Dutech’s Job

• Provides information and assistance to customers via telephone, email, letter, chat, text, and web-based forms. This includes resolving issues related to fares and Charlie Cards.

RATE: $25.78 - $28.89 Per Hour On W2

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.
• Assist customers with registration of Charlie cards.
• Responsible for knowing MBTA 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 MBTA Customer Relations Management System (IRIS/HEAT).
• Work with MBTA 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.

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.
• Ability to use Word, Excel, or Database Applications.

Substitutions
• An associate’s degree from an accredited institution with one (1) year related service.

Preferred Experience and Skills
• Previous experience in a call center environment.
• Candidates with bilingual and/or multi-lingual skills.
• Knowledge of the MBTA system and experience riding the MBTA a plus.

Required / Desired Skills

Call Center Experience: Required

Bi-Lingual: Highly Desired

Knowledge of MBTA Transit Systems Ie: Customer/ Rider: Required