About us

We are professional and agile. DFS values it's employees. We believe communication and transparency are key to maintaining relationships with our employees.

Our work environment includes:

• Relaxed office setting
• Benefits are paid for by DFS

Customer Service Center Representative

Location: NJ – Jersey City

Experience: ≥2 years of Customer Service Call Center capacity high volume.

Clearance Level: None

Job ID: DSFS0042

Overview: DFS is seeking a talented candidate to provide support to the PATH Revenue Operations Unit. Personnel will serve as the initial point of contact for PATH riders who require support, utilizing specific support procedures and troubleshooting tools. The main responsibility of this role is to resolve problems and issues of incoming phone calls and emails from PATH customers. The Customer Service Center Representative will also assist customers with setting up or editing their Customer Service Center account and/or PATH Contactless payment system (PCPS) web account management activities. Additionally, the Customer Service Center Representative will initiate claims for all rider reported issues, verify and follow-up to ensure a satisfactory resolution.

Job Description/Primary Responsibilities:

 Provide customer support functions via telephone, email and other contact methods while maintaining a detailed log of each inquiry received and responses.

 Register reduced fare, employee, retiree, spouse, contractor, and full-fare cards, inputting data from various forms into the central database and (PCPS) website using a computer workstation, provided by PATH.

 Respond to cardholder claims of lost or malfunctioning cards, process card replacement requests and ensure all relevant information is updated in the central database.

 Research all cardholder claims from ticket vending machines. Upon confirmation or denial of requests, inform cardholders of appropriate action to be taken.

 Process and input all new and replacement web orders in accordance with procedures outlined in the training manual.

 Maintain excel spreadsheets as needed.

 Assist in the investigation of all incomplete/lost auto-load transactions, refund requests for service disruptions, multiple deductions and expired products providing detailed analysis for PATH Supervisor to determine resolution.

 Process product refunds by encoding product using the central database for adding or removing value to account. Perform monetary refunds for special circumstances via PATH website, according to refund matrix and established guidelines.

 Monitor all incomplete or missing transactions providing supporting details to Team Lead to determine resolution.

 Advise passengers of any PCPS technical issues and necessary actions. Desired Skills:  Ability to hold self and others accountable for high-quality, timely, and effective results.

 Demonstrates ability to engage in a direct and truthful manner; ability to present accurate and appropriate information and keep fare benefits information strictly confidential.

 Demonstrated commitment to meeting the needs of internal and external clients; ability to strive for high level of satisfaction.

 Strong ability to cooperate and work collaboratively toward solutions that generally benefit all involved parties.

 Demonstrated ability to hold information confidential with excellent judgment.

 Demonstrates ability to maintain high-level and consistent work ethic in working relationships and all work-related duties.

 Strong verbal and written communication skills.

 Strong administrative skills, including strict attention to detail and accuracy.

 Excellent organizational, prioritizing and time management skills.

 Ability to provide excellent customer service and work well in teams to establish and maintain effective working relationships.

 Ability to adapt to changing work environments.

 Proven ability to problem-solve using analytical and reasoning skills.

 Ability to learn processes quickly for more efficient and effective results.

 Prior financial services or banking experience preferred.

 Proficient in Microsoft Office Suite/ Intermediate Excel.

 Proficiency with computers, technology/software applications.

 Strong written, and verbal, interpersonal, and listening communication skills.

 Ability to work independently. Ability to remain calm; maintain correct professional posture in high pressured/ stressful customer facing situations.

 Communication and coordination with colleagues for collaborative team effort.

 Experience working with customer support.

 Provides accurate structure of product knowledge for a more informed and strategic customer purchase.  Prior CRM experience is preferred, but not required.

 Shift schedules may vary and are subject to change based on customer service need.

Job Type: Full-time

Pay: From $20.87 per hour

Expected hours: 40 per week

Benefits:

• 401(k)
• Dental insurance
• Flexible schedule
• Health insurance
• Paid time off
• Vision insurance

Shift:

• 8 hour shift
• Day shift

Ability to Commute:

• Jersey City, NJ 07306 (Preferred)

Ability to Relocate:

• Jersey City, NJ 07306: Relocate before starting work (Preferred)

Work Location: In person