Customer Service Rep (Back office) (E-ZPass Auburn MA) *NOT Remote

Schedule: Monday - Friday, 8:30AM - 5:00PM

The position is on-site at the Auburn E-ZPass Center.

Job Description: Under the direction of the Customer Care Supervisor, the CSR is the primary customer interface for the EZDriveMA program. The CSR is responsible for all account maintenance. The CSR scans the work for accuracy, and ensures all required information is provided. The CSR will open new accounts, make payments, update account information, transfer, and close accounts, and respond to customer requests. This responsibility includes ensuring EZDriveMA customer’s service requirements are protected and accounted for in accordance with TransCore and MassDOT’s standards of performance.

Essential Duties and Responsibilities:

• Providing exceptional customer service and efficiently handling customer issues

• Perform account maintenance, including establishment of new accounts, account updates, transponder changes, additional transponder requests, replenishments, adjustments, and statement requests

• Process and maintain special accounts including Retail Merchant, Carpool, Resident, and Commercial

• Process Customer Care backlog to include correspondence, transfers, closed accounts, TORs, disputed toll requests, tag fulfillment queues.

• Research and process appeals, submitting images for retrieval as needed

• Contact customers for additional account information

• Keep neat and accurate records

• Audit work for accuracy

• Cash out and prepare deposit at end of shift

• Meet MassDOT standards

• Perform other duties as directed by TransCore management and supervisory staff

Additional Duties that May be Required:

• Assist in MassDOT live sign-ups

• Assist with returned mail

• Work at other EZDriveMA facilities

• Work the front counter to assist customers

Required Skills:

• 1-2 years customer service experience

• Accuracy and attention to detail is critical

• Excellent phone skills, data entry skills, customer service skills, interpersonal skills, and problem solving skills

• Adapt quickly, efficiently, and positively to various projects assigned

• Works well in a fast-paced, multi-task environment

• Must remain professional under every circumstance with customers and staff members

• Must maintain an excellent attendance record

Education: High School Equivalent strongly preferred

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

Job Type: Full-time

Pay: $16.50 per hour

Shift:

• 8 hour shift
• Day shift

Application Question(s):

• What is your desired salary?

Education:

• High school or equivalent (Required)

Experience:

• Customer Service: 1 year (Preferred)

Work Location: In person

Benefits:

Salary : $17