Fares Call Center Representative

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At the MBTA, we envision a thriving region enabled by a best-in-class transit system. Our mission is to serve the Public by providing safe, reliable, and accessible transportation. MBTA's core values are built around safety, service, equity, and sustainability and each employee that works for the MBTA performs their roles based on our vision, mission, and values. This includes attendance, participation, and contribution in local safety committee meetings as needed.

Job Summary

• Provides information and assistance to customers via telephone, email, letter, chat, text, and web-based forms. This includes resolving issues related to fares and Charlie Cards. This role is flexible/hybrid.

Duties & Responsibilities

• Handle escalations from the Call Center regarding complex issues or difficult customers involving fare related issues.
• Research and investigate customer issues using the Customer Administration tool (CAT).
• Apply the appropriate solutions in the CAT tool to resolve customer issues.
• Assist customers with registration of Charlie cards.
• Responsible for knowing MBTA policies and Fare Tariff.
• Communicate verbally or in writing the progress of issue resolution.
• Provide customers with timely and accurate responses to issues by tracking issues from receipt to completion using the Customer Administration Tool (CAT) and the MBTA Customer Relations Management System (IRIS/HEAT).
• Work with MBTA departments to research and resolve issues in a timely manner.
• Respond to customers with a resolution via letter, phone, text, chat or email.
• Utilize CRM (IRIS/HEAT) to ensure issues and inquiries are documented properly and routed to the appropriate departments for resolution.
• Identify trends in fares, employee, service, and maintenance issues and report to the appropriate departments.
• Reports to the Manager escalated issues related to fares and passes.
• Ability to read and understand training materials, enforcement policies, rules and regulations, and safety rules/directives.
• Highly organized and detail oriented.
• Be available to work all shifts and/or locations as assigned or directed.
• Ability to complete and pass required training program by the end of the probation period.
• Performs all other duties and projects that may be assigned.

Minimum Requirements & Qualifications

• A high school diploma or GED with three (3) years' experience in customer service responding to high call volume of customer inquiries.
• Effective organizational, time management, analytical and multi-tasking skills.
• Strong personal and problem-solving skills, to be informative, patient, tactful, diplomatic, respectful, unbiased, and ethical.
• Excellent customer service, conflict resolution, reading, writing, speaking and comprehension skills in English and /or Spanish.
• Be available to work shifts Monday-Friday, between the hours of 6:15AM-8:00PM and Saturday-Sunday, 8:00AM-4:00PM.
• Ability to use Word, Excel, or Database Applications.

Substitutions

• An associate's degree from an accredited institution with one (1) year related service.

Preferred Experience and Skills

• Previous experience in a call center environment.
• Candidates with bilingual and/or multi-lingual skills.
• Knowledge of the MBTA system and experience riding the MBTA a plus.

Required / Desired Skills

Required / Desired

Amount

of Experience

Call Center Experience

Required

Bi-Lingual

Highly desired

Knowledge of MBTA Transit Systems Ie: Customer/ Rider

Required

Job Type: Contract

Pay: $21.59 - $28.00 per hour

Experience:

• Call center: 2 years (Preferred)
• Customer service: 1 year (Preferred)
• Bilingual: 1 year (Preferred)
• Knowledge of MBTA Transit Systems Ie: Customer/ Rider: 1 year (Preferred)

Ability to Relocate:

• Boston, MA 02108: Relocate before starting work (Preferred)

Work Location: In person