Job Title: Fares Call Center Representative
Location: Quincy, MA (220 Newport Ave.)
Duration: 5 months, with potential extension
Pay Range: $28.68/hr (W2)
Shift: 5 days a week Monday - Friday
About BCforward
BCforward is a leading global IT consulting and workforce solutions firm providing services and support to Fortune 500 and government clients. Founded in 1998, BCforward has grown with our customers needs into a full-service business solutions provider. With delivery centers and offices across North America and India, we take pride in building long-term relationships and delivering excellence through innovation, collaboration, and integrity.
Job Description
We are seeking a Fares Call Center Representative to join our dynamic team supporting the Massachusetts Bay Transportation Authority. The ideal candidate will have strong experience in high-volume customer service, call center operations, and CRM usage and a proven ability to resolve complex fare and pass issues across multiple channels while delivering accurate, timely communication. This role is hybrid and may require flexibility in schedule.
Responsibilities:
- Provide information and assistance via phone, email, letter, chat, text, and web forms, including issues related to fares and Charlie Cards.
- Handle escalations from the Call Center for complex or difficult fare-related inquiries.
- Research and investigate customer issues using the Customer Administration Tool (CAT) and apply appropriate solutions.
- Assist customers with registration of Charlie Cards and communicate progress of issue resolution verbally or in writing.
- Track cases from receipt to completion using CAT and the MBTA Customer Relations Management System (IRIS/HEAT).
- Collaborate with MBTA departments to research and resolve issues in a timely manner and respond via letter, phone, text, chat, or email.
- Document issues and inquiries in CRM to ensure proper routing and closure, and report trends related to fares, service, and maintenance.
- Stay current with MBTA policies and Fare Tariff and escalate fare/pass issues to the Manager when required.
- Adhere to safety rules, directives, and participation in local safety committee meetings as needed.
Required Skills & Qualifications:
- High school diploma or GED with three years of experience in customer service responding to high call volumes.
- Effective organizational, time management, analytical, and multi-tasking skills.
- Strong interpersonal and problem-solving skills with a respectful and ethical approach.
- Excellent customer service, conflict resolution, reading, writing, speaking, and comprehension skills in English and/or Spanish.
- Schedule availability Monday–Friday 6:15 AM–8:00 PM and Saturday–Sunday 8:00 AM–4:00 PM, as assigned.
- Proficiency with Word, Excel, or database applications, and experience using CRM systems such as IRIS/HEAT.
- Ability to complete and pass required training by the end of the probation period and work all shifts/locations as directed.
Preferred Skills:
- Associate’s degree with one year of related service may substitute for experience requirements.
- Previous experience in a call center environment and knowledge of MBTA systems and services.
- Bilingual or multilingual capabilities, with Spanish preferred.
