Customer Service Representative II

🔥 1 minute ago

🦌 Connecticut – Remote

🦌 Connecticut – Remote

💵 $22 - $30 / hour

⏰ Full Time

🟢 Junior

🟡 Mid-level

💝 Customer Support

🚫👨‍🎓 No degree required

🦅 H1B Visa Sponsor

This company has sponsored H1B visas in the past.

👻 Ghost score 1%

What it means: how likely this posting is sitting open without active hiring.How to read it: 60% or higher means we think this is a ghost. Lower scores are less of a worry.How we score it: age, reposts, open roles vs team size, how fast jobs close, and whether pay is listed.Fine print: an estimate from public data, not a judgment of the company. Real jobs can score high, so treat it as a hint, not a fact.

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AECOM

WebsiteLinkedInAll Job Openings

10,000+ employees

Founded 1990

💼 Consulting

🏥 Healthcare

📦 Logistics

Consulting • Healthcare • Logistics

AECOM is the world's trusted infrastructure consulting firm that partners with clients to deliver innovative solutions to the most complex challenges while creating legacies for generations to come. Focused on equity, diversity, and inclusion, AECOM leverages technical expertise and digital innovation to drive transformative outcomes in infrastructure development, sustainability, and social systems. The company provides a wide range of services, including architecture & design, construction management, engineering, and environmental services across various markets such as transportation, energy, healthcare, and national governments. With a strong emphasis on sustainability, technical excellence, and community impact, AECOM is committed to building a better world.

📋 Description

• Answer customer questions by phone, email, chat, and web • Provide current information about Connecticut transportation programs, services, routes, schedules, mobility resources, service alerts, and disruptions • Resolve issues on the first contact whenever possible • Escalate complex or sensitive cases to the Customer Support Manager • Follow up with customers until issues are closed • Use plain language and accommodate customer accessibility needs • Document every interaction in Zendesk with clear notes and correct categories • Follow CTrides service standards, policies, and procedures • Participate in QA reviews and apply feedback • Attend training, team meetings, and coaching sessions • Keep current with program and service changes • Use the knowledge base as the primary source for answers and flag missing, unclear, or outdated information • Report trends in customer questions and complaints to the Customer Support Manager • Work the assigned schedule, including weekend shifts • Help teammates and cover service gaps • Perform other duties as assigned • Report to the Customer Support Manager

🎯 Requirements

• High school education plus 2 years of related experience, or demonstrated equivalency of experience and/or education • 1 year of customer service experience by phone, email, or chat • Working knowledge of Microsoft Office or Google Workspace • Ability to learn new systems quickly • Dependable attendance and availability for the assigned schedule, including weekends • Associate’s degree, or an equivalent combination of education and experience (preferred) • Experience with Zendesk or a similar ticketing or case management system (preferred) • Contact center experience (preferred) • Experience in public transportation, transit, or public-sector customer service (preferred) • Bilingual in English and Spanish (preferred) • Clear written and verbal communication, including accurate, professional writing • Strong attention to detail • Ability to manage multiple customer contacts and remain calm and professional with frustrated customers • Willingness to help teammates when busy • Must be authorized to work in the United States; sponsorship is unavailable now or in the future

🏖️ Benefits

• Medical benefits • Dental benefits • Vision benefits • Life insurance • AD&D benefits • Disability benefits • Paid time off • Leaves of absences • Voluntary benefits • Perks • Flexible work options • Well-being resources • Employee assistance program • Business travel insurance • Service recognition awards • Retirement savings plan • Employee stock purchase plan • Award-winning training and development programs • Remote work options