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E-ZPass Customer Support Supervisor
2 months ago
Position Overview: Under the guidance of the Customer Service Supervisor, the Customer Service Team Leader serves as the primary point of contact for the E-ZPass MA program. This role encompasses opening new accounts, processing payments, updating account details, recertifying accounts, testing and replacing transponders, and addressing customer inquiries. The Customer Service Team Leader is responsible for ensuring that the service needs of E-ZPass MA customers are met in alignment with TransCore and MassDOT's performance standards. Additionally, this position plays a crucial role in fostering a positive and efficient work environment, assisting with cash management, and overseeing the daily operations of the E-ZPass MA office.
Key Responsibilities:
- Availability to work Monday through Friday with alternating Saturdays.
- Serve as a role model for team members.
- Maintain a high standard of customer service and manage escalated customer concerns in the absence of the Associate Supervisor.
- Contribute to the training of staff to ensure adherence to established procedures.
- Ensure the Service Center is organized, clean, and that all equipment is functioning correctly.
- Facilitate timely communication of critical information to the Associate Supervisor and Customer Care Supervisor.
- Help create a supportive work atmosphere that encourages teamwork.
- Assist with auditing and generating required reports as needed, including ordering supplies.
- Monitor and meet daily, weekly, and monthly performance metrics relevant to the Customer Care Department, alerting the Customer Care Supervisor to any issues affecting these metrics.
- Process applications for walk-in customers.
- Conduct account maintenance tasks, including changes, transponder updates, recertifications, additional tag requests, replenishments, adjustments, and statement requests.
- Prepare work for courier delivery.
- Ensure accurate completion of daily cash outs and deposits.
- Safeguard the assets of MassDOT.
- Assist with the opening and closing of the office as necessary.
- Adhere to MassDOT standards.
- Perform additional duties as assigned by TransCore management and supervisory staff.
- Support MassDOT live sign-ups.
- Work at various E-ZPass MA facilities as needed.
- 1-2 years of experience in customer service, preferably in a leadership capacity.
- Flexibility in scheduling is essential.
- Strong phone, data entry, customer service, interpersonal, and problem-solving skills.
- Ability to make sound judgments and quick decisions.
- Adaptability to various assigned projects.
- Ability to thrive in a fast-paced, multi-tasking environment.
- Oversee and maintain proper internal controls for financial transactions.
- Effective verbal and written communication skills.
- Bilingual in Spanish is a plus.
- Consistent attendance is required.
- High School Equivalent required; College Education preferred.
Language Skills: Ability to read and comprehend simple instructions, short correspondence, and memos. Capable of writing simple correspondence and effectively presenting information in one-on-one and small group settings.
Mathematical Skills: Proficient in basic arithmetic operations and able to compute rates, ratios, and percentages, as well as interpret bar graphs.
Reasoning Ability: Ability to apply common sense to carry out instructions provided in written, oral, or diagram form and to address problems involving multiple concrete variables in standardized situations.
Physical Demands: The physical demands outlined here are representative of those that must be met by an employee to successfully perform the essential functions of this role. Reasonable accommodations may be made for individuals with disabilities.
While performing the duties of this position, the employee is regularly required to use hands to handle or feel and to talk or hear. The employee frequently walks and sits, occasionally standing and reaching with hands and arms. The employee may occasionally lift and/or move up to 25 pounds.
Work Environment: The characteristics of the work environment described here are representative of those an employee may encounter while performing the essential functions of this job. Reasonable accommodations may be made for individuals with disabilities.
The noise level in the work environment is typically moderate.
Equal Opportunity Employer/Protected Veterans/Individuals with Disabilities.
