Customer Service Rep

About Exela

Exela is a proud sponsor of the 100,000 jobs Mission to employ America's veterans. We believe that hiring veterans is not only the right thing to do for veterans, but it's a great thing to do for our business. Our Nation's military veterans represent the best this country has to offer and they bring meaningful skills to the workplace. Additionally we are an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, national origin, age, sexual orientation, gender identification, disability or veteran status.

EOE/Minorities/Females/Veterans/Disabled

Job Description

Position Purpose:

Ideal candidate will perform customer service duties supporting the Massachusetts Bay Transit Authority call center project, including but not limited to addressing consumer inquiries (inbound consumer calls and emails) regarding MBTA schedules, fares, payment methods, disability access & route planning. The candidate should be able to update information into the MBTA's CRM application accurately, while following the SOP and displaying excellent decision making skills regarding escalation of consumer complaints.

Essential Job Duties: • Receives, evaluates & answers incoming customer calls and digital communications in a timely and professional manner• Able to utilize client website to relay information regarding schedules, routes and delays• Accurately records key call and email details into the CRM system• Applies a basic working knowledge of systems, procedures, customers and products to perform assigned functions• Participates in initial and ongoing training to improve knowledge of product, processes and procedures• May work on customer inquiries independently or in conjunction with a Customer Service Supervisor• Display's excellent communication and active listening skills• Displays excellent written communication skills including the ability to correctly spell consumer names and addresses• Follows standard procedures as set by department• Able to identify, properly document and resolve or escalate consumer complaints as per client guidelines• Ensures that data transmitted to client particularly for complaints fully and accurately describes the issue to be resolved• Follows all safety and security procedures and notifies supervisor of potential hazards promptly• Performs other duties as the business requires• Able to work assigned schedule between the hours of 6:30 am and 8:00 pm Monday through Sunday• Availability must include some mandatory weekends and holidays

Qualifications for Position• H.S. diploma or equivalent• Minimum 1 year of progressively responsible Customer Service experience in a call center environment• Excellent customer service and interpersonal skills• Ability to multi-task, talk and type at the same time, with above average typing speed• Excellent time management skills• Excellent patience and problem solving skills• Ability to work independently and in a team environment• Verifiable, stable work history• Ability to operate basic computer equipment• Ability to communicate clearly and effectively (oral and written communication)• Local resident• Familiarity with MBTA 's transit system preferred• Successful background check and drug screen

Physical Requirements: The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.• Repetitive motion is required:• Required to work at computer for long periods• Required to stand, walk, simple grasp, reach with hands and arms• Required to regularly sit, talk and listen• Required to possess close vision and ability to focus

Conditions include normal call-center office environment. Occasional exposure to dust, dirt, toner, ink and other environmental factors is possible