{"id":3978041,"url":"https://alion.io/job/aecom-customer-service-representative-ii-remote","title":"Customer Service Representative II (Remote)","company":{"id":3394,"name":"AECOM","domain":"aecom.com","url":"https://alion.io/company/aecom","size_band":"5000+","is_staffing_agency":false,"employer_type":"direct","is_intermediary":false,"listed_via":null,"ats_vendor":"SmartRecruiters","truth_index":{"grade":"B","score":74,"open_postings":733,"ghost_share":0.02,"stale_share":0.969,"repost_share":0.02,"time_to_fill_p50_days":35,"computed_at":"2026-11-09T06:03:00Z"}},"role":"Customer Success","role_family":"Customer Success","seniority":"middle","employment_type":"full_time","work_mode":"on_site","remote_scope":null,"remote_scope_basis":null,"remote_working_hours":null,"hiring_geo_confidence":"structured","locations":["United States"],"countries":["US"],"hiring_countries":[],"hiring_countries_total":0,"salary":{"min":22,"max":30,"currency":"USD","period":"hour","gross":null,"usd_annual":60000},"salary_estimate":null,"experience_years_min":2,"visa_sponsorship":false,"relocation_package":false,"has_equity":true,"technologies":[{"name":"Google Workspace","optional":false},{"name":"Microsoft Office","optional":false},{"name":"Zendesk","optional":false}],"status":"live","first_seen_at":"2026-11-09T15:06:09Z","employer_posted_date":"2026-11-09","last_verified_at":"2026-11-09T18:48:22Z","board_verified":true,"closed_at":null,"days_open":0,"trust":{"level":"ok","repost_count":null,"flags":[],"days_open":0},"description":"Work with Us. Change the World.\nAt AECOM, we're delivering a better world. Whether improving your commute, keeping the lights on, providing access to clean water, or transforming skylines, our work helps people and communities thrive. We are the world's trusted infrastructure consulting firm, partnering with clients to solve the world’s most complex challenges and build legacies for future generations.\nThere has never been a better time to be at AECOM. With accelerating infrastructure investment worldwide, our services are in great demand. We invite you to bring your bold ideas and big dreams and become part of a global team of over 50,000 planners, designers, engineers, scientists, digital innovators, program and construction managers and other professionals delivering projects that create a positive and tangible impact around the world.\nWe're one global team driven by our common purpose to deliver a better world. Join us.\n 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.\nThe 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.\nThe 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.\nThe 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.\nThe job responsibilities of the position will include but are not limited to:\nAnswer customer questions by phone, email, chat, and web, accurately and courteously.\nGive customers current information about Connecticut transportation programs, services, routes, schedules, and mobility resources, including active service alerts and disruptions.\nResolve issues on the first contact whenever possible. Escalate complex or sensitive cases to the Customer Support Manager following established procedures.\nFollow up with customers until their issue is closed out.\nUse plain language and adjust to each customer’s needs, including accessibility needs.\nDocument every interaction in Zendesk with clear notes and the right categories.\nFollow CTrides service standards, policies, and procedures.\nTake part in QA reviews and use the feedback to improve.\nAttend training, team meetings, and coaching sessions, and keep up with program and service changes.\nUse the knowledge base as the main source for answers, and flag anything that is missing, unclear, or out of date.\nTell the Customer Support Manager about trends in customer questions and complaints.\nWork the assigned schedule, including weekend shifts, and give advance notice of time-off requests.\nHelp teammates and cover gaps when service needs change.\nPerform other duties as assigned.\n MINIMUM REQUIREMENTS:\nHS + 2 years of related experience or demonstrated equivalency of experience and/or education.\n1 year of customer service experience by phone, email, or chat.\nWorking knowledge of Microsoft Office or Google Workspace, and the ability to learn new systems quickly.\nDependable attendance and availability for the assigned schedule, including weekends.\nPREFERRED QUALIFICATIONS:\nAssociate’s degree, or an equivalent combination of education and experience.\nExperience with Zendesk or a similar ticketing or case management system.\nContact center experience.\nExperience in public transportation, transit, or public-sector customer service.\nBilingual in English and Spanish.\nClear written and verbal communication, including accurate, professional writing.\nStrong attention to detail.\nAble to juggle multiple customer contacts and stay calm and professional with frustrated customers.\nWilling to help teammates when things get busy.\n Sponsorship for US employment authorization is not available now or in the future for this position.\nRelocation assistance is not available.\nRegular schedule includes weekend shifts.\nGeneral office environment, with extended periods of sitting, computer use, and phone work using a headset.\nAt 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.\nAbout AECOM\nAECOM 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.\nAECOM 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.\nWhat makes AECOM a great place to work\nYou 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.\nAs 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.","description_format":"text","description_chars":6864,"description_truncated":false,"requirements":{"experience_years_min":2,"management_years_min":null,"team_size_min":null,"manages_managers":false,"education":{"level":"associate","optional":false},"security_clearance":false,"languages":[{"language":"Spanish","level":"Proficiency (C2)","optional":true},{"language":"English","level":"Proficiency (C2)","optional":true}]},"benefits":["Flexible schedule","Relocation assistance","Retirement plans"],"hiring_locations":[{"name":"United States","iso":"US","kind":"country"}],"hiring_excludes":[],"relocation_offered":true,"industries":["Civil & Structural Engineering","Urban Planning","Architecture","Engineering Services"],"lifecycle":[{"event":"open","at":"2026-11-09T18:46:29Z"}],"visa":[{"country":"US","licensed_sponsor":true,"adverts_offering_sponsorship_24m":2,"sanctioned_now":false,"evidence":"H-1B filings in 12 months: 1","filings_12m":1,"filings_prev_12m":0,"green_card_filings_12m":0,"median_offered_wage_usd":307500,"route":null,"cap_exempt":false,"checked_at":"2026-11-09T07:32:21+00:00","sources":["US Department of Labor: LCA disclosure data (H-1B, H-1B1, E-3)","Alion: sponsorship offered in the employer's own job adverts (24 months)"],"filings_for_role_12m":0}],"liveness":{"score":86,"band":"hot","label":"Hiring now","p_open":1,"p_active":0.86,"p_room":1,"age_days":0,"expected_fill_days":35,"reasons":["conf:1","win:early","comp:brand"],"computed_at":"2026-11-09T20:43:26Z"},"pay":{"stated_usd_annual":60000,"is_top_pay":false},"html_url":"https://alion.io/job/aecom-customer-service-representative-ii-remote","json_url":"https://alion.io/job/aecom-customer-service-representative-ii-remote.json","meta":{"generated_at":"2026-11-09T20:43:26Z","cache_seconds":300,"methodology":"https://alion.io/methodology","terms":"https://alion.io/terms","contact":"https://alion.io/contact","api":"https://alion.io/developers","about":"Alion is a live layer of people, companies and AI agents: who they are, whether they are real and active right now, what they do and how to work with them, readable by people and by agents and paid per call.","catalog":"https://alion.io/catalog.json","usage":{"tier":"crawler_verified","counted_by":"address","units_charged":1,"used_today":8187,"day_limit":null,"remaining_today":null,"minute_limit":300,"resets_at":"2026-11-10T00:00:00Z"}},"offers":[{"id":"company.slices","title":"One company in depth, by slice","status":"live","price":{"credits":0.1,"usd":0.01,"plus_per_slice":{"credits":0.05,"usd":0.005}},"unit":"per company, plus each slice with data","note":"the employer in depth","call":{"mcp_tool":"get_company","arguments":{"id":3394},"rest":"https://alion.io/mcp/rest/get_company?id=3394"},"human":"https://alion.io/catalog?offer=company.slices&for=job%2Faecom-customer-service-representative-ii-remote"},{"id":"market.stats","title":"A market slice: pay, demand and time to fill","status":"live","price":{"credits":2,"usd":0.2},"unit":"per slice","note":"pay, demand and time to fill for this role and place","call":{"mcp_tool":"market_stats"},"human":"https://alion.io/catalog?offer=market.stats&for=job%2Faecom-customer-service-representative-ii-remote"},{"id":"job.search","title":"Open jobs by role, technology, place, pay and visa","status":"live","price":{"credits":0.1,"usd":0.01},"unit":"per posting in a list","note":"similar open postings","call":{"mcp_tool":"search_jobs"},"human":"https://alion.io/catalog?offer=job.search&for=job%2Faecom-customer-service-representative-ii-remote"},{"id":"company.verify","title":"Is this company real and active right now","status":"pilot","price":null,"unit":"per company","request":{"url":"https://alion.io/catalog/request","method":"POST","body":"{\"offer\": \"company.verify\", \"for\": \"job/aecom-customer-service-representative-ii-remote\", \"note\": \"what you need it for\"}"},"human":"https://alion.io/catalog?offer=company.verify&for=job%2Faecom-customer-service-representative-ii-remote"}],"agent":{"mcp":"https://alion.io/mcp/jobs","mcp_open":"https://alion.io/mcp/open","next":[{"tool":"get_job","arguments":{"id":3978041}},{"tool":"search_jobs","arguments":{"company":"aecom.com","detail":"compact"}},{"tool":"match_people","arguments":{"job_id":3978041},"note":"people open to offers who fit this vacancy"}],"note":"The same data through MCP tools: https://alion.io/mcp/open needs no sign-in (compact searches, postings, people); https://alion.io/mcp with an Alion account has everything. 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