Fares Call Center Representative

Job Title: Fares Call Center Representative (Hybrid)

Duration: 6 months with possible extension

Location: Qunicy, MA. 02171

Pay Rate: $26 - $28.68 hourly on W2

Shift: 5 days a week Monday - Friday

JOB SUMMARY

Short Description:

Complete Description:

Job Summary
* Provides information and assistance to customers via telephone, email, letter, chat, text, and web-based forms.
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.
* 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.

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.

Dexian stands at the forefront of Talent + Technology solutions with a presence spanning more than 70 locations worldwide and a team exceeding 10,000 professionals. As one of the largest technology and professional staffing companies and one of the largest minority-owned staffing companies in the United States, Dexian combines over 30 years of industry expertise with cutting-edge technologies to deliver comprehensive global services and support.

Dexian connects the right talent and the right technology with the right organizations to deliver trajectory-changing results that help everyone achieve their ambitions and goals.To learn more, please visit https://dexian.com/.

Dexian is an Equal Opportunity Employer that recruits and hires qualified candidates without regard to race, religion, sex, sexual orientation, gender identity, age, national origin, ancestry, citizenship, disability, or veteran status.