2nd Shift Customer Service Representative
$22/hour | 2nd Shift
Location: Waltham, MA

Schedule:

Monday–Friday, 11:30 AM – 8:00 PM
Training schedule: 9:00 AM – 5:00 PM (Boston and Waltham locations; parking not reimbursed)
Hybrid schedule after training: In-office Tuesdays and Wednesdays

Position Overview

Seeking a customer-focused professional to join a high-volume call center environment supporting participants in a federal commuter benefits program. This role involves assisting individuals who are inquiring about pre-tax commuter benefits, including public transportation and commuter rail options. The position handles approximately 100 calls per day, primarily inbound, with occasional outbound calls for escalated matters.

Key Responsibilities

Deliver exceptional customer service through high-volume phone, chat, and email communication.
Research and resolve transaction issues, technical questions, and service-related inquiries.
Accurately document all customer interactions and maintain detailed records.
De-escalate challenging situations using strong problem-solving and communication skills.
Meet and exceed service level agreements (SLAs) and performance expectations.
Support additional team initiatives and responsibilities as needed.

Qualifications & Skills

Strong verbal and written communication skills.
Ability to thrive in a fast-paced, multitasking call center environment.
Positive, customer-first mindset with strong de-escalation abilities.
Proficiency in Microsoft Office and comfort navigating telephony and CRM systems.
Typing speed of 40+ words per minute.
Bilingual skills are a plus, but not required.
Experience in payments, fintech, or B2B services is preferred but not required.
Team-oriented, adaptable, and dependable.

Pay: $21.00 - $22.00 per hour

Expected hours: 40.0 per week

Benefits:

401(k)
Dental insurance
Health insurance
Paid time off

Work Location: In person

Bank W Holdings

Latest Jobs

2nd Shift Customer Service Rep