Job Description
2nd Shift Customer Service Representative
$22/hour | 2nd Shift
Location: Waltham, MA
Schedule:
- Monday–Friday, 11:30 AM – 8:00 PM
- Training schedule: 9:00 AM – 5:00 PM (Boston and Waltham locations; parking not reimbursed)
- Hybrid schedule after training: In-office Tuesdays and Wednesdays
Position Overview
Seeking a customer-focused professional to join a high-volume call center environment supporting participants in a federal commuter benefits program. This role involves assisting individuals who are inquiring about pre-tax commuter benefits, including public transportation and commuter rail options. The position handles approximately 100 calls per day, primarily inbound, with occasional outbound calls for escalated matters.
Key Responsibilities
- Deliver exceptional customer service through high-volume phone, chat, and email communication.
- Research and resolve transaction issues, technical questions, and service-related inquiries.
- Accurately document all customer interactions and maintain detailed records.
- De-escalate challenging situations using strong problem-solving and communication skills.
- Meet and exceed service level agreements (SLAs) and performance expectations.
- Support additional team initiatives and responsibilities as needed.
Qualifications & Skills
- Strong verbal and written communication skills.
- Ability to thrive in a fast-paced, multitasking call center environment.
- Positive, customer-first mindset with strong de-escalation abilities.
- Proficiency in Microsoft Office and comfort navigating telephony and CRM systems.
- Typing speed of 40+ words per minute.
- Bilingual skills are a plus, but not required.
- Experience in payments, fintech, or B2B services is preferred but not required.
- Team-oriented, adaptable, and dependable.