Serve as the primary point of contact for customers in a call center environment
Deliver exceptional service
Manage transactions and resolve inquiries
Ensure adherence to company policies, service standards, and performance metrics
Respond to incoming customer calls promptly and courteously
Process customer transactions, including payments, refunds, and account updates with accuracy and professionalism
Accurately document customer interactions, transactions, and relevant data in the system
Address customer questions, troubleshoot issues, and escalate complex cases when necessary
Provide clear and accurate information regarding products, fare media, programs, and related services
Ensure compliance with company policies, regulatory requirements, and internal procedures
Meet or exceed established KPIs, ensuring superior service quality

High school diploma or equivalent required
Previous customer service experience, preferably in a call center, retail, or high-volume service environment, is strongly preferred
Strong communication, problem-solving, and interpersonal skills with the ability to manage challenging situations professionally
Proficiency in computer systems and data entry; experience using CRM or call center platforms is a plus
Availability to work extended hours, weekends, or holidays based on business needs

medical, dental and vision insurance
company-paid disability (company continues full pay and benefits for up to six weeks)
life insurance options
critical illness and accident coverages
Flexible Spending Accounts
a pre-paid legal plan
travel accident insurance
an award-winning well-being program which includes an employer-funded lifestyle spending account
up to six weeks of paid parental leave
401k Retirement Plan with a company match
backup childcare
pet care
pet insurance
virtual tutoring
tuition reimbursement program
9/80 work schedule with time-off policies
flexible time-off arrangement
11 paid holidays throughout the calendar year

Customer Service Representative

Key skills