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.