812417 Call Center Representative (Fares / Customer Support) – Quincy, MA | Hybrid

Location: Quincy (Onsite with hybrid flexibility)
Client: Massachusetts Department of Transportation
Job Type: 6-Month Contract
Schedule: 40 hours/week (Monday–Friday + shift flexibility)

About the Role

We are seeking a detail-oriented Call Center Representative to support fare-related customer inquiries, including CharlieCard registration, fare issues, and account assistance.

You will provide multi-channel customer support (phone, email, chat, and text) while using internal systems to track, investigate, and resolve customer issues efficiently.

Key Responsibilities

• Handle high-volume inbound customer inquiries across phone, email, chat, and web forms
• Resolve fare-related issues and escalations with professionalism and accuracy
• Assist customers with CharlieCard registration and account support
• Research and investigate issues using Customer Administration Tool (CAT)
• Track and resolve cases using CRM systems (IRIS/HEAT)
• Communicate updates and resolutions clearly via phone, email, or written correspondence
• Collaborate with internal departments to ensure timely issue resolution
• Identify trends in customer issues and escalate to management

Required Qualifications

• High School Diploma or GED
• 3+ years of customer service experience in a high-volume environment
• Strong communication and problem-solving skills
• Ability to multi-task and manage time effectively
• Proficiency in Microsoft Word, Excel, and database systems
• Ability to work flexible shifts

Preferred Qualifications

• Previous call center or contact center experience
• Experience with CRM systems (IRIS, HEAT, or similar tools)
• Bilingual or multilingual skills (English/Spanish preferred)
• Familiarity with public transportation systems such as MBTA

Work Environment & Schedule

• Hybrid role with onsite requirements in the Boston/Quincy area
• Must be available to work shifts between:
  • Monday–Friday: 6:15 AM – 8:00 PM
  • Weekends: 8:00 AM – 4:00 PM (as needed)
• Must successfully complete required training program