Fares Call Center Representative - NR Consulting LLC

Boston, MA 02116

About the Job

Job Title: Fares Call Center Representative
Location: Boston, MA 02116
Duration: 05+ Months

Summary:

Call Center Representative to support Fare Transformation Initiatives.
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 department 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 client Customer Relations Management System (IRIS/HEAT).
Work with client 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.

Source : NR Consulting LLC