Key skills
Account MaintenancePayment ProcessingTyping SkillsWorkdayLeadershipCommunication
About this role
TransCore, a subsidiary of ST Engineering, is seeking full-time Customer Service Representatives to join our Call Center team in Auburn, Massachusetts. The CSR is responsible for all telephone, e-mail, and chat account maintenance, ensuring accurate account information and assisting patrons with E-ZPass MA procedures.
Responsibilities:
- Process telephone, email & chat inquiries, fax information/applications to customer if required
- 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 to include the 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. The computer is to be logged in and the phone is open and ready to take a call precisely at the beginning of a 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. This includes clear communication with leadership staff about leaving the Customer Communications department for any reason
- Must remain professional under every circumstance with patrons and staff members
- Perform other duties as directed by TransCore management
Requirements:
- Proficient computer and typing skills
- Must pass a drug screen and background check
- Must be able to reliably commute to our Auburn, MA office
- High School Diploma or Equivalent Strongly Preferred
- High school diploma or equivalent preferred