Customer Service Representatives - Kennedy Space Center, United States - TransCore

Description

** Customer Service Representatives**

**Job Category****:** Customer Support **Requisition Number****:** CUSTO011851 Showing 1 location **Job Details**

**Description**

**TransCore (TRN), a subsidiary of Roper Technologies, Inc. (NYSE: ROP) is seeking full-time Customer Service Representatives to join our team in Orlando, Florida.**

**Summary:** Under the direction of the Customer Communications Supervisors, the Customer Communications Representative is the primary customer service interface for the E-ZPass Program. 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 patrons in understanding EZPass procedures regarding payment options, information changes and Violations enforcement. This responsibility includes ensuring E-ZPass patrons service requirements are protected and accounted for in accordance with TransCore and our clients standards of performance.

**Qualifications:** To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Must have availability to work an 8-hour shift during hours of operation, Monday - Friday 7:00 AM - 8:00 PM and Saturday's 8:00 AM - 4:30 PM (rotating 1-2 per month after training ends, you will get a day off during the week when working a Saturday).

Training is Full-Time in the Orlando office for 2-3 months, however you will be able to work from home once training is completed.

**Essential Duties and Responsibilities** include the following. Other duties may be assigned.

Process telephone, email & chat inquiries, fax information/applications to customer if required.

Perform account maintenance, including address changes, vehicle changes, transponder changes, payments, adjustments, statement requests and fastener strip requests.

Research toll overcharges, 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.

Prepare reports to include daily Phone Call Log.

Cash out and prepare deposit at the end of shift.

Work a rotating weekend schedule.

File applications and other paper work 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. Computer is to be logged in and phone is open and ready to take a call precisely at the beginning of a shift.

Participate in the Quality Assurance process: Call Monitoring and auditing of Log Sheets and Correspondence on a monthly basis.

Adhere to structured break and lunch schedules. This includes clear communication with leadership staff for leaving the Customer Communications department for any reason.

Must remain professional under every circumstance with patrons and staff members.

Perform other duties as directed by TransCore management.

Requirements:

High School Diploma or Equivalent

Typing skills of 5,000 KPH or more

Must pass a drug screen and background check

Must be able to reliably commute to our Orlando, FL office for up to 3 months for training.

Must have a quiet dedicated work space to work from home, once fully trained.

Must have reliable internet access, up to 50 Mbps.

Bi-lingual fluency in English and Spanish preferred.

**Scheduling:** Variable shifts will be required to support business operating hours. Extra and irregular hours may be required due to temporary and/or unforeseen work demands.

**Education**: High school diploma or general education degree (GED) required.

**Skill:** Acquires job skills and learns company policies and procedures to complete tasks.

**Job Complexity:** Works on assignments that are semi-routine in nature but recognizes the need for occasional deviation from accepted practice.

**Supervision:** Normally follows established procedures on routine work, requires instructions only on new assignments.

**Experience:** Typically requires a minimum of 0 - 1 year of related experience.

**Language Skills:** Ability to read and comprehend simple instructions, short correspondence, and memos. Ability to write simple correspondence. Ability to effectively present information in one-on-one and small group situations to customers, clients, and other employees of the organization.

**Mathematical Skills:** Ability to add and subtract two digit numbers and to multiply and divide with 10's and 100's. Ability to perform these operations using units of American money and weight measurement, volume, and distance.

**Reasoning Ability:** Ability to apply common sense understanding to carry out instructions furnished in written, oral, or diagram form. Ability to deal with problems involving several concrete variables in standardized situations.

**Physical Demands:** The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

While performing the duties of this job, the employee is regularly required to sit; use hands to finger, handle, or feel and talk or hear. The employee is occasionally required to stand; walk and reach with hands and arms. The employee must occasionally lift and/or move up to 25 pounds.

**Work Environment:** The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

The noise level in the work environment is usually moderate.

**Qualifications**

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Equal Opportunity Employer/Protected Veterans/Individuals with Disabilities

The contractor will not discharge or in any other manner discriminate against employees or applicants because they have inquired about, discussed, or disclosed their own pay or the pay of another employee or applicant. However, employees who have access to the compensation information of other employees or applicants as a part of their essential job functions cannot disclose the pay of other employees or applicants to individuals who do not otherwise have access to compensation information, unless the disclosure is (a) in response to a formal complaint or charge, (b) in furtherance of an investigation, proceeding, hearing, or action, including an investigation conducted by the employer, or (c) consistent with the contractors legal duty to furnish information. 41 CFR c)