Customer Service Lead at TransCore LP in Auburn, Massachusetts

Job Description:

TransCore (TRN), a subsidiary of ST Engineering, is seeking a full-time Customer Service Lead to join our team in Auburn, Massachusetts.

Job Summary: Under the direction of the Customer Service Supervisor, the Customer Service Lead is the primary customer interface for the E-ZPass MA program. The Customer Service Lead will open new accounts, make payments, change account information, recertify accounts, test and replace transponders, and respond to customer requests. This responsibility includes ensuring E-ZPass MA customers' service requirements are protected and accounted for in accordance with TransCore and MassDOT's 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 E-ZPass MA office. The Customer Service Lead in conjunction with the Customer Care Associate Supervisor 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 Customer Care Associate Supervisor 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 by reviewing paperwork for accuracy and ensuring all required information is provided.

Essential Duties and Responsibilities include but are not limited to the following:

• Available to work Monday - Friday alternating shifts of 6:45am-3:15pm & 11:15am-7:45pm, with alternating Saturdays 8:45am-1:45pm
• Act as a role model for staff
• Maintain exceptional level of customer service and handle escalated customer issues in the absence of the Associate Supervisor
• Contribute to the training of satellite office staff to ensure they understand and follow procedures
• Ensure the Service Center is clean, organized and all equipment is functioning properly
• Ensure timely communication of essential information to Associate Supervisor and to Customer Care Supervisor
• Assist in creating a positive work environment that fosters a healthy team relationship
• Assist with auditing and required TransCore reports (e.g. Daily Walk-in report) as needed as well as order supplies
• Responsible for understanding, monitoring, and meeting daily, weekly, monthly performance metrics and standards applicable to the Customer Care Department; informing Customer Care Supervisor when issues arise that impact metrics
• Process applications for walk-in customers
• Perform account maintenance, including account changes, transponder changes, re-certifications, additional tag requests, replenishments, adjustments, and statement requests
• Prepare work to be couriered
• Ensure daily cash outs and deposits are completed accurately
• Ensure the assets of MassDOT are properly controlled and safeguarded
• Assist in opening and closing the office as needed
• Meet MassDOT standards
• Perform other duties as directed by TransCore management and supervisory staff

Additional Duties that May Be Assigned:

• Assist in MassDOT live sign-ups
• Work at other E-ZPass MA facilities

Desired Skills:

• 1-2 years customer service experience, preferably in a leadership position
• Flexibility in scheduling
• Excellent phone skills, data entry skills, customer service skills, interpersonal skills, and problem solving skills
• Able to exercise good judgment in making quick and efficient decisions
• Adapt quickly, efficiently, and positively to various projects assigned
• Works well in a fast-paced, multi-task environment
• Oversee and maintain proper internal controls for monetary transactions
• Able to communicate effectively both verbally and in writing
• Bilingual in Spanish a plus
• Must maintain an excellent attendance record

Education:

• High School Equivalent required. College Education Preferred.

Job Complexity: Works on assignments that are moderately difficult, requiring judgment in resolving issues or in making recommendations.

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, subtract, multiply, and divide in all units of measure, using whole numbers, common fractions, and decimals. Ability to compute rate, ratio, and percent and to draw and interpret bar graphs.

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 use hands to finger, handle, or feel and talk or hear. The employee is frequently required to walk and sit. The employee is occasionally required to stand 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.

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