Customer Service Center Specialist


Customer Service Center Specialist

Job Details


Knowledge and Skills:

  • Knowledge of general internet and data entry navigation.
  • Requires a minimum typing speed of 40 words per minute.
  • Experience in Customer Service, commercial and/or transportation operations is preferred.
  • Experience delivering service in an inbound call center or dispatching environment is highly desirable.
  • Solid computer skills, including MS Outlook, Word, Excel, PowerPoint, plus the use of the internet and social media as well as website tools.
  • Excellent interpersonal and communication skills required.
  • Demonstrated ability to communicate clearly and effectively in English, both orally and in writing.
  • Proficiency in other languages that English is desirable.


  • High School Diploma, GED or equivalent credential.
  • Experience in customer service, commercial and/or transportation operations is preferred.
  • Experience in an inbound Call Center or Dispatching environment is highly desirable.
  • Demonstrated ability to be flexible and maintain a professional demeanor when dealing with tight deadlines, sensitive service issues and emergency situations on a daily basis.


Responsible for all customer-related verbal and written communications

  • Via Phone calls to the Keolis Customer Service Center
  • Via Emails and letters to the dedicated Keolis Customer Service inbox
  • Via Transfers from the MBTA website or the MBTA Call Center
  • Respond to major service disruptions and incident response to provide direction and support ensuring a safe and positive image of Keolis at all field locations.

Responsible or database management

  • Maintain Issue Tracking Portal (ITP) database to respond to customer communications.
  • Ensure the proper coding, assignment, follow-up, preparation, and delivery of customer responses, both verbally and in written form.
  • Manage information and reporting to meet passenger expectation as well as MBTA operating agreement and requirements.
    Help escalating concerns to the appropriate departments and follow up with customers via the appropriate channel
  • Work to create and utilize suggested language and formatted templates for professional customer correspondence and communication practices.

Perform duties to ensure Customer Services Center meets all performance goals and standards

  • Minimum queue time and call duration
  • Database response time
  • Passenger satisfaction


Additional Statements:

Drug and alcohol screening: Employment contingent upon passing pre-employment drug and alcohol screen. Also, contingent upon receiving a favorable background check. Must pass a physical examination.

Safety commitment: Safety is a way of life at Keolis. By placing safety first, we ensure the wellbeing of our employees, customers, and communities. Together we can become the most successful transportation company in the world.

Environmental commitment: Keolis is committed to protecting the environment by minimizing the impact of operations to our people and the communities in which we operate.

EEO statement: Our policy is to afford Equal Employment Opportunity to qualified individuals regardless of their race, color, sex, religion, age, creed, marital status, national origin, ancestry, physical or mental disability, sexual orientation, or gender identification. We maintain a drug-free workplace and perform pre-employment substance abuse testing.

Disclaimer and closing statement: The above statements are intended to describe the general nature and level of work performed by employees assigned to this classification. They are not intended to be construed as an exhaustive list of all responsibilities, duties, and skills required of employees assigned to this job. Keolis is committed to offering our employees competitive compensation and benefits, opportunities for development and growth throughout an exciting and rewarding career, and the safest work environment possible.



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