Transit Customer Support Specialist - Multichannel & Problem Solver

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

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.