Customer Service Representative (Lee, MA)

Schedule: Tuesdays & Fridays 6:45am-3:15pm, Wednesdays & Thursdays 10:45am-7:15pm, Saturdays 8:45am-1:15pm

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

Job Description: Under the direction of the Customer Care Supervisor/Lee Associate Supervisor, the Lee CSR is the primary customer interface for the E-ZDrive MA program. The CSR is responsible for all account maintenance involving walk-in customers. 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, test and replace transponders, and respond to customer requests. This responsibility includes ensuring E-ZDrive 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 exceptional customer service and efficiently handle customer issues.
• Perform account maintenance, including account changes, transponder changes, additional tag requests, replenishments, adjustments, and statement requests.
• Process special accounts including Carpool, Commercial, and Resident.
• Assist in the reduction of Customer Care backlog (i.e., correspondence, adjustments, closed accounts, transfers, return mail, Carpool and Resident queues, etc.)
• Contact customers for additional account information.
• Prepare reports to include daily Walk-In Report.
• Audit work for accuracy.
• Assist in opening and closing the office as needed.
• Cash out and prepare deposit at end of shift.
• Meet MassDOT standards.
• Perform other duties as directed by TransCore management and supervisory staff.
• Greet customers, check for appointments, and assist customers without appointments.
• Process applications for walk-in customers.

Additional Duties that May be Required:

• Assist at other E-ZDrive MA facilities.
• Assist in manning live sign-ups
• Assist with phones (inbound/outbound calls).
• Assist with processing images for the Image Review department.

Requirements:

• High School Diploma or Equivalent
• Proficient computer and typing skills
• Must pass a drug screen and background check
• Must be vaccinated against COVID-19

Education: High School Equivalent strongly preferred

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

Job Types: Full-time, Contract, Temporary

Pay: $16.50 per hour

Expected hours: 8 per week

Shift:

• 8 hour shift

Application Question(s):

• What is your minimum salary requirement?

Education:

• High school or equivalent (Required)

Experience:

• Customer Service: 1 year (Preferred)

Ability to Relocate:

• Lee, MA 01238: Relocate before starting work (Required)

Work Location: In person

Salary : $17