Fares Call Center Representative
Cynet systems Inc, Quincy, MA, United States
Job Overview
Pay Range: $23.89/hr – $28.89/hr
Responsibilities
Handle escalations from the call center related to complex fare issues and challenging customer interactions.
Research and investigate customer concerns using internal customer administration tools.
Apply appropriate solutions to resolve customer issues effectively.
Assist customers with registration and support for fare cards.
Maintain knowledge of fare policies, procedures, and regulations.
Communicate updates on issue resolution clearly through verbal and written channels.
Track and manage customer issues from initiation to resolution using CRM systems.
Collaborate with internal departments to resolve issues in a timely manner.
Respond to customers via phone, email, chat, or written communication.
Ensure all interactions and resolutions are properly documented and routed.
Identify trends in customer issues and report findings to appropriate teams.
Escalate critical issues to management as required.
Follow organizational policies, safety rules, and operational procedures.
Maintain a high level of organization and attention to detail.
Be flexible to work various shifts and locations as required.
Successfully complete required training programs.
Requirements
High school diploma or GED with 3 years of customer service experience handling high call volumes.
Strong organizational, time management, and multitasking skills.
Excellent problem-solving and interpersonal skills.
Ability to communicate professionally, patiently, and effectively.
Strong reading, writing, and verbal communication skills.
Proficiency in Microsoft Word, Excel, or database applications.
Responsibilities (Detailed)
Manage escalated customer issues related to fares and services.
Investigate and resolve customer complaints efficiently.
Document and track all customer interactions and resolutions.
Coordinate with internal teams for issue resolution.
Provide accurate and timely responses to customers.
Monitor trends and report recurring issues to management.
Should Have
Experience working in a call center environment.
Bilingual or multilingual communication skills.
Familiarity with public transportation systems.
Skills
Customer service and conflict resolution skills.
Strong communication and interpersonal abilities.
Attention to detail and organizational skills.
Ability to work in a fast-paced environment.
Analytical and problem-solving skills.
Qualification And Education
High school diploma or GED required.
Associate’s degree with relevant experience preferred.
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Responsibilities
Handle escalations from the call center related to complex fare issues and challenging customer interactions.
Research and investigate customer concerns using internal customer administration tools.
Apply appropriate solutions to resolve customer issues effectively.
Assist customers with registration and support for fare cards.
Maintain knowledge of fare policies, procedures, and regulations.
Communicate updates on issue resolution clearly through verbal and written channels.
Track and manage customer issues from initiation to resolution using CRM systems.
Collaborate with internal departments to resolve issues in a timely manner.
Respond to customers via phone, email, chat, or written communication.
Ensure all interactions and resolutions are properly documented and routed.
Identify trends in customer issues and report findings to appropriate teams.
Escalate critical issues to management as required.
Follow organizational policies, safety rules, and operational procedures.
Maintain a high level of organization and attention to detail.
Be flexible to work various shifts and locations as required.
Successfully complete required training programs.
Requirements
High school diploma or GED with 3 years of customer service experience handling high call volumes.
Strong organizational, time management, and multitasking skills.
Excellent problem-solving and interpersonal skills.
Ability to communicate professionally, patiently, and effectively.
Strong reading, writing, and verbal communication skills.
Proficiency in Microsoft Word, Excel, or database applications.
Responsibilities (Detailed)
Manage escalated customer issues related to fares and services.
Investigate and resolve customer complaints efficiently.
Document and track all customer interactions and resolutions.
Coordinate with internal teams for issue resolution.
Provide accurate and timely responses to customers.
Monitor trends and report recurring issues to management.
Should Have
Experience working in a call center environment.
Bilingual or multilingual communication skills.
Familiarity with public transportation systems.
Skills
Customer service and conflict resolution skills.
Strong communication and interpersonal abilities.
Attention to detail and organizational skills.
Ability to work in a fast-paced environment.
Analytical and problem-solving skills.
Qualification And Education
High school diploma or GED required.
Associate’s degree with relevant experience preferred.
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