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Customer Service Representative

4 months ago

Dover, United States TransCore Full time
Job Details Description

TransCore (TRN), a subsidiary of ST Engineering, is seeking full-time Customer Service Representatives to join our Production Team in Dover, Delaware.

Summary:  Under the direction of the Production Customer Service Supervisor/Lead, the Customer Service Representative will be responsible for quality service and providing accurate information to customers. The Production CSR is responsible to accurately process violation events through the violation life cycle.   As a secondary function, performs other service center support functions such as open accounts, explain policies and procedures, and process payment information. This responsibility includes ensuring service requirements are protected and accounted for in accordance with set standards.

Qualifications:  To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Essential Duties and Responsibilities include the following. Other duties may be assigned.

  • Assists customers with the account opening process.
  • Accurately explains the terms/conditions and policies/procedures relating to the account.
  • Processes account payments, perform cash out process at end of shift
  • Consistently meets or exceeds performance goals to ensure the highest quality of service is provided to the customer.
  • Performs account maintenance, including account changes, adjustments, and statement requests.
  • Contacts customers for additional account information.
  • Assists in problem correspondence as required.
  • Prepares reports including CSR Daily Activity report and cash out report.
  • Advances violations process by approving image review determinations
  • Researches and processes violation appeals accurately and in a timely manner in accordance with performance requirements
  • Track and record violation processing statistics and provide them to supervisor or work lead as needed
  • Performs second-level quality assurance of violations and appeal processing
  • Verifies daily violation notice print batches
  • Supports the Service Center for customer service phone calls by responding to incoming phone inquiries regarding E-ZPass accounts, violations, and DMV
  • Regular and predictable attendance is an essential function of this job

Language Skills:  Bi-lingual fluency in English and Spanish preferred.

Scheduling: Variable shifts will be required to support business operating hours.  Extra and irregular hours may be required due to temporary and/or unforeseen work demands.

Education :  High school diploma or general education degree (GED) required.

Skill:  Acquires job skills and learns company policies and procedures to complete tasks.

Job Complexity:  Works on assignments that are semi-routine in nature but recognizes the need for occasional deviation from accepted practice.

Supervision:  Normally follows established procedures on routine work, requires instructions only on new assignments.

Experience:  Typically requires a minimum of 0 - 1 year of related experience.

Language Skills:  Ability to read and comprehend simple instructions, short correspondence, and memos.  Ability to write simple correspondence.  Ability to effectively present information in one-on-one and small group situations to customers, clients, and other employees of the organization.

Mathematical Skills:  Ability to add and subtract two digit numbers and to multiply and divide with 10's and 100's.  Ability to perform these operations using units of American money and weight measurement, volume, and distance.

Reasoning Ability:  Ability to apply common sense understanding to carry out instructions furnished in written, oral, or diagram form.  Ability to deal with problems involving several concrete variables in standardized situations.

Physical Demands:  The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

While performing the duties of this job, the employee is regularly required to sit; use hands to finger, handle, or feel and talk or hear. The employee is occasionally required to stand; walk and reach with hands and arms. The employee must occasionally lift and/or move up to 25 pounds.

Work Environment:  The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

The noise level in the work environment is usually moderate. 

Qualifications Skills

Behaviors : Motivations : Education

Experience Licenses & Certifications

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)