** Customer Care Supervisor**

**Job Category****:** Customer Support **Requisition Number****:** CUSTO10561 Showing 1 location **Job Details**

**Description**

**TransCore (TRN), a subsidiary of Roper Technologies, Inc. (NYSE: ROP) is seeking a full-time Customer Care Supervisor to join our team in Auburn, Massachusetts.**

**Job Summary:** Under the direction of the Customer Care Manager, this Customer Care Supervisor is primarily responsible for the daily operations and performance of the Natick, Havre Street, and Saugus Walk-In Centers (WIC) for the E-ZPass MA and PAY BY PLATE MA programs. In conjunction with three Associate Supervisors, the supervisor oversees 22 employees (may increase or decrease). The supervisor mentors and provides feedback to employees regarding job performance, monitors day-to-day activity of employees and conducts performance reviews. The supervisor ensures that all walk-in inquiries are responded to promptly and within the contractual performance metrics. The supervisor will work with the Customer Care Manager maintaining the budgeted profit margin for each individual Walk-In Center.

**Essential Duties and Responsibilities**: include the following; although other duties may be assigned:

* Successfully complete all required training for this position; being well-versed in all Customer Care

Representative and Associate Supervisor tasks

* Coordinate daily activities of the Walk-In Centers, monitor and participate in account establishment as well as

maintenance tasks, providing and ensuring exceptional customer service

* Establish and monitor statistical performance reporting criteria, enforce policies and procedures to ensure all

staff meet or exceed expected customer service and performance levels and efficiencies are maximized

* Working together with the Associate Supervisors, act as a team mentor for all Walk-in Customer Care team

members, answer questions, settle issues, inform and direct staff as needed on all account maintenance

transactions to ensure proper procedures are followed

* Responsible for all aspects of the Resident Program including: qualification/recertification process and account

maintenance

* Review Commercial accounts opened for accuracy

* Perform Walk-in Center quality assurance reviews for items processed by other department members to use as

learning opportunities and to ensure consistent information is being shared

* Correct/resolve and address (including: re-training, if applicable) any QA findings, and develop preventive

measures

* Responsibleforunderstanding,monitoringandmeetingdaily,weekly,monthlyperformancemetricsand

standards (#37-38, 43-45); informing manager when issues arise that impact metrics

* Monitor, evaluate and document staffs customer interactions to ensure procedures are followed, and retraining

opportunities are identified (if applicable)

* Ensure each WIC is opened and closed as scheduled, and staff are ready to assist customers/non-customers at

the beginning of their shift; open and close Walk-in Center locations as required.

* Promptly resolve escalated customer/non-customer interactions, keeping Customer Care Manager appraised

of unusual and/or urgent activities

* In conjunction with the Customer Care Supervisor Central & West, coordinate and staff all live sign-ups

with MassDOT, ensuring all new enrollments are processed within the required time frame (2 business days)

* Reviewresumes,interviewjobapplicants,andworkingwithHumanResourcesensurenecessarypaperwork

for new hires is processed

* Create and conduct annual performance reviews for all Walk-in Center staff setting attainable and appropriate

goals and objectives

* Coordinate and approve payroll for Customer Care staff, track Comprehensive Leave, DSL, STD and FMLA

* Per the accepted contract pricing (Appendix M1B of the MassDOT AET CSC Agreement), maintain the

budgeted profit margin for each WIC location individually

* Travel to WICs to monitor and assist with Customer Care activities on a monthly basis and fill in for staff

when needed to maintain proper service levels

* Work with QC/QA department to find efficiencies and improve quality where possible

* Provide staff with support, redirection, and opportunities for cross-training and retraining as needed

* Provide CSC support by assisting other departments/department members to ensure all work is completed on

a daily basis and all metrics are met

* Must remain professional under every circumstance with customers/non-customers and staff members

* Must have and maintain an active Drivers License since the job will require to travel to various locations

* Must be available outside of normal shift to answer questions or concerns and provide support to WICs

* Perform other duties as directed by TransCore management

**Desired Skills:**

* Minimum 3-5 years customer service experience, preferably at a supervisory level

* Excellent communication skills (both verbal and written), data entry skills, customer service skills,

interpersonal skills, and problem solving skills

* Works well in a fast-paced, high customer interaction volume and multi-task environment

* Thoroughly and efficiently carries out projects from start to finish

* Must remain professional under every circumstance with customers/non-customers and staff members

* Team player, self-starter, proactive, conscientious, results oriented, proven attention to detail

* Solid keyboard skills, with a minimum of 5000 keystrokes/hour

* Advanced skills in Excel and Word

* Must maintain an excellent attendance record and be able to work flexible hours

* Bilingual in Spanish a plus

**Education:** Associates Degree Required; Bachelors Degree Preferred

**Qualifications**

**Skills**

**Behaviors**

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**Motivations**

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**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 contractors legal duty to furnish information. 41 CFR 60-1.35(c)