Customer Service Representative II

AECOM

. Answer customer questions by phone, email, chat, and web .

Posted 11/9/2026full-timeRemote • Rocky Hill • Connecticut • United StatesJuniorMid-Level💰 $22 - $30 per hourWebsite

Core Competencies

Role fit

Core Competencies

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Demonstrates strong customer service skills through effective communication and problem resolution, utilizing tools like Zendesk to document interactions and manage customer inquiries. Capable of adapting support to meet diverse customer needs, including accessibility considerations.

Highest-signal resume keywords

Customer Service ExperienceZendesk ProficiencyBilingual in English and SpanishAttention to DetailPublic Transportation Knowledge

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills

Customer ServiceZendeskMicrosoft OfficeGoogle WorkspaceTicketing Systems

Soft Skills

Clear CommunicationProblem ResolutionTeam CollaborationAdaptabilityCalm Under Pressure

Industry Keywords

Public TransportationTransit Customer ServiceContact Center ExperienceService StandardsAccessibility Needs

About the role

Key responsibilities & impact

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 adjust support to customers’ needs, including accessibility needs
Document every interaction in Zendesk with clear notes and appropriate categories
Follow CTrides service standards, policies, and procedures
Participate in QA reviews and use feedback to improve
Attend training, team meetings, and coaching sessions
Keep up with program and service changes
Use the knowledge base and flag missing, unclear, or outdated information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 when needed
Perform other duties as assigned

Requirements

What you’ll need

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 (preferred)
Strong attention to detail (preferred)
Ability to manage multiple customer contacts and remain calm and professional with frustrated customers (preferred)
Willingness to help teammates when service needs change (preferred)
Sponsorship for US employment authorization is not available now or in the future

Benefits

Comp & perks

Medical, dental, and vision benefits
Life and AD&D benefits
Disability benefits
Paid time off
Leaves of absence
Voluntary benefits and 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
In-person Day 1 onboarding at an AECOM office location