Service center representative

Full job description

At the MBTA, we envision a thriving region enabled by a best-in-class transit system. Our mission is to serve the public by providing safe, reliable, and accessible transportation. MBTA’s core values are built around safety, service, equity, and sustainability and each employee that works for the MBTA performs their roles based on our vision, mission, and values. This includes attendance, participation, and contribution in local safety committee meetings as needed.

Job Summary

The Charlie Service Center Sales Representative will handle various sales transactions including the sale of fare media, transfer value between fare media, and initiate/process requests for reduced fare media.

Duties & Responsibilities

• Be a point of contact for customer fare media needs and provide information about MBTA services and fare policies.
• Research CharlieCard or CharlieTicket problems using various MBTA Revenue systems/software.
• Process requests for reduced fare media which includes assisting customers with completing and submitting reduced fare applications, verifying application information and documentation to confirm eligibility requirements, inputting application data into systems utilized by the MBTA, producing cards, and accepting payments to add value to customers' RIDE accounts; and maintain and protect confidential information according to relevant standards and guidelines.
• Adapt to and effectively utilize both existing and interim online tools to process reduced fare card applications; collaborate with the team to identify areas for process improvement and provide feedback on the functionality and efficiency of interim processes.
• Participate in training sessions for tools related to the new fare collection and reduced fare application systems and assist in the transition from old to new processes; provide feedback and insights based on experience with existing and interim systems to support successful implementation of new systems.
• Customer Service: Provide a high level of customer service to customers and staff in a professional, service-oriented, respectful manner using skills in active listening and problem solving; address customer inquiries and provide information about reduced fare card eligibility, application status, and related policies; resolve customer issues, complaints, and concerns effectively and in a timely fashion.
• Ability to remain calm in stressful situations.
• Reconcile daily transactions including but not limited to cash and credit card transactions.
• Respond to customers' inquiries, whether in person, online by e-mail or web-based forms, via telephone, or through letters in a courteous and professional manner.
• Work any and all shifts as assigned or directed.
• Adhere to the rules, regulations, collective bargaining agreements (if applicable) and policies of the Authority including the EEO, Anti-Discrimination and Anti-Harassment and Anti-Retaliation policies.
• Perform all other duties and projects that may be assigned.

Minimum Requirements & Qualifications

• A High school diploma or equivalent (G.E.D.) from an accredited institution.
• Two (2) years of face-to-face customer service experience handling a high volume of customer inquiries and/or transactions in retail sales, as a bank teller or in a similar work environment.
• Two (2) years of experience in public transportation.
• Knowledge of PCI Rules.
• Ability to comprehend, communicate and respond to detailed instructions, requests, notices, and inquiries.
• Effective organizational, time management, analytical and multi-tasking skills.
• Excellent customer service, conflict resolution, reading, writing, speaking, and comprehension skills.
• The ability to provide internal and external customers with a courteous and professional experience.
• The ability to handle cash, credit, debit, and other forms of payment.
• The ability to use Word, Excel or Database applications.
• The ability to pass: a math, cash handling, and other required tests.
• The ability to work any and all shifts and/or locations as assigned or directed.
• The ability to work with a diverse workforce.
• Have the ability to supervise and work effectively with a diverse workforce.

Substitutions Include

• A nationally recognized certification, or statewide/professional certification in a related field substitutes for one year of experience.

• An associate degree from an accredited institution.
• Professional experience working with seniors and/or persons with disabilities.
• Additional years of experience in retail and/or customer service.
• Bi-lingual or multi-lingual, including American Sign Language and/or Spanish.
• Knowledge of HIPAA Privacy Rule.
• Knowledge of medical terminology.

Job Conditions:

• Ability to effectively read, comprehend, communicate, and respond to instructions, orders, signs, notices, inquiries, etc. in English
• Ability to provide internal and external customers with courteous and professional experiences
• Ability to work effectively independently and as part of a team (or supervise, if required)
• Ability to uphold the rights and interests of the MBTA while building and maintaining effective relationships with employees and co-workers
• Ability to adhere to rules, regulations, collective bargaining agreements (if applicable), and policies of the MBTA, including the EEO, anti-discrimination, anti-harassment, and anti-retaliation policies
• Have a satisfactory work record for the two (2) years immediately prior to the closing date of this posting (unless if recent graduate), including overall employment, job performance, discipline, and safety records (infractions and/or offenses occurring after the closing of the posting and before the filling of a vacancy may preclude a candidate from consideration for selection)
• Ability to pass a Criminal Offender Record Information (CORI) check, comprehensive background screening, and medical Clinic screening, potentially including a physical examination and drug and alcohol screenings
• Ability to work all shifts and / or locations assigned, directed, or necessary for this position, including (for some transit / operations roles) up to twenty-four (24) hours per day, seven (7) days per week as necessary to accommodate severe weather conditions, emergencies, or any other circumstances that may potentially impact service or the safety of service

Disclaimers and Definitions:

• General Disclaimer: The statements contained in this job description are intended to describe a summary, general nature, and complexity of typical job functions and do not represent an exhaustive list of all duties, tasks, and responsibilities required of staff assigned to this position.

• Application Deadlines: Applicants should apply as soon as possible, as the MBTA may stop considering applicants after a sufficiently large applicant pool is established.

• Work Environment: The physical demands and work environment characteristics described here-in are representative of those an employee may encounter while performing the essential functions of this job. Reasonable accommodations can be made to enable individuals with disabilities to perform essential functions. See job description for role-specific requirements.

• Work Eligibility: Although the MBTA is an Equal Opportunity Employer, all employees must be legally authorized to work in the United States for any employer and on an unrestricted basis (the MBTA does not sponsor non-US citizens). However, if you have an unrestricted work authorization, or sponsored by a separate entity, you are welcome to apply for open positions. International students taking part in CPT / STEM / OPT programs through a university are eligible for internships and co-ops with the MBTA. In compliance with federal law, all persons hired will be required to complete a Form I-9 to verify their identity and eligibility to work in the U.S.

• Interviews: Candidates should ensure they arrive on time, are prepared, can remain for the duration, and if remote, are in a quiet place without distraction, for the interview. Candidates who do not attend their interview without advance authorization, including an email confirmation of a rescheduled time/date from Human Resources, will be considered a no-show and disqualified from consideration for the position. Related to rescheduling, on a one-time basis, and due to something emergent, you may be allowed to reschedule the interview. In addition, Human Resources may require documentation supporting the request. However, should you need to reschedule, you will need to contact your Recruiter directly by email.

• Safety Sensitive Positions: Employees working in this classification will be subject to periodic physical examinations plus random drug and alcohol testing.

• On-call or 24/7 Positions: Employees working in this classification must be available to respond to page / text / call and report to work as determined by assigned department or the Authority.

• Essential / Emergency Staff: During declared "states of emergency," employees working in this classification are required to report to work for their assigned work hours or as directed by management.

• ADA Accommodations: The MBTA makes reasonable accommodations for applicants with disabilities. If you require an accommodation during this process, please contact the MBTA's ADA Unit at or .

• Diversity, Equity, and Inclusion: The MBTA is an Equal Employment Opportunity Employer. For terms, descriptions, and definitions related to diversity, equity, inclusion, veteran status, and immediate family members that you may find on the application form, please visit mbta.com/careers-app-definitions.