Customer Service Representative II

This is a fully remote position, open to applicants in Connecticut.

📋 Description

• Respond to customer inquiries via phone, email, chat, and web platforms.

• Provide up-to-date information regarding Connecticut transportation programs, services, routes, schedules, mobility resources, service alerts, and disruptions.

• Aim to resolve issues during the first contact whenever feasible.

• Escalate complex or sensitive matters to the Customer Support Manager.

• Follow up with customers until their issues are fully resolved.

• Utilize plain language and accommodate the accessibility needs of customers.

• Document all interactions in Zendesk with clear notes and appropriate categories.

• Adhere to CTrides service standards, policies, and procedures.

• Engage in QA reviews and incorporate feedback.

• Attend training sessions, team meetings, and coaching opportunities.

• Stay informed about changes to programs and services.

• Use the knowledge base as the primary source for answers and identify any missing, unclear, or outdated information.

• Report trends in customer inquiries and complaints to the Customer Support Manager.

• Work the assigned schedule, including weekend shifts.

• Assist team members and fill in service gaps as needed.

• Perform additional duties as assigned.

• Report directly to the Customer Support Manager.

⛳️ Requirements

• High school diploma plus 2 years of relevant experience, or a demonstrated equivalence of experience and/or education.

• At least 1 year of customer service experience via phone, email, or chat.

• Proficient in Microsoft Office or Google Workspace.

• Ability to quickly learn new systems.

• Reliable attendance and availability for the assigned schedule, including weekends.

• Associate’s degree or an equivalent combination of education and experience is preferred.

• Experience with Zendesk or a similar ticketing or case management system is preferred.

• Contact center experience is preferred.

• Experience in public transportation, transit, or public-sector customer service is preferred.

• Bilingual proficiency in English and Spanish is preferred.

• Excellent written and verbal communication skills, including professional writing accuracy.

• Strong attention to detail.

• Ability to manage multiple customer interactions while remaining calm and professional with frustrated customers.

• Willingness to assist teammates during busy periods.

• Must be authorized to work in the United States; sponsorship is not available now or in the future.

🏝️ Benefits

• Medical benefits.

• Dental benefits.

• Vision benefits.

• Life insurance.

• AD&D benefits.

• Disability benefits.

• Paid time off.

• Leaves of absence.

• Voluntary benefits.

• Employee 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.

• Remote work options.