Fares Call Center Representative
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Job Location:
Quincy, WA - USA
Monthly Salary:
Not Disclosed
Posted on:
Yesterday
Vacancies:
1 Vacancy
Job Summary
Job Title: Fares Call Center Representative
Location: Quincy MA 02171 (Flexible/Hybrid)
Job Type: 6-Month Contract (Potential Extension)
Schedule:
- Monday-Friday: 6:15 AM - 8:00 PM
- Saturday-Sunday: 8:00 AM - 4:00 PM
(Must be available for assigned shifts)
Job Overview
We are hiring a Fares Call Center Representative to support customers with fare inquiries and CharlieCard services. This role handles complex customer issues through phone email text and web-based channels while delivering high-quality customer service aligned with safety service equity and sustainability standards.
Key Responsibilities
- Provide accurate information and technical support regarding fares and CharlieCard registration
- Resolve escalated and complex fare-related issues
- Research and investigate customer disputes using Customer Administration Tool (CAT)
- Apply account corrections and technical solutions within CAT
- Maintain working knowledge of MBTA policies and Fare Tariff guidelines
- Track and document inquiries using IRIS/HEAT CRM system
- Communicate issue resolution updates clearly via phone and written correspondence
- Collaborate with internal departments to resolve cross-functional service issues
- Identify and report fare or service trends to management
- Participate in safety initiatives and complete required training within probation period
Required Qualifications
- High School Diploma or GED (Associates degree with 1 year experience accepted)
- 3 years of experience in high-volume call center or customer service environments
- Strong knowledge of MBTA transit systems and rider experience
- Proficiency in Microsoft Office (Word Excel databases/CRM systems)
- Strong analytical problem-solving and conflict resolution skills
- Excellent verbal and written communication skills in English
- Ability to work flexible shifts including weekends
Preferred Qualifications
- Bilingual (Spanish or other languages preferred)
- Prior experience in transit systems or public transportation call centers
- Personal familiarity with MBTA services
This position requires strong multitasking ability attention to detail and a customer-focused mindset in a fast-paced call center environment.
Required Skills:
Call Center Operator
