• Job Description

  Req#: 4444138
  Acts as liaison between the public and the MBTA regarding customer issues, comments, complaints, and concerns. Provides information and assistance to customers via telephone, email, letter, chat, text, and web-based forms.
  • Provide information, schedules, and trip planning itineraries to customers.
  • 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 or questions.
  • 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.
  • Escalate issues to a supervisor as necessary.
  • 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.
  • Perform all other duties and projects that may be assigned.
  Supervision
  
  • No direct reports.
  
  Additional responsibilities may include a focus on one or more departments or locations. See applicable addendum for department or location-specific functions.
  • A high school diploma or equivalent (G.E.D.) from an accredited institution.
  • One (1) year of experience in customer service responding to high call volume of customer inquiries.
  • Ability to use Word, Excel, or Database Applications.
  • 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.
  • Be available to work shifts Monday-Friday, between the hours of 6:15 AM-8:00 PM and Saturday-Sunday, 8:00 AM-4:00 PM.
  • None.
  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.

• About the company

  The Massachusetts Bay Transportation Authority is the public agency responsible for operating most public transportation services in Greater Boston, Massachusetts.

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