Customer Service Rep

The Customer Service Representative (CSR) serves as the primary point of contact for customers in a call center environment. This role is responsible for delivering exceptional service managing transactions resolving inquiries and ensuring adherence to company policies service standards and performance metrics.

Essential Duties and Responsibilities

Respond to incoming customer calls promptly and courteously to ensure a positive service experience.
Process customer transactions including payments refunds and account updates with accuracy and professionalism.
Accurately document customer interactions transactions and relevant data in the system to maintain high data integrity.
Address customer questions troubleshoot issues and escalate complex cases when necessary to ensure timely and effective resolution.
Provide clear and accurate information regarding products fare media programs and related services.
Ensure compliance with company policies regulatory requirements and internal procedures including proper recordkeeping.
Meet or exceed established KPIs including call handling time first-call resolution and transaction accuracy while maintaining superior service quality.

Background and Experience

High school diploma or equivalent required.
Previous customer service experience preferably in a call center retail or high-volume service environment is strongly preferred.
Strong communication problem solving and interpersonal skills with the ability to manage challenging situations professionally.
Proficiency in computer systems and data entry; experience using CRM or call center platforms is a plus.
Availability to work extended hours weekends or holidays based on business needs.

Employment follows an equal opportunity employment policy in all aspects of employment and employs personnel without regard to race creed color religion national origin gender sexual orientation age physical or mental disability veteran status marital status or any other consideration made unlawful by federal state or local law ordinance or regulation. Employment complies with the Americans with Disabilities Act and other applicable laws ensuring equal employment opportunities to qualified individuals with a disability reasonable accommodations are made for the known physical or mental limitations of an otherwise qualified individual with a disability unless hardship direct threat to health or safety or other job-related consideration exists.