Customer Service Representative II (Remote)

AECOM is seeking a highly qualified Customer Support Representative II to join our Customer Support Center team supporting the CTrides Program. This role will primarily be a remote position, with the caveat that training will be in person, and the team may be required to attend in person meetings and trainings in the office and the remote work is subject to change.

The Customer Support Representative is the first point of contact for CTrides customers by phone, email, chat, and web. The representative answers questions, solves problems, documents every contact, and passes complex cases up so customers get the right answer the first time. The role reports to the Customer Support Manager, and weekend work is part of the regular schedule.

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• Use the knowledge base as the main source for answers, and flag anything that is missing, unclear, or out of date.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.

Qualifications:

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

Preferred Qualifications:

• 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: AECOM offers comprehensive benefits to meet the diverse needs of our employees, including medical, dental, vision, life, AD&D, disability benefits, paid time off, leaves of absences, voluntary benefits, perks, flexible work options, well-being resources, employee assistance program, business travel insurance, service recognition awards, retirement savings plan, and employee stock purchase plan.