Call Center Rep

Fitchburg, MA

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Location: Fitchburg, MA

Schedule: Monday - Friday | 9:30am - 5:30pm

Pay Rate: $13.00/hr

Essential Duties and Responsibilities:

  • Provides personalized customer service of the highest level by effectively answering telephone calls and handling requests for transportation services and assistance
  • Answers inbound calls/routes calls and assists customers with specific inquiries 
  • Utilizes Customer Relationship Management (CRM) Software 
  • Schedules, changes/cancels and confirms transportation arrangements 
  • Keep records of customer interactions or transactions, recording details of inquiries, complaints, or comments, as well as actions taken
  • Dispatches transportation assignments and maintains continual interaction with vendors
  • Sorts PT1 forms and Enter PT1’s updates consumer database: 
  • Perform clerical duties which including but are not limited to faxing, copying, emailing, filling 
  • Performs customer satisfaction surveys
  •  Provides follow up calls to customers


Job Requirements

  • Pleasant and friendly mannerism 
  • Excellent verbal and written communication skills, including ability to effectively communicate with internal and external customers
  • Basic computer knowledge/technological skills- adept in using search tools, browsers and also email features; attaching files to correspondence, utilizing tracking and management features 
  • Ability to comprehend, capture as well as interpret basic customer information 
  • Ability to treat people with respect under all circumstances
  • Ability to recognize signals of a disgruntled customer and be able to respond without getting angry
  • Sound judgmental powers; ability to manage difficult customer situations, to respond promptly to the needs of the customer, solicit feedback to improve service, respond to requests for service/assistance
  • Ability to adapt to change, meet the changing demands of the work environment, any delays or other unexpected demands
  • Punctuality
  • Dependability
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