Customer Support Specialist (Part-Time) (Remote)

Job Description
AECOM is seeking a Part-Time Customer Support Specialist (CSS) based in Connecticut. In this position, you will be a member of our CTrides project, which manages the statewide transportation demand management (TDM) program and the customer service for CTrail Shore Line East and Hartford Line for the Connecticut Department of Transportation: Weekend position, 7 am-6 pm, Eastern Time.
The CSS is responsible for providing accurate and timely responses to commuters and others who are seeking information and assistance related to commuter travel in Connecticut. They will also work with stakeholders to get rail service information and issue service alerts to customers.
This position will be primarily remote, but there are times when applicants will need to be in the office for required training and meetings.
Important information:
To be considered, the candidate must be available to attend a two-week training program on weekdays.
This is a weekend position from 7 am-6 pm Eastern Time.
Responsibilities / Objectives:
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 outbound follow-up calls to provide a 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 and CTrail program.