Job Summary 

The Customer Service Representative (CSR) serves as the primary point of contact for customers in a call center environment. This role is responsible for delivering exceptional service, managing transactions, resolving inquiries, and ensuring adherence to company policies, service standards, and performance metrics. 

Essential Duties and Responsibilities 

• Respond to incoming customer calls promptly and courteously to ensure a positive service experience. 

• Process customer transactions, including payments, refunds, and account updates, with accuracy and professionalism. 

• Accurately document customer interactions, transactions, and relevant data in the system to maintain high data integrity. 

• Address customer questions, troubleshoot issues, and escalate complex cases when necessary to ensure timely and effective resolution. 

• Provide clear and accurate information regarding products, fare media, programs, and related services. 

• Ensure compliance with company policies, regulatory requirements, and internal procedures, including proper recordkeeping. 

• Meet or exceed established KPIs, including call handling time, first-call resolution, and transaction accuracy, while maintaining superior service quality. 

Background and Experience 

• High school diploma or equivalent required. 

• Previous customer service experience, preferably in a call center, retail, or high-volume service environment, is strongly preferred. 

• Strong communication, problem‑solving, and interpersonal skills with the ability to manage challenging situations professionally. 

• Proficiency in computer systems and data entry; experience using CRM or call center platforms is a plus. 

• Availability to work extended hours, weekends, or holidays based on business needs.

The description provided above is not intended to be an exhaustive list of all job duties, responsibilities and requirements.  Duties, responsibilities and requirements may change over time and according to business need.