Customer Service Representative (Bi-Lingual in Spanish)
Dutech Systems, Boston, MA, United States
Location
Boston,MA
Job Information Date Posted: 4/1/2026 3:21:48 PM
Job Number: DTS1017187668
Job Type: Contract
Skills: Customer Service, Call Center Operations, CRM Tools (IRIS/HEAT), Problem Solving, Conflict Resolution, Communication Skills, Multitasking, Time Management, Data Entry, Microsoft Office, Customer Support
Job Description We are seeking a dedicated and customer-focused Customer Service Representative to support transit customers with fare‑related inquiries and issues. This role involves handling customer interactions across multiple channels including phone, email, chat, and web‑based platforms. The ideal candidate will have strong communication skills, problem‑solving abilities, and experience in a high‑volume customer service environment.
Key Responsibilities
Provide assistance to customers via phone, email, chat, text, and web forms
Resolve issues related to fares, passes, and card registrations (e.g., Charlie Cards)
Handle escalations from the call center involving complex customer concerns
Research and investigate issues using internal tools such as Customer Administration Tool (CAT) and CRM systems (IRIS/HEAT)
Track and manage customer inquiries from receipt through resolution
Communicate updates and final resolutions clearly to customers
Collaborate with internal departments to resolve customer concerns efficiently
Document all interactions accurately in CRM systems
Identify trends in customer issues and report findings to management
Maintain knowledge of company policies, fare rules, and procedures
Required Qualifications
High School Diploma or GED
Minimum 3 years of customer service experience in a high‑volume environment
Strong communication, problem‑solving, and conflict resolution skills
Excellent organizational and multitasking abilities
Proficiency in Microsoft Office (Word, Excel) or similar tools
Ability to work flexible shifts, including weekends
Preferred Qualifications
Previous call center experience
Bilingual skills (Spanish or other languages) highly preferred
Familiarity with transit systems or public transportation services
Experience using CRM tools or database applications
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Job Information Date Posted: 4/1/2026 3:21:48 PM
Job Number: DTS1017187668
Job Type: Contract
Skills: Customer Service, Call Center Operations, CRM Tools (IRIS/HEAT), Problem Solving, Conflict Resolution, Communication Skills, Multitasking, Time Management, Data Entry, Microsoft Office, Customer Support
Job Description We are seeking a dedicated and customer-focused Customer Service Representative to support transit customers with fare‑related inquiries and issues. This role involves handling customer interactions across multiple channels including phone, email, chat, and web‑based platforms. The ideal candidate will have strong communication skills, problem‑solving abilities, and experience in a high‑volume customer service environment.
Key Responsibilities
Provide assistance to customers via phone, email, chat, text, and web forms
Resolve issues related to fares, passes, and card registrations (e.g., Charlie Cards)
Handle escalations from the call center involving complex customer concerns
Research and investigate issues using internal tools such as Customer Administration Tool (CAT) and CRM systems (IRIS/HEAT)
Track and manage customer inquiries from receipt through resolution
Communicate updates and final resolutions clearly to customers
Collaborate with internal departments to resolve customer concerns efficiently
Document all interactions accurately in CRM systems
Identify trends in customer issues and report findings to management
Maintain knowledge of company policies, fare rules, and procedures
Required Qualifications
High School Diploma or GED
Minimum 3 years of customer service experience in a high‑volume environment
Strong communication, problem‑solving, and conflict resolution skills
Excellent organizational and multitasking abilities
Proficiency in Microsoft Office (Word, Excel) or similar tools
Ability to work flexible shifts, including weekends
Preferred Qualifications
Previous call center experience
Bilingual skills (Spanish or other languages) highly preferred
Familiarity with transit systems or public transportation services
Experience using CRM tools or database applications
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