Fares Support Specialist - Hybrid Call Center

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

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.