BCforward is currently seeking a highly motivated Supervisor of Fares Call Center in Boston, MA 02116
Position Title: Supervisor of Fares Call Center
Location: Boston, MA 02116
Shift Timing: Mon - Friday
Anticipated start date: 1 to 2 Weeks
Duration: 12 Months contract and the possibility to be extended the contract.
Pay Rate: $35.00 - $36.00 on W2
Job Summary:
- Provides information and assistance to customers via telephone email letter chat text and web-based forms.
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 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 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.
- 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 associates degree from an accredited institution with one 1 year related service.
- Preferred Experience and Skills
- Previous experience in a call center environment
Job Types: Full-time, Contract
Pay: $35.00 - $36.00 per hour
Expected hours: 40 per week
Benefits:
- 401(k) matching
- Dental insurance
- Flexible schedule
- Health insurance
- Vision insurance
Schedule:
- 8 hour shift
- Day shift
- Monday to Friday
- Weekends as needed
People with a criminal record are encouraged to apply
Work Location: Hybrid remote in Boston, MA 02116