JOB SUMMARY

The Customer Service Representative is responsible for handling all customer inquiries into the Customer Service Center, in addition to other delegated duties.

JOB DESCRIPTION

This job description is intended to be flexible to meet business needs and is not an exhaustive list of all responsibilities, or qualifications associated with this position. 

• Customer Service Representatives may be reassigned on a long term or temporary basis to other shifts, or schedules to balance manpower and/or to meet the business requirements of the MN E-ZPass contract.
• Provide courteous, professional, and timely service to E-ZPass customers in a public setting via phone, both inbound and outbound, chat, email, USPS mail, and walk-in service. 
  • Explain how MN E-ZPass service operates, in a variety of formats

This may include, but is not limited to:

• Promote the MN E-ZPass service as a way to alleviate traffic problems and save time while on the highway, in addition to efficiently navigating many out-of-state toll roads
• Promote a positive customer experience
• Open and close E-ZPass accounts
• Update customer account and payment information
• Assist customers in filling out applications and enter customer information into the system
• Assign E-ZPass tags/transponders to customer accounts
• Contact customers regarding bounced back emails and expired credit cards
• Contact customers regarding delegated projects as assigned
• Ensure phone coverage is always maintained during assigned schedule.
• Answer numerous routine and non-routine customer calls daily
• Quickly learn and be able to comfortably navigate the MN E-ZPass database
• Handle assigned mail/deliveries and document required process in account history notes
• Document all customer interactions in the Account History Notes
• Save any customer correspondence into account customer correspondence
• Set up account merges and forward them to the Customer Service Lead to complete
• Learn the fulfillment process and stand-in when the Fulfillment Associate is absent, or when otherwise requested by management
• Closely follow company and E-ZPass policies and procedures
• Demonstrate a strong team work ethic and open office communication
• Maintaina high standard of customer service and professionalism in the office
• Maintain a positive relationship with customers and coworkers
• Communicate effectively with a variety of people across various levels both within and outside the organization
• Other duties as assigned

SUPERVISORY RESPONSIBILITIES

There are no supervisory responsibilities with this position

REQUIRED QUALIFICATIONS / SKILLS

• High School Diploma or GED
• Pass a Skills Assessment test
• Ability to adhere to strict attendance requirements
• Excellent verbal and written communication skills
• Strong problem solving skills
• Ability to frequently multi-task
• Demonstrated efficiency, organizational skills, and administrative skills
• Computer literacy
• Ability to work both independently and as part of a closely integrated team
• Demonstrated ability to establish and maintain good customer and working relationships
• Must be able to maintain a work schedule during scheduled business excluding approved time off, holidays and unplanned absences taken within defined limitations.
• Flexibility to change normal shift time as needed for operational demands
• Ability to meet or exceed performance standards.

PREFERED EXPERIENCE

• Call center experience
• Experience with customer account management systems
• Experience with Word, Excel, Outlook, Microsoft Teams and Office 365
• Knowledge of E-ZPass, WSP, and MnDOT
• A minimum of one year customer service experience
• Call center experience
• Bi-lingual a plus

PHYSICAL DEMANDS

Primarily desk work, requiring frequent hand/eye coordination to operate computer, keyboard, and office equipment; vision for reading, recording, and interpreting information; frequent speech, hearing, and listening to maintain communication. May require occasionally lifting of maximum 30 pounds.