Experienced Customer Support Specialist (Weekends Only, Part-Time, Remote) – Transportation Demand Management and Customer Service

At arenaflex, we're dedicated to delivering a better world through our innovative solutions and commitment to excellence. As a global leader in infrastructure consulting, we're partnering with clients to solve the world's most complex challenges and build legacies for future generations. With accelerating infrastructure investment worldwide, our services are in great demand, and we invite you to join our team of passionate professionals who are shaping the future of transportation and beyond.

• *About arenaflex**

arenaflex is the world's trusted infrastructure consulting firm, delivering professional services throughout the project lifecycle – from advisory, planning, design and engineering to program and construction management. On projects spanning transportation, buildings, water, new energy and the environment, our public- and private-sector clients trust us to solve their most complex challenges. Our teams are driven by a common purpose to deliver a better world through our unrivaled technical and digital expertise, a culture of equity, diversity and inclusion, and a commitment to environmental, social and governance priorities. arenaflex is a Fortune 500 firm and its Professional Services business had revenue of $14.4 billion in fiscal year 2023. See how we are delivering sustainable legacies for generations to come at arenaflex.com and @arenaflex.

• *Job Description**

We're seeking two (2) Part-Time Customer Support Specialists (CSS) based in New Haven, Connecticut, to join our CT _rides_ project team. As a CSS, you will be a member of our dynamic team, providing an individualized, customized, and detailed Customer Service Experience. This role will manage the statewide transportation demand management (TDM) program and the customer service for CT _rail_ Shore Line East and Hartford Line for the Connecticut Department of Transportation. This is a weekend, shift position, with the Customer Service Center hours being 7am- 6pm Eastern Time.

• *Key Responsibilities:**

• Provide accurate, polite, and responsive telephone/email/web-based customer service support to commuters and others seeking information and assistance related to commuter travel in Connecticut.

• Develop familiarity with transportation services in Connecticut, including multi-tasking across multiple web-based and printed sources to locate relevant transportation information.
• Provide responses to in-bound telephone inquiries, including transferring calls to related services when appropriate, and utilize Live Chat program to respond to customer inquiries online.
• Monitor multiple email accounts and provide written responses to inquiries, as well as compile and issue time-sensitive service alerts via multiple communication channels.
• Create and provide customized commute plans based on an individual's travel needs, and conduct outbound follow-up calls to provide a second level of customer service when necessary.
• Perform administrative tasks to support outreach and marketing teams, communicate with transportation providers to gather and update route/schedule services, and utilize CMS and other computer programs and office equipment to accomplish assigned tasks.
• Assignments generally require knowledge of the policies, practices, and procedures of the CTrides and CTrail program.
• *Qualifications:**

• Minimum Requirements: + High School diploma or equivalent, plus two years of experience or demonstrated equivalency of experience and/or education.

• Preferred Qualifications:

+ Previous customer service experience. + Experience using Microsoft Office or Gsuite products.

• *Skills and Competencies:**

• Excellent communication and interpersonal skills, with the ability to provide accurate and timely responses to customers.

• Strong problem-solving and analytical skills, with the ability to multi-task and prioritize tasks effectively.
• Proficiency in using computer programs and office equipment, including CMS and other relevant software.
• Ability to work in a fast-paced environment and adapt to changing priorities and deadlines.
• Strong attention to detail and organizational skills, with the ability to maintain accurate records and reports.
• *Career Growth Opportunities and Learning Benefits:**

• arenaflex provides a wide array of compensation and benefits programs to meet the diverse needs of our employees and their families.

• We offer a robust global well-being program, as well as opportunities for professional development and growth.
• Our teams are driven by a common purpose to deliver a better world, and we foster a culture of equity, diversity, and inclusion – a safe and respectful workplace where everyone can bring their whole selves to work.
• *Work Environment and Company Culture:**

• This is a remote position, with occasional in-office training and meetings required.

• The Customer Service Center hours are 7am- 6pm Eastern Time, with a weekend shift schedule.
• arenaflex is committed to creating a culture of equity,

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