Chicago Transit Authority · 17 hours ago
Customer Service Representative I
Chicago, IL
Full-time
Onsite
Entry Level
$24.43/hr - $38.34/hr
1+ years expChicago Transit Authority is seeking a Customer Service Representative I who will act as the primary point of contact for external and internal customers. The role involves handling a high volume of calls, providing information, problem solving, and advocating for mass transit consumers while promoting a positive image for the Authority.
CommunitiesCustomer ServicePublic TransportationTransportationTravel
Responsibilities
Address customer concerns via inbound telephone calls including but not limited to fare media products, reduced fares, bus and rail service, travel information, CTA accessible services, account management and complaints resolution. Must disseminate CTA policy and procedures, maps, timetables and relevant customer information as requested
Must develop general knowledge of department policies, CTA rule books, CTA standard operating procedures, maps, schedules, products and services, bulletins, and transit system usage
Demonstrate basic computer skills and the ability to operate CTA databases to enter and retrieve customer feedback, and other types of communication equipment, to relay incoming, outgoing or interoffice calls
Required to maintain call center/CTA business standards, quotas, productivity goals and participate in coaching sessions, training and testing to achieve goals and maintain current organizational knowledge
Must maintain daily audit procedures and productivity reports to ensure performance requirements are met, track system access, account activity, service request entries, and other processes to ensure business trends are identified, and management is informed of operational issues
Must maintain and ensure security and confidentiality of customer information, follow all audit standards, ethics policies and customer service guidelines
Must be able to make routine arithmetical computations and tabulations accurately
Apply organizational knowledge and problem solving techniques to route calls, and resolve customer inquiries and respond to issues in a timely manner
Required to maintain desk manual for quick reference and information gathering and be familiar with CTA’s web site and evolving business trends
Make informed decisions pertaining to customer issues; establish priority for customer service matters according to urgency
Research and respond to customer inquiries using a variety of CTA databases and verbal communication methods. Conducts follow-up research. Thoroughly and accurately document customer concerns in real time
Perform related duties as assigned
Qualification
Required
High school diploma required, college preferred
Ability to speak, write and comprehend English and Spanish proficiently in order to understand and address customer inquiries preferred, and may be required
Must have a minimum 1-year previous Call Center experience
Subject to background and credit investigations
Must be accurate in inputting customer information in CTA databases
Must adhere to established productivity quotas and security policies and procedures
Required to accurately type at 25 words per minute
Must have good computer/data entry skills and ability to access and utilize multiple word processing programs and applications
Must possess good critical thinking skills and ability to resolve problems in a timely manner
Required to have effective written and verbal communication skills
Ability to interact with customers and various levels of Authority personnel and maintain a suitable temperament, and the highest level of service
Must be able to work various shifts and respond to CTA emergency situations on short notice
Adherence to CTA's confidentiality, ethics and privacy policies and established department policies and procedures
Maintain workplace safety standards
Ability to remain seated for work shift
Benefits
CTA Benefits
Company
Chicago Transit Authority
We deliver quality, affordable transit services that link people, jobs and communities.
10001+ employees
H1B Sponsorship
Chicago Transit Authority has a track record of offering H1B sponsorships. Please note that this does not
guarantee sponsorship for this specific role. Below presents additional info for your
reference. (Data Powered by US Department of Labor)
Distribution of Different Job Fields Receiving Sponsorship
Represents job field similar to this job
Trends of Total Sponsorships
2025 (1)
2024 (1)
2023 (3)
2022 (1)
2020 (3)
Funding
Current Stage
Late StageTotal Funding
$146.1MKey Investors
Federal Transit AdministrationU.S. Department of Transportation
2025-11-24Grant· $121.1M
2023-06-27Grant· $25M
Leadership Team
Jeremy Fine
Chief Financial Officer and Treasurer
Bill Mooney
Chief Infrastructure Officer
Recent News
Chicago Tribune
2026-01-23
2025-12-25
Company data provided by crunchbase