Customer Service Center Representative (Jersey City, NJ)

Enlightened, Inc.•Jersey City, NJ

About The Position

As one of the Washington Metropolitan area’s fastest-growing IT companies, we are always looking for creative, passionate, and responsible individuals. We recognize that intelligent, dedicated employees are our greatest asset. If you value innovation, integrity, and a drive to deliver, we invite you to become Enlightened. We are hiring a Customer Service Center Representative (CSR) to support the Port Authority of New York and New Jersey (PATH) riders and staff. This position serves as the initial point of contact for customers of (PATH), using established procedures and troubleshooting tools to provide timely and effective assistance. About the Port Authority: Founded in 1921, the Port Authority of New York and New Jersey builds, operates, and maintains critical transportation and trade infrastructure across the region. It also owns and manages the 16-acre World Trade Center site, home to the iconic One World Trade Center.

Requirements

High School Diploma or equivalent.
At least 2 years of customer service experience, including high-volume call center support
Proficiency in Microsoft Office, particularly Excel.
Strong written, verbal, and interpersonal communication skills
Ability to work independently and remain professional under pressure.
Minimum of 1 year collaborating across diverse teams

Nice To Haves

Minimum of 1 year of college (30 credit hours).
Experience in financial services or banking.

Responsibilities

Provide support via phone, email, and other channels while documenting all inquiries and resolutions.
Register various fare cards by entering data into the central database and PCPS website.
Handle lost or malfunctioning card claims, including processing replacements and updating records.
Investigate and resolve issues related to ticket vending machines and advise customers of next steps.
Process new and replacement web orders and maintain related spreadsheets.
Assist with refund and transaction investigations, providing analysis for supervisor review.
Execute product and monetary refunds through the central database and PATH website per guidelines.
Monitor and escalate incomplete or missing transactions to the Team Lead.
Advise customers on PCPS technical issues and guide appropriate actions.
Provide clear, knowledgeable guidance to help customers make informed decisions.