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Customer Service Representative

2 months ago


Hollywood, Florida, United States TransCore Full time
Job Summary

We are seeking a highly skilled Customer Service Representative to join our team at TransCore in Miramar, Florida. As a key member of our Customer Communications department, you will be responsible for providing exceptional customer service to our E-ZPass Program patrons.

Key Responsibilities
  • Process telephone, email, and chat inquiries, and respond to customer requests in a timely and professional manner.
  • 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, including daily Phone Call Log.
  • Cash out and prepare deposit at the end of shift.
  • Work a rotating weekend schedule.
  • File applications and other paperwork 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.
  • 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.
  • Must remain professional under every circumstance with patrons and staff members.
Requirements
  • High School Diploma or Equivalent.
  • Typing skills of 5,000 KPH or more.
  • Must pass a drug screen and background check.
  • Must be able to reliably commute to our Miramar, FL office for up to 3 months for training.
  • Must have a quiet dedicated work space to work from home, once fully trained.
  • Must have reliable internet access, up to 50 Mbps.
  • Bi-lingual fluency in English and Spanish preferred.
Work Environment

The work environment is moderate, with occasional noise levels.