Fares Call Center Representative

Pay Range: $23.89hr - $28.89hr

Job Overview:

• The organization envisions a thriving region enabled by a best-in-class transit system. The mission is to serve the public by providing safe, reliable, and accessible transportation. Core values are built around safety, service, equity, and sustainability, and each employee performs their roles based on this vision, mission, and values. This includes attendance, participation, and contribution in local safety committee meetings as needed. This Fares Call Center Representative role has potential to be extended.
• The candidate provides information and assistance to customers via telephone, email, letter, chat, text, and web-based forms. This includes resolving issues related to fares and transit cards. This role is flexible/hybrid.

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.
• Assist customers with registration of transit cards.
• Responsible for knowing organization 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 internal 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.

Requirements:

• A high school diploma or GED with 3+ years of 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.
• Strong verbal and written communication skills.
• 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.

Substitutions:

An associate's degree from an accredited institution with 1+ years of related service.

Preferred Experience and Skills:

• Previous experience in a call center environment.
• Candidates with multi-lingual skills.
• Knowledge of the local transit system and experience riding the transit system is a plus.