BCforward is currently seeking a highly motivated Call Center Representative for an opportunity in Boston, MA!

Position Title: Call Center Representative

Location: Boston, MA

Anticipated Start Date: ASAP

Please note this is the target date and is subject to change. BCforward will send official notice ahead of a confirmed start date.

Expected Duration: 12 Months with strong possibility of extension

Job Type: [FULL TIME (>=40 HRS WEEKLY)], [CONTRACT], [ON-SITE]

Pay Range: [$25/hr] – [$28.50/hr]

Please note that actual compensation may vary within this range due to factors such as location, experience, and job responsibilities, and does not encompass additional non-standard compensation (e.g., benefits, paid time off, per diem, etc.).

Job Description:

Duties Responsibilities
• Handle escalations from the Call Center regarding complex issues or difficult customers involving fare related issues.
• Research and investigate customer issues using the Customer Administration tool CAT.
• Apply the appropriate solutions in the CAT tool to resolve customer issues.
• Assist customers with registration of Charlie cards.
• 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 by tracking issues from receipt to completion using the Customer Administration Tool CAT and the MBTA Customer Relations Management System IRIS/HEAT.
• 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.
• Identify trends in fares employee service and maintenance issues and report to the appropriate departments.
• Reports to the Manager escalated issues related to fares and passes.
• Ability to 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.
• Performs all other duties and projects that may be assigned.
Minimum Requirements Qualifications:
• A high school diploma or GED with three 3 years experience in customer service responding to high call volume of customer inquiries.
• 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 in English and /or Spanish.
• Be available to work shifts Monday-Friday between the hours of 6:15AM-8:00PM and Saturday-Sunday 8:00AM-4:00PM.
• Ability to use Word Excel or Database Applications.
Substitutions
• An associates degree from an accredited institution with one 1 year related service.
Preferred Experience and Skills
• Previous experience in a call center environment.

Benefits:

BCforward offers all eligible employees a comprehensive benefits package including, but not limited to major medical, HSA, dental, vision, employer-provided group life, voluntary life insurance, short-term disability, long-term disability, and 401k.

About BCforward:

Founded in 1998 on the idea that industry leaders needed a professional service, and workforce management expert, to fuel the development and execution of core business and technology strategies, BCforward is a Black-owned firm providing unique solutions supporting value capture and digital product delivery needs for organizations around the world. Headquartered in Indianapolis, IN with an Offshore Development Center in Hyderabad, India, BCforward’s 6,000 consultants support more than 225 clients globally.

BCforward champions the power of human potential to help companies transform, accelerate, and scale. Guided by our core values of People-Centric, Optimism, Excellence, Diversity, and Accountability, our professionals have helped our clients achieve their strategic goals for more than 25 years. Our strong culture and clear values have enabled BCforward to become a market leader and best in class place to work.

BCforward is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, or protected veteran status and will not be discriminated against based on disability.

To learn more about how BCforward collects and uses personal information as part of the recruiting process, view our Privacy Notice and CCPA Addendum. As part of the recruitment process, we may ask for you to disclose and provide us with various categories of personal information, including identifiers, professional information, commercial information, education information, and other related information. BCforward will only use this information to complete the recruitment process.

This posting is not an offer of employment. All applicants applying for positions in the United States must be legally authorized to work in the United States. The submission of intentionally false or fraudulent information in response to this posting may render the applicant ineligible for the position. Any subsequent offer of employment will be considered employment at-will regardless of the anticipated assignment duration.