Fares Call Center Representative

LinQ Global Group; Quincy (MA); Hybrid; USD 25,000 - 30,000; Part time

Job summary

LinQ Global Group seeks a Fares Call Center Representative in Quincy, MA, on a 6-month contract with potential extension. Flexible/hybrid work arrangements are available.

You will handle fare-related inquiries via multiple channels, resolve issues using CAT and MBTA IRIS/HEAT systems, and contribute to timely customer resolutions. The role requires strong English and Spanish communication, prior call center experience, and proficiency with standard office software.

Qualifications

• High school or GED required with experience in handling high-volume customer inquiries.
• Bilingual English/Spanish is highly preferred.
• Experience with call centers and customer service discipline is essential.

Responsibilities

• Handle escalations from the Call Center regarding fare related issues.
• Research and investigate customer issues using the CAT tool.
• Apply solutions in CAT to resolve issues.
• Assist customers with Charlie card registration.
• Communicate progress of issue resolution verbally or in writing.
• Track issues from receipt to completion using CAT and IRIS/HEAT.
• Use CRM IRIS/HEAT to document issues and route to appropriate departments.
• Identify trends in fares and report to the appropriate departments.
• Respond to customers with resolution via letter, phone, text, chat or email.

Skills

Call Center Experience

Bilingual English/Spanish

Customer Service

Microsoft Word

Microsoft Excel

Education

High School Diploma or GED

Job description

Job Title: Fares Call Center Representative

Location: Quincy, MA, 02171(Flexible/Hybrid)

Type: 6 months contract (Potential for Extension)

Job Summary

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. This role is flexible/hybrid.

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.
  
• 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 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/ Skill Required / Desired Amount of Experience

• Call Center Experience Required
  
• Bi-Lingual Highly desired
  

Equal Opportunity Employer, including disabled and veterans.