Customer Service Lead
3 weeks ago
Customer Service Lead (Auburn)Reports to: Customer Service Supervisor WestFull time. Current hours are Monday Friday 8:45am 5:15pm, alternating Saturdays8:45am-1:15pm with a day off during the week. When/if hours of operation expand, hours will be alternating shifts of 6:45am-3:15pm and 11:00am-7:30pm as well as alternatingSaturdays.Job Description: Under the direction of the Customer Service Supervisor West and the AuburnAssociate Supervisor, the Customer Service Lead is the primary customer interface for the E-ZDriveMA program. The Customer Service Lead will open new accounts, make payments, update account information, test and replace transponders, and respond to customer requests. This responsibility includes ensuring E-ZDrive MA customer service requirements are protected and accounted for in accordance with TransCore and MassDOTs standards of performance. The Customer Service Lead will assist in maintaining a positive and productive work environment, in cashing out clerks, and in opening and closing the office. The Customer Service Lead, in conjunction with the AssociateSupervisor, is responsible for ensuring staff understands and follows established procedures, that the assets of MassDOT are properly controlled and safeguarded, and to communicate to the AssociateSupervisor staff performance issues. The Customer Service Lead will assist in handling escalated customer issues, assist with reports, training of staff, and with the auditing process.Essential Duties and Responsibilities:Act as a role model for staffMaintain exceptional level of customer service and handle escalated customer issues in the absence of the Associate SupervisorContribute to the training of satellite office staff to ensure they understand and follow proceduresEnsure the Service Center is clean, organized, and all equipment is functioning properlyEnsure timely communication of essential information to Associate Supervisor and toCustomer Service SupervisorAssist in creating a positive work environment that fosters a healthy team relationshipResponsible for understanding, monitoring, and meeting daily, weekly, monthly performance metrics and standards applicable to the Customer Care department, informing CustomerService Supervisor when issues arise that may impact metricsAssist with auditing and required TransCore reports (e.g., Daily Walk-in report, OpenPending, QLess, Metric 36) as neededProcess applications for walk-in customersPerform account maintenance, including account changes, transponder changes, recertifications, additional tag requests, replenishments, adjustments, and statement requestsEnsure daily cash outs are completed accuratelyMeet MassDOT standards and ensure the assets of MassDOT are properly controlled and safeguardedAssist in opening and closing the officeAssist at other E-ZDrive MA offices as neededPerform other duties as directed by TransCore management and supervisory staffRequired Skills:1-2 years customer service experience, preferably in a leadership positionFlexibility in schedulingExcellent phone skills, data entry skills, customer service skills, interpersonal skills, and problem- solving skillsAdapt quickly, efficiently, and positively to various projects assignedWorks well in a fast-paced, multi-task environmentMust remain professional under every circumstance with customers and staff membersOversee and maintain proper internal controls for monetary transactionsAble to communicate effectively both verbally and writtenMust maintain an excellent attendance recordBilingual in Spanish a plusEducation: High School Diploma or equivalent requiredJob Type: Full-timePay: $17.00 - $17.50 per hourExperience level:Under 1 yearShift:Day shiftWeekly day range:Monday to FridayRotating weekendsWork Location: In person#J-18808-Ljbffr
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