Customer Service Center Specialist

At Keolis Commuter Services (KCS), we give every team member-and their ideas-a seat for the journey. We are a diverse team made up of different backgrounds, stories, and perspectives, which is our strength. If you're looking for a career with a company that invests in your future, KCS is the place for you. We Imagine. We Care. We Commit!

Since 2014, Keolis Commuter Services has been entrusted with operating and maintaining the Commuter Rail network on behalf of the Massachusetts Bay Transportation Authority (MBTA). During this time, we have worked to deliver a safe and reliable service, thanks to the knowledge and dedication of our team, and our experience operating transit networks around the world. Today, we're proud of the progress we have made together to deliver a best-in-class service for the Greater Boston community.

We believe our people are what make us great. That is why we demonstrate a commitment to a safe, healthy, and inclusive culture that welcomes ideas, encourages innovation, and values belonging. Your future starts here.

At Keolis Commuter Services, LLC we provide a competitive compensation package that is designed to be flexible and comprehensive to meet the needs of our hard-working employees and their families.

Benefits Package Highlights:

• Generous Medical & Rx plan
• Dental & Vision Plan
• Railroad Retirement Benefits - a federal program that administers retirement, survivor, unemployment, and sickness benefits to U.S. railroad workers and their families.
• Fidelity 401K Program
• Flexible Spending Accounts
• Transit and Parking Reimbursement Benefits
• Employee Assistance Program
• Company Sponsored Life & Accidental Death and Dismemberment Benefits
• Education Assistance
• Short- & Long-term Disability Benefits
• Voluntary Benefits Plan options including
  • Supplemental health plans for accidents, critical illness, hospital stays
  • Pet, Home, Auto insurance

• 3 years of experience in Customer Service or communications related experience.
• High school diploma or equivalent, college degree preferred.
• Proficiency in languages other than English are desirable.

• Excellent communication skills, both verbal and written.
• Ability to maintain a professional demeanor when dealing with tight deadlines, sensitive service issues, and emergency situations on a daily basis.
• Excellent computer skills with a good working knowledge of Microsoft Office Suite.
• Strong interpersonal and organizational skills.
• Ability to develop a strong understanding of Commuter Rail train operations and other policies/procedures.

• Demonstrates understanding and adheres to the KCS principles of Employee Engagement, Operational Excellence, Safety & Security, and Economic Performance.
• Answer customer phone calls in a friendly tone and provide helpful customer service.
• Log all customer contacts into the Keolis Customer Service database. When logging complaints, ensure all relevant details about the incident are included.
• Share complaints with the appropriate department(s) for further investigation.
• Respond to customer inquiries and complaints in writing through the customer database. Ensure all email responses have proper grammar and punctuation.
• Some outbound calls may be required to gather more information or answer customer submissions.
• Follow proper protocols for reporting safety issues identified by passengers or employees.
• Log email submissions into the customer database and ensure submissions from MBTA website are properly labeled.
• Provide assistance with the MBTA mTicket app. This includes the ability to look up customer accounts and perform basic troubleshooting.
• During service disruptions, provide customers with accurate information regarding train delays/cancellations, alternative options, etc.
• Follow Customer Service Center (CSC) guidelines to meet all performance goals and standards. This may include minimum queue times, length of calls, as well as the quality of written responses.
• Maintain professional interactions with the Passenger Information Center, other Keolis personnel, and MBTA Customer Service staff.
• Completes other duties as assigned

• This position is in an office environment with little exposure to noise, extreme heat or cold, etc.
• Ability to work on a computer, type, and utilize software for long periods of time.
• Ability to travel to Boston on a regular basis (hybrid schedule).
• Early morning, late night, and weekend work may be required.

• Drug and alcohol screening: Employment contingent upon passing pre-employment drug and alcohol screen. Also, contingent upon receiving a favorable background check. Must pass a physical examination.
• Safety commitment: Safety is a way of life at Keolis. By placing safety first, we ensure the wellbeing of our employees, customers, and communities. Together we can become the most successful transportation company in the world.
• Environmental commitment: Keolis is committed to protecting the environment by minimizing the impact of operations to our people and the communities in which we operate.
• EEO statement: Our policy is to afford Equal Employment Opportunity to qualified individuals regardless of their race, color, sex, religion, age, creed, marital status, national origin, ancestry, physical or mental disability, sexual orientation, or gender identification. We maintain a drug-free workplace and perform pre-employment substance abuse testing.
• Disclaimer and closing statement: The above statements are intended to describe the general nature and level of work performed by employees assigned to this classification. They are not intended to be construed as an exhaustive list of all responsibilities, duties, and skills required of employees assigned to this job, and Keolis retains the right to change or assign other duties to this position. Employees must be able to perform the essential job duties of this position satisfactorily. If requested, reasonable accommodations will be made to enable employees with disabilities to perform the essential functions of their job, absent undue hardship. Keolis is committed to offering our employees competitive compensation and benefits, opportunities for development and growth throughout an exciting and rewarding career, and the safest work environment possible.