Transit & ADA Customer Support Specialist

Montachusett Regional Transit Authority; Fitchburg (MA); On-site; USD 23,000 - 28,000; Full time

Job summary

Montachusett Regional Transit Authority is seeking a Customer Service Support Agent in Fitchburg, MA to handle inbound calls, schedule transportation for ADA, COA, VETS, Students and Subscription Service clients, and distribute monthly passes. The role emphasizes high-quality, face-to-face customer service and accurate record-keeping.

The candidate should have a High School diploma, strong listening/communication skills, and the ability to handle PHI/HIPAA confidential information.

Qualifications

• High School Diploma or equivalent required.
• Prior call center experience preferred.
• Excellent listening and communication skills both written and verbal.
• Must maintain confidentiality of PHI and HIPAA.
• Must have reliable means of transportation to work.

Responsibilities

• Answers inbound calls courteously and professionally to assist customers with transportation inquiries.
• Schedules, changes, cancels and confirms transportation using CRM software.
• Documents customer transportation details, inquiries, requests, comments, complaints and actions taken.
• Provides follow up calls to customers as necessary.
• Greets customers entering establishment and assists with inquiries or directs to destinations.
• Distributes monthly bus passes and creates/approves monthly subscription payments.
• Processes ADA applications and sends approval letters.
• Performs clerical duties such as faxing, copying, emailing, filing.
• Sorts and enters PT1 forms into consumer database.
• Advises customers on transportation service selections and reviews schedules.
• Collaborates with dispatchers to resolve issues or change or cancel trips.

Skills

Telephone etiquette

Active listening

Confidentiality

Critical thinking

Adaptability

Teamwork

Education

High School diploma or equivalent

Tools

CRM software

Job description

Montachusett Regional Transit Authority is seeking a Customer Service Support Agent in Fitchburg, MA to handle inbound calls, schedule transportation for ADA, COA, VETS, Students and Subscription Service clients, and distribute monthly passes. The role emphasizes high-quality, face-to-face customer service and accurate record-keeping.

The candidate should have a High School diploma, strong listening/communication skills, and the ability to handle PHI/HIPAA confidential information.