Call Center Customer Service Representative (Jersey City, NJ)

Call Center Representative: Are you customer-centric? Are you driven by excellence, service, and purpose? If so, you are ready to become Enlightened! Enlightened, Inc. is a leading IT Management & Consulting firm headquartered in Washington, DC. We provide a work environment that is positive, challenging, and that supports employees’ commitment to their communities.

My client is a leading transportation authority specializing in world-class transportation across New York and New Jersey. The Port Authority of New York and New Jersey/Port Authority of Trans-Hudson (PATH) pride themselves on keeping the region moving by air, land, rail, and sea, so that the people and businesses across the region can continue to thrive. With customer service in their DNA, they are a vital connection between New Jersey and New York, serving millions of riders a year.

About The Port Authority: Founded in 1921, the Port Authority of New York and New Jersey builds, operates, and maintains many of the most important transportation and trade infrastructure assets in the country. The Port Authority also owns and manages the 16-acre World Trade Center site, where the 1,776-foot-tall One World Trade Center is now the tallest skyscraper in the Western Hemisphere.

We are currently seeking to hire a regular, fulltime Customer Service Representative (CSR) that will adopt and deliver call center excellence to PATH riders and staff. The CSR will play a crucial role serving as the initial point of contact for PATH riders who require support, utilizing specific support procedures and troubleshooting tools. The main responsibility of this role is to resolve problems and issues of incoming phone calls and emails from PATH customers.

The ideal candidate will assist customers with setting up or editing their Customer Service Center account and/or PATH Contactless payment system (PCPS) web account management activities. Additionally, the Customer Service Center Representative will initiate claims for all rider reported issues, verify and follow-up to ensure a satisfactory resolution.

• Provide customer support functions via telephone, email and other contact methods while maintaining a detailed log of each inquiry and response received.
• Register reduced fare, employee, retiree, spouse, contractor, and full-fare cards, inputting data from various forms into the central database and (PCPS) website using a computer workstation, provided by PATH.
• Respond to cardholder claims of lost or malfunctioning cards, process card replacement requests and ensure all relevant information is updated in the central database.
• Research all cardholder claims from ticket vending machines. Upon confirmation or denial of requests, inform cardholders of appropriate action to be taken.
• Process and input all new and replacement web orders in accordance with procedures outlined in the training manual. Maintain excel spreadsheets as needed.
• Assist in the investigation of all incomplete/lost auto-load transactions, refund requests for service disruptions, multiple deductions and expired products providing detailed analysis for PATH Supervisor to determine resolution.
• Process product refunds by encoding product using the central database for adding or removing value to account. Perform monetary refunds for special circumstances via PATH website, according to refund matrix and established guidelines.
• Monitor all incomplete or missing transactions providing supporting details to Team Lead to determine resolution. Advise passengers of any PCPS technical issues and necessary actions.
• Provides accurate structure of product knowledge for a more informed and strategic customer purchase.

• High School Diploma or higher equivalent.
• Minimum of two years of experience in a customer service capacity, high volume call center experience required.
• Proficient in Microsoft Office Suite/ Intermediate Excel.
• Proficiency with computers, technology/software applications.
• Strong written, verbal, interpersonal, and listening communication skills.
• Ability to work independently.
• Ability to remain calm; maintain correct professional posture in high pressured/ stressful customer facing situations.
• Minimum of one year of experience communicating and coordinating across diverse groups for collaborative team efforts.
• Minimum two years’ experience working with customer support.

• Minimum of 1 year of college (30 credit hours)
• Prior financial services or banking experience.
• Prior CRM experience.
• Bilingual professionals are strongly encouraged to apply

Shift schedules may vary and are subject to change based on customer service needs.

Equal Opportunity Employer: Enlightened is an equal opportunity employer and does not discriminate on the basis of race, national origin, gender, gender identity, sexual orientation, protected veteran status, disability, age, or other legally protected status.