Title: Customer Service Representative
Duration: 12+ months contract with possibility of extension
Location : Boston, MA 02116 (Hybrid)
Pay Rate - $29/hr on W2
Responsibilities:
At the company, 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. core values are built around safety, service, equity, and sustainability and each employee that works for the 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 and 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 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 Customer Relations Management System (IRIS/HEAT).
- Work with 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.
Qualification:
- 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 .
- 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.
About US:
Founded in 2009, IntelliPro stands as a global leader in talent acquisition and HR solutions. Our commitment to delivering unparalleled service to clients, fostering employee growth, and building enduring partnerships sets us apart. With a dynamic presence in the USA, China, Canada, Singapore, Philippines, UK, India, Netherlands, and Germany, we continue to lead the way in global talent solutions.
IntelliPro, a global leader in connecting individuals with rewarding employment opportunities, is dedicated to understanding your career aspirations. As an Equal Opportunity Employer, IntelliPro values diversity and does not discriminate based on race, color, religion, sex, sexual orientation, or gender identity. national origin, age, genetic information, disability, or any other legally protected group status. Moreover, our Inclusivity Commitment emphasizes embracing candidates of all abilities and ensures that our hiring and interview processes accommodate the needs of all applicants. Learn more about our commitment to diversity and inclusivity at https://intelliprogroup.com/.
Compensation: The pay offered to a successful candidate will be determined by various factors, including education, work experience, location, job responsibilities, certifications, and more. Additionally, IntelliPro provides a comprehensive benefits package, all subject to eligibility.
Job Types: Full-time, Contract
Pay: $29.00 per hour
Expected hours: 40 per week
Benefits:
- 401(k)
- Dental insurance
- Flexible schedule
- Health insurance
- Paid time off
- Vision insurance
Experience level:
Shift:
- 8 hour shift
- Morning shift
Weekly day range:
Work setting:
- Call center
- In-person
- Office
Application Question(s):
- Are you comfortable working for 12+ months contract position with possibility of extension?
- Do you have experience within call center environment?
Work Location: In person