AECOM Customer Service Specialist in Rocky Hill, Connecticut

United States of America - Connecticut, Rocky Hill

Job Summary

The Customer Support Specialist is responsible for providing accurate and timely responses to commuters and others who are seeking information and assistance related to commuter travel in Connecticut.

Minimum Requirements

  • Provide accurate, polite, and responsive telephone/email/web-based customer service support.

  • Develop familiarity with transportation services in Connecticut.

  • Multi-task across multiple web-based and printed sources to locate relevant transportation information.

  • Provide responses to in-bound telephone inquiries, including transferring calls to related services, when appropriate.

  • Use Live Chat program to respond to customer inquiries online.

  • Monitor multiple email accounts and provide written response to inquiries.

  • Compile and issue time sensitive service alerts via multiple communication channels.

  • Create and provide customized commute plans based on an individual’s travel needs.

  • Conduct out-bound follow-up calls to provide second level of customer service, when appropriate.

  • Perform administrative tasks to support outreach and marketing team.

  • Communicate with transportation providers to gather and update route/schedule services.

  • Utilize CMS and other computer programs and office equipment to accomplish assigned tasks.

  • Assignments generally require knowledge of the policies, practices and procedures of the CTrides program.

Physical Demands

  • General office environment; may require visits to project sites.

  • Some heavy lifting (<30 lbs) may be required.

Preferred Qualifications

Preferred Skills

  • Bilingual (Spanish speaking)

  • Associate or Bachelor degree; or Demonstrated equivalent combination of education, skills, knowledge, abilities and experience.

  • Previous customer service experience.

  • Experience using Microsoft office including (Word, excel, and outlook).

  • Must have a minimum of 2 years customer service experience

  • Must have good communication skills

  • Strong attention to detail

  • Have good time management skills

  • Have strong grammatical skills

  • Experience with salesforce

  • Experience with live chat services

  • Ability to think outside the box and work in a fast paced environment

  • Should be a team player

What We Offer

When you join AECOM, you become part of a company that is pioneering the future . Our teams around the world are involved in some of the most cutting-edge and innovative projects and programs of our time, addressing the big challenges of today and shaping the built environment for generations to come. We ensure a workplace that encourages growth, flexibility and creativity, as well as a company culture that champions inclusion, diversity and overall employee well-being through programs supported by company leadership. Our core values define who we are, how we act and what we aspire to, which comes down to not only delivering a better world , but working to “make amazing happen” in each neighborhood, community and city we touch. As an Equal Opportunity Employer, we believe in each person’s potential, and we’ll help you reach yours.

Job Category Communications

Business Line Transportation

Business Group Design and Consulting Services Group (DCS)

Country United States of America

Position Status Full-Time

Requisition/Vacancy No. 200634BR

Clearance Required No

Qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, sexual orientation, gender identity, disability or protected veteran status.