CSR Call Center Bilingual (Spanish) - Remote after Training

Summary : Under the direction of the Customer Communications Supervisors, the Customer Communications Representative (CSR) is the primary customer service interface for all E-ZPass MA and Pay-By-Plate (PBP) MA programs. The CSR is responsible for all telephone, e-mail, and chat account maintenance. The CSR determines the accuracy of account information, and ensures all required information is provided for security. The CSR enters information into the database, processes payments, and assists customers in understanding E-ZPass MA and Pay-By-Plate accounts. This responsibility includes ensuring E-ZPass MA and Pay-By-Plate MA customer’s’ service requirements are protected and accounted for in accordance with TransCore and MassDOT’s standards of performance.

Essential Duties and Responsibilities :

• Provide customer support via inbound and outbound calls, chat, and email in both English and Spanish, as needed.
• Process telephone, email & chat inquiries, fax information/applications to customer if required.
• Understand the business rules of all E-ZPass MA and PBP programs as they apply to phone/chat/email customer interactions, account establishment and account maintenance tasks.
• Perform account maintenance, including address changes, vehicle changes, transponder changes, payments, adjustments, statement requests and fastener strip requests.
• Research toll overcharges, Video Tolls (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.
• Work a rotating weekend schedule, one month on/one month off as scheduled or as required based on operational needs.
• 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 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 customer and staff members.
• Perform other duties as directed by TransCore management.

Requirements:

• Must be fluent in both English and Spanish
• 1-2 years customer service experience, preferably in a call center.
• High School Diploma or Equivalent Strongly Preferred
• Proficient in computer use and data entry skills
• Excellent phone skills, customer service skills, interpersonal skills, and problem solving skills.
• Must pass a drug screen and background check
• Must be able to commute to the Auburn, MA office for training and as required

Full-time Schedule :

• Monday - Friday, 10:30AM -7:00PM
• All employees are required to work monthly rotating Saturdays from 9AM - 1PM (with time off during the week to maintain 40-hour work week)

TransCore is an Equal Opportunity Employer – EEO/AA/M/F/Vet/Disability

Pay: $16.50 per hour

Application Question(s):

• What is your desired salary?

Education:

• High school or equivalent (Required)

Language:

• Spanish and English (Required)

Work Location: In person

Salary : $17