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Customer Service Lead - Auburn, United States - E-Z Pass Delaware/TransCore
Description
Customer Service Lead (Auburn)Reports to:
Customer Service Supervisor West
Full time. Current hours are Monday – Friday 8:45am – 5:15pm, alternating Saturdays
8:45am-1:15pm with a day off during the week. When/if hours of operation expand, hours will be alternating shifts of 6:45am-3:15pm and 11:00am-7:30pm as well as alternating
Saturdays.
Job Description:
Under the direction of the Customer Service Supervisor West and the Auburn
Associate Supervisor, the Customer Service Lead is the primary customer interface for the E-ZDrive
MA program.
The Customer Service Lead 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 service requirements are protected and accounted for in accordance with TransCore and MassDOT's standards of performance.
The Customer Service Lead will assist in maintaining a positive and productive work environment, in cashing out clerks, and in opening and closing the office.
The Customer Service Lead, in conjunction with the AssociateSupervisor, is responsible for ensuring staff understands and follows established procedures, that the assets of MassDOT are properly controlled and safeguarded, and to communicate to the Associate
Supervisor staff performance issues.
The Customer Service Lead will assist in handling escalated customer issues, assist with reports, training of staff, and with the auditing process.
Essential Duties and Responsibilities:
Act as a role model for staff
Maintain exceptional level of customer service and handle escalated customer issues in the absence of the Associate Supervisor
Contribute to the training of satellite office staff to ensure they understand and follow procedures
Ensure the Service Center is clean, organized, and all equipment is functioning properly
Ensure timely communication of essential information to Associate Supervisor and to
Customer Service Supervisor
Assist in creating a positive work environment that fosters a healthy team relationship
Responsible for understanding, monitoring, and meeting daily, weekly, monthly performance metrics and standards applicable to the Customer Care department, informing Customer
Service Supervisor when issues arise that may impact metrics
Assist with auditing and required TransCore reports (e.g., Daily Walk-in report, Open
Pending, QLess, Metric 36) as needed
Process applications for walk-in customers
Perform account maintenance, including account changes, transponder changes, recertifications, additional tag requests, replenishments, adjustments, and statement requests
Ensure daily cash outs are completed accurately
Meet MassDOT standards and ensure the assets of MassDOT are properly controlled and safeguarded
Assist in opening and closing the office
Assist at other E-ZDrive MA offices as needed
Perform other duties as directed by TransCore management and supervisory staff
Required Skills:
1-2 years customer service experience, preferably in a leadership position
Flexibility in scheduling
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
Oversee and maintain proper internal controls for monetary transactions
Able to communicate effectively both verbally and written
Must maintain an excellent attendance record
Bilingual in Spanish a plus
Education:
High School Diploma or equivalent required
Job Type:
Full-time
Pay:
$ $17.50 per hour
Experience level:
Under 1 year
Shift:
Day shift
Weekly day range:
Monday to Friday
Rotating weekends
Work Location:
In person
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