Customer Service Representative (Bi-Lingual in Spanish)

Dutech Systems Inc.; Boston (MA); On-site; USD 40,000 - 50,000; Full time

Job summary

A customer service provider is seeking a dedicated Customer Service Representative in Boston. This role focuses on supporting transit customers with a variety of fare-related inquiries through various channels including phone, email, and chat. The ideal candidate must have at least 3 years of experience in a busy customer service environment, possess strong communication and problem-solving skills, and be able to work flexible hours. Familiarity with CRM systems and a calm demeanor under pressure are essential for this position.

Qualifications

• Minimum 3 years of customer service experience in a high-volume environment.
• Proficiency in CRM tools or database applications preferred.
• Ability to work flexible shifts, including weekends.

Responsibilities

• Provide assistance to customers via phone, email, chat, text, and web forms.
• Resolve issues related to fares, passes, and card registrations.
• Research and investigate issues using internal tools.

Skills

Strong communication skills

Problem-solving abilities

Conflict resolution skills

Organizational skills

Multitasking abilities

Bilingual skills (Spanish or other languages)

Education

High School Diploma or GED

Tools

Microsoft Office (Word, Excel)

CRM systems (IRIS/HEAT)

Job description

We are seeking a dedicated and customer-focused Customer Service Representative to support transit customers with fare-related inquiries and issues. This role involves handling customer interactions across multiple channels including phone, email, chat, and web-based platforms. The ideal candidate will have strong communication skills, problem-solving abilities, and experience in a high-volume customer service environment.

Key Responsibilities:

• Provide assistance to customers via phone, email, chat, text, and web forms
• Resolve issues related to fares, passes, and card registrations (e.g., Charlie Cards)
• Handle escalations from the call center involving complex customer concerns
• Research and investigate issues using internal tools such as Customer Administration Tool (CAT) and CRM systems (IRIS/HEAT)
• Track and manage customer inquiries from receipt through resolution
• Communicate updates and final resolutions clearly to customers
• Collaborate with internal departments to resolve customer concerns efficiently
• Document all interactions accurately in CRM systems
• Identify trends in customer issues and report findings to management
• Maintain knowledge of company policies, fare rules, and procedures

Required Qualifications:

• High School Diploma or GED
• Minimum 3 years of customer service experience in a high-volume environment
• Strong communication, problem-solving, and conflict resolution skills
• Excellent organizational and multitasking abilities
• Proficiency in Microsoft Office (Word, Excel) or similar tools
• Ability to work flexible shifts, including weekends

Preferred Qualifications:

• Previous call center experience
• Bilingual skills (Spanish or other languages) highly preferred
• Familiarity with transit systems or public transportation services
• Experience using CRM tools or database applications