Customer Service Representative II (Remote)

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AECOM is seeking a highly qualified, Customer Support Representative II to join our Customer Support Center team supporting the CTrides Program. This role will primarily be a remote position, with the caveat that training will be in person, and the team may be required to attend in person meetings and trainings in the office and the remote work is subject to change.

The Customer Support Representative is the first point of contact for CTrides customers by phone, email, chat, and web. The representative answers questions, solves problems, documents every contact, and passes complex cases up so customers get the right answer the first time.

The role reports to the Customer Support Manager, and weekend work is part of the regular schedule. The goal is a join a team that will support the CTrides operation to ensure the program runs efficiently, meets project and customer expectations.

The successful candidate will follow clear standards for service quality and accountability. The selected individual will know the policies, procedures, and systems and handle customers well.

The job responsibilities of the position will include but are not limited to:

• Answer customer questions by phone, email, chat, and web, accurately and courteously.
• Give customers current information about Connecticut transportation programs, services, routes, schedules, and mobility resources, including active service alerts and disruptions.
• Resolve issues on the first contact whenever possible. Escalate complex or sensitive cases to the Customer Support Manager following established procedures.
• Follow up with customers until their issue is closed out.
• Use plain language and adjust to each customer’s needs, including accessibility needs.
• Document every interaction in Zendesk with clear notes and the right categories.
• Follow CTrides service standards, policies, and procedures.
• Take part in QA reviews and use the feedback to improve.
• Attend training, team meetings, and coaching sessions, and keep up with program and service changes.
• Use the knowledge base as the main source for answers, and flag anything that is missing, unclear, or out of date.
• Tell the Customer Support Manager about trends in customer questions and complaints.
• Work the assigned schedule, including weekend shifts, and give advance notice of time-off requests.
• Help teammates and cover gaps when service needs change.
• Perform other duties as assigned.

MINIMUM REQUIREMENTS:

• HS + 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, and the ability to learn new systems quickly.
• Dependable attendance and availability for the assigned schedule, including weekends.

PREFERRED QUALIFICATIONS:

• Associate’s degree, or an equivalent combination of education and experience.
• Experience with Zendesk or a similar ticketing or case management system.
• Contact center experience.
• Experience in public transportation, transit, or public-sector customer service.
• Bilingual in English and Spanish.
• Clear written and verbal communication, including accurate, professional writing.
• Strong attention to detail.
• Able to juggle multiple customer contacts and stay calm and professional with frustrated customers.
• Willing to help teammates when things get busy.

• Sponsorship for US employment authorization is not available now or in the future for this position.
• Relocation assistance is not available.
• Regular schedule includes weekend shifts.
• General office environment, with extended periods of sitting, computer use, and phone work using a headset.

At AECOM, we are committed to maintaining a secure and trustworthy recruitment process and take any fraudulent hiring activity seriously. To support this commitment, all newly hired employees are required to attend an in-person Day 1 onboarding at an AECOM office location as a condition of employment.

About AECOM

AECOM is proud to offer comprehensive benefits to meet the diverse needs of our employees. Depending on your employment status, AECOM benefits may include medical, dental, vision, life, AD&D, 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, and employee stock purchase plan.

AECOM is the global infrastructure leader, committed to delivering a better world. As a trusted professional services firm powered by deep technical abilities, we solve our clients’ complex challenges in water, environment, energy, transportation and buildings. Our teams partner with public- and private-sector clients to create innovative, sustainable and resilient solutions throughout the project lifecycle - from advisory, planning, design and engineering to program and construction management. AECOM is a Fortune 500 firm that had revenue of $16.1 billion in fiscal year 2025. Learn more at aecom.com.

What makes AECOM a great place to work

You will be part of a global team that champions your growth and career ambitions. Work on groundbreaking projects - both in your local community and on a global scale - that are transforming our industry and shaping the future. With cutting-edge technology and a network of experts, you’ll have the resources to make a real impact. Our award-winning training and development programs are designed to expand your technical expertise and leadership skills, helping you build the career you’ve always envisioned. Here, you’ll find a welcoming workplace built on respect, collaboration and community-where you have the freedom to grow in a world of opportunity.

As an Equal Opportunity Employer, we believe in your potential and are here to help you achieve it. All your information will be kept confidential according to EEO guidelines.