• Participate in safety initiatives and complete required training within probation period

Required Qualifications

• High School Diploma or GED (Associate’s degree with 1+ year experience accepted)
• 3+ years of experience in high-volume call center or customer service environments
• Strong knowledge of MBTA transit systems and rider experience
• Proficiency in Microsoft Office (Word, Excel, databases/CRM systems)
• Strong analytical, problem-solving, and conflict resolution skills
• Excellent verbal and written communication skills in English
• Ability to work flexible shifts, including weekends

Preferred Qualifications

• Bilingual (Spanish or other languages preferred)
• Prior experience in transit systems or public transportation call centers
• Personal familiarity with MBTA services

This position requires strong multitasking ability, attention to detail, and a customer-focused mindset in a fast-paced call center environment.