What are the responsibilities and job description for the Fares Call Center Representative position at Resource Logistics?
Job Description
Handle escalations from the Call Center regarding complex issues or difficult customers involving fare related issues.
ReseClienth 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 Clients to reseClienth 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 Clients for resolution.
Identify trends in fares, employee, service, and maintenance issues and report to the appropriate Clients.
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.
