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Customer Service Representative
4 months ago
Summary: Under the direction of the Customer Communications Supervisors, the Customer Communications Representative is the primary customer service interface for the E-ZPass MA Program. The CSR is responsible for all telephone, e-mail, and chat account maintenance. The CSR determines the accuracy of account information, and ensures all required information is provided for security. The CSR enters information into the database, processes payments, and assists patrons in understanding EZPass MA procedures regarding payment options, information changes and Violations enforcement. This responsibility includes ensuring E-ZPass MA patrons' service requirements are protected and accounted for in accordance with TransCore and MassDOT's standards of performance.
Essential Duties and Responsibilities:
- Process telephone, email & chat inquiries, fax information/applications to customer if required.
- Perform account maintenance, including address changes, vehicle changes, transponder changes, payments, adjustments, statement requests and fastener strip requests.
- Research toll overcharges, v-tolls, and submit for adjustments.
- Provide assistance to process/update expired credit cards, option changes, replenishment amounts, balance thresholds, address changes, add tags, process applications, and correspondence.
- Prepare reports to include daily Phone Call Log.
- Cash out and prepare deposit at the end of shift.
- Work a rotating weekend schedule.
- File applications and other paper work as necessary.
- Responsible for maintaining a weekly average "Not Ready" of 15% or less.
- Prepared to take calls and/or start workday exactly at start of shift. Computer is to be logged in and phone is open and ready to take a call precisely at the beginning of a shift.
- Participate in the Quality Assurance process: Call Monitoring and auditing of Log Sheets and Correspondence on a monthly basis.
- Adhere to structured break and lunch schedules. This includes clear communication with leadership staff for leaving the Customer Communications department for any reason.
- Must remain professional under every circumstance with patrons and staff members.
- Perform other duties as directed by TransCore management.
- High School Diploma or Equivalent Strongly Preferred
- Proficient computer and typing skills
- Must pass a drug screen and background check
- Must be able to reliably commute to our Auburn, MA office
Equal Opportunity Employer/Protected Veterans/Individuals with Disabilities
The contractor will not discharge or in any other manner discriminate against employees or applicants because they have inquired about, discussed, or disclosed their own pay or the pay of another employee or applicant. However, employees who have access to the compensation information of other employees or applicants as a part of their essential job functions cannot disclose the pay of other employees or applicants to individuals who do not otherwise have access to compensation information, unless the disclosure is (a) in response to a formal complaint or charge, (b) in furtherance of an investigation, proceeding, hearing, or action, including an investigation conducted by the employer, or (c) consistent with the contractor's legal duty to furnish information. 41 CFR 60-1.35(c)
