JOB SUMMARY

The Lead Customer Service Representative (Lead CSR) is responsible for handling numerous and continuous day to day customer interactions, plus delegated duties from the Customer Service Manager or Project Manager

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. 

• Provide courteous, professional, and timely service to E-ZPass customers via phone, chat, email, and walk-in service. 
  • Answering general E-ZPass questions

This may include, but is not limited to:

• Opening and closing E-ZPass accounts
• Updating customer account and payment information
• Assigning E-ZPass tags/transponders to customer accounts
• Contacting customers regarding bounced back emails
• Contacting customers regarding delegated projects as assigned by Manager
• Address all customer tickets within specified performance requirements.
• Research pending active accounts, contact customer and document required process in account history notes.
• Research duplicate accounts and document required process in account history notes.
• Log incoming mail/deliveries from USPS, UPS, and FedEx, et.al Distribute mail to CSRs handling that account. 
• Handle unassigned mail/deliveries and document required process in account history notes.
• Scan, save and review spreadsheets returned by Waters Edge for accuracy. Document any returned tags and closure notices. Save any closure notices into account customer correspondence. 
• Perform required procedure for inactive customer accounts per Business Rules and document required process in the account history notes. Once completed, enter the account on the appropriate spreadsheet
• Print and mail monthly statements, and account letters for customers who’ve requested mailed correspondence as needed. 
• Merge customer accounts as needed, following the written procedure, review completed merge for inaccuracies or missing information, and submit the completed process for review.
• Assist customers with Minnesota and Out-of-State toll and fee disputes, adjusting tolls and fees as needed per Business Rules, under the supervision of the Customer Service Manager
• Perform required procedure for negative balance accounts. Maintain documentation in account history notes.
• Contact customers who have accounts with expiring credit cards. Document in account history notes.
• Stand-in when the Fulfillment Associate is absent, or when otherwise requested by management.
• Contribute to weekly meeting agenda
• Review pending closed accounts
• Other duties as assigned

SUPERVISORY RESPONSIBILITIES

• Oversee and assist Customer Service Representatives with questions, problems, responses to customer interactions and navigating CAMS. 
• Follow and enforce company and E-ZPass policies and procedures
• Cultivate a strong team work ethic and open office communication
• Model and ensure a high standard of customer service and professionalism in the office
• Train new hires and other employees as assigned
• Resolve escalated or highly charged contacts with customers
• Counsel, coordinate, and help to maintain good office tone. Mediate irritations between team members
• Keep track of customer service representatives’ attendance
• Assist in maintaining employee behavior log.

REQUIRED QUALIFICATIONS / SKILLS

• High School Diploma or GED
• A minimum of three years customer service experience
• A minimum of three years supervisory, management or training experience 
• A minimum of one year tolling operations experience
• Ability to adhere to strict attendance requirements
• Excellent verbal and written communication skills
• Strong problem solving skills
• Ability to frequently multi-task
• Efficiency, organizational skills, and administrative skills
• Excellent computer literacy
• Proficiency with Word, Outlook, and Excel
• Ability to work both independently and as part of a closely integrated team
• Demonstrated ability to establish and maintain good customer and working relationships

PREFERED EXPERIENCE

• Call center experience
• Experience with customer account management systems
• Experience with Cisco phone systems, Oracle, Power Point, and Microsoft Teams and Office 365
• Flexibility to change normal shift time as needed for operational demands
• Knowledge of E-ZPass, WSP, and MnDOT
• 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.