Note: The job is a remote job and is open to candidates in USA. AECOM is hiring a Customer Support Representative II to support the CTrides Program as a first point of contact for customers by phone, email, chat, and web. The role provides information about transportation programs and services, resolves or escalates customer issues, documents interactions, and supports consistent service quality.
Responsibilities
- Answer customer questions by phone, email, chat, and web, accurately and courteously
- Give customers current information about Connecticut transportation programs, services, routes, schedules, and mobility resources, including active service alerts and disruptions
- Resolve issues on the first contact whenever possible. Escalate complex or sensitive cases to the Customer Support Manager following established procedures
- Follow up with customers until their issue is closed out
- Use plain language and adjust to each customer’s needs, including accessibility needs
- Document every interaction in Zendesk with clear notes and the right categories
- Follow CTrides service standards, policies, and procedures
- Take part in QA reviews and use the feedback to improve
- Attend training, team meetings, and coaching sessions, and keep up with program and service changes
- Use the knowledge base as the main source for answers, and flag anything that is missing, unclear, or out of date
- Tell the Customer Support Manager about trends in customer questions and complaints
- Work the assigned schedule, including weekend shifts, and give advance notice of time-off requests
- Help teammates and cover gaps when service needs change
- Perform other duties as assigned
Skills
- HS + 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, and the ability to learn new systems quickly
- Sponsorship for US employment authorization is not available now or in the future for this position
- Associate's degree, or an equivalent combination of education and experience
- Experience with Zendesk or a similar ticketing or case management system
- Contact center experience
- Experience in public transportation, transit, or public-sector customer service
- Bilingual in English and Spanish
- Clear written and verbal communication, including accurate, professional writing
- Strong attention to detail
- Able to juggle multiple customer contacts and stay calm and professional with frustrated customers
- Willing to help teammates when things get busy
Benefits
- Depending on your employment status, AECOM benefits may include medical, dental, vision, life, AD&D, and disability benefits.
- Depending on your employment status, AECOM benefits may include paid time off and leaves of absences.
- Depending on your employment status, AECOM benefits may include voluntary benefits and perks.
- Depending on your employment status, AECOM benefits may include flexible work options.
- Depending on your employment status, AECOM benefits may include well-being resources and an employee assistance program.
- Depending on your employment status, AECOM benefits may include business travel insurance.
- Depending on your employment status, AECOM benefits may include service recognition awards.
- Depending on your employment status, AECOM benefits may include a retirement savings plan and employee stock purchase plan.
- Primarily remote work; training will be in person, and the team may be required to attend in-person office meetings and trainings; remote work is subject to change.
- Award-winning training and development programs designed to expand technical expertise and leadership skills.
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