Job Description
Job Description
Job Description
- Answer incoming customer support requests and provide accurate, satisfactory answers to their queries and concerns
- De-escalate situations involving dissatisfied customers, offering patient assistance and support.
- Follow all established Contact Center policies, procedures, and written/verbal instructions.
- Ensure all assigned issues and tasks are updated and resolved as efficiently and as quickly as possible within the program guidelines
- Initiate outbound follow-up calls as necessary.
- Maintain quality performance standard metrics.
- Navigate and accurately record notes and create cases using a CRM.
- Collaborate with other call center professionals to improve customer service.
- Provides mentorship to new hires.
- Processes web, email, and chat correspondence.
- Bi-lingual/Spanish preferred
Minimum Requirements
- 1 year of related experience.
Respond to inquiries (phone, email, chat, in-person) in English (and often Spanish), offering help with routes, schedules, fares, delays, transfers, station/stop info, and lost-and-found items
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Use company systems (Control Center tools) to track vehicles, monitor delays, and relay up-to-the-minute service info
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Maintain and distribute materials, like paper and digital schedules, maps, brochures, and other transit literature
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Announce station/service updates using public address systems, especially in Regional Rail or major stations
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Handle lost-and-found inquiries daily—logging, tagging, and assisting customers in retrieving lost items
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Record customer feedback (complaints, commendations, suggestions) into CRM systems; analyze trends to propose improvements
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Represent company at public events, provide service info, and support special outreach initiatives
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Support safety and maintenance, reporting hazards, station issues, or damaged facilities as needed
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Perform various administrative tasks, like mailing out materials, clerical duties, and assisting supervisors
Qualifications:
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Education & Experience:
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High school diploma or equivalent; associate's degree may be preferred
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Several years of customer service or contact center experience.
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For bilingual roles, proficiency in Spanish is required
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Experience with CRM systems and data entry (e.g., VERITAS) .
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Technical & Analytical Abilities:
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Map and schedule reading skills; comfort navigating desktop transit systems
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Strong Microsoft Office skills, including Outlook, Excel, and scheduling tools .
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Analytical edge to spot trends and propose improvements
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Communication Skills:
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Excellent verbal clarity—for phone, chat, PA announcements, and in-person interaction
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Strong written communication, especially for email and CRM entries .
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Customer-first mindset—polite, patient, and effective in problem-solving .
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Other Competencies:
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Reliable attendance record; ability to work varied shifts (evenings, weekends, holidays)
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Commitment to safety protocols and vigilant attention to security hazards
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