Customer Service Representative II
AECOM
Posted: 10/21/2026
New Business Customer Contact Service Representative
F&G
Posted: 10/20/2026Core Competencies
Role fitCore Competencies
Use this summary to align your resume positioning with the role.
Demonstrates strong customer service skills through effective communication and problem resolution, utilizing tools like Zendesk to document interactions and manage inquiries. Maintains a thorough understanding of transportation programs and services while accommodating diverse customer needs.
Highest-signal resume keywords
Customer Service ExperienceZendesk ProficiencyBilingual in English and SpanishAttention to DetailPublic Transportation Knowledge
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 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- Use the knowledge base as the primary source for answers and flag missing, unclear, or outdated information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
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
- 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
Comp & perks- 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
ATS Keywords
✓ Tailor your resumeApplicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard Skills
Customer ServiceZendeskMicrosoft OfficeGoogle WorkspaceCase ManagementPublic Transportation KnowledgeDocumentation SkillsIssue ResolutionAccessibility AccommodationsQA Review Participation
Soft Skills
Clear CommunicationProfessional WritingCalm Under PressureTeam CollaborationDependability
Industry Keywords
Contact Center ExperiencePublic-Sector Customer ServiceTransportation ProgramsService StandardsMobility Resources