Customer Service Representative II
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Job Description
Customer service representative supporting AECOM’s CTrides transportation program. Answering customer inquiries, resolving issues, and documenting contacts across phone, email, chat, and web.
Responsibilities:
- Answer customer questions by phone, email, chat, and web
- Provide current information about Connecticut transportation programs, services, routes, schedules, mobility resources, service alerts, and disruptions
- Resolve issues on the first contact whenever possible
- Escalate complex or sensitive cases to the Customer Support Manager
- Follow up with customers until issues are closed
- Use plain language and adjust support to customers’ needs, including accessibility needs
- Document every interaction in Zendesk with clear notes and appropriate categories
- Follow CTrides service standards, policies, and procedures
- Participate in QA reviews and use feedback to improve
- Attend training, team meetings, and coaching sessions
- Keep up with program and service changes
- Use the knowledge base and flag missing, unclear, or outdated information
- Report trends in customer questions and complaints to the Customer Support Manager
- Work the assigned schedule, including weekend shifts
- Help teammates and cover service gaps when needed
- Perform other duties as assigned
Requirements:
- High school education plus 2 years of related experience or demonstrated equivalency of experience and/or education
- 1 year of customer service experience by phone, email, or chat
- Working knowledge of Microsoft Office or Google Workspace
- Ability to learn new systems quickly
- Dependable attendance and availability for the assigned schedule, including weekends
- Associate’s degree or an equivalent combination of education and experience (preferred)
- Experience with Zendesk or a similar ticketing or case management system (preferred)
- Contact center experience (preferred)
- Experience in public transportation, transit, or public-sector customer service (preferred)
- Bilingual in English and Spanish (preferred)
- Clear written and verbal communication, including accurate, professional writing (preferred)
- Strong attention to detail (preferred)
- Ability to manage multiple customer contacts and remain calm and professional with frustrated customers (preferred)
- Willingness to help teammates when service needs change (preferred)
- Sponsorship for US employment authorization is not available now or in the future
Benefits:
- Medical, dental, and vision benefits
- Life and AD&D benefits
- Disability benefits
- Paid time off
- Leaves of absence
- Voluntary benefits and perks
- Flexible work options
- Well-being resources
- Employee assistance program
- Business travel insurance
- Service recognition awards
- Retirement savings plan
- Employee stock purchase plan
- Award-winning training and development programs
- In-person Day 1 onboarding at an AECOM office location
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