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 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.
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.