TransCore (TRN), a subsidiary of ST Engineering, is seeking full-time Production Service Representatives to join our team in White Marsh, Maryland.
Job Summary: Under the direction of the Production Supervisor, the Production Service Representative (PSR) is responsible for customer email/chat inquiries, second pass image review, and case management. PSRs perform DMV Reviews and Image Re-reviews to ensure that license plates are accurately identified and associated with the correct transactions. PSRs are responsible for the management and resolution of cases. PSRs provide the Call Center support when volumes dictate. This responsibility includes ensuring service requirements are protected and accounted for in accordance with set standards.
Qualifications: Able to be flexible to work varies schedules between 7:00am - 8:00pm M-F and Sat 8:00-2:00pm.
Essential Duties and Responsibilities include the following. Other duties may be assigned.

• Assists customers with the account opening process.
• Receives incoming email and chat requests regarding E-ZPass services
• Advances violations process by approving image review determinations.
• Responds to escalated E-ZPass inquiries that require judgment in resolving issues or in making recommendations
• Accurately explains the terms/conditions and policies/procedures relating to the account.
• Receives incoming email and chat requests regarding E-ZPass services
• Advances violations process by approving image review determinations.
• Responds to escalated E-ZPass inquiries that require judgment in resolving issues or in making recommendations
• 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.

Education :High school diploma (some college preferred) and a minimum of 2 years' experience in delivery of customer service and support programs.
Skill: Acquires job skills and learns company policies and procedures to complete tasks.
Desired Skills : Bilingual in Spanish
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.
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)