Customer Service Representative

TransCore (TRN), a subsidiary of ST Engineering, is seeking full-time Customer Service Representatives to join our Call Center team in Auburn, Massachusetts.

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

Shift: Monday - Friday, 10:30AM - 7:00PM

• All employees are required to work 1-2 Saturdays per month from 9AM - 1PM (with time off during the week to maintain 40-hour work week)

Training: Located in the Auburn office for approximately 6-8 weeks. CSRs will be able to work remotely from home once training is completed. This is paid training.

Pay Range: $17 - 20/hr. based on qualifications and experience.

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 the daily Phone Call Log.
• Cash out and prepare deposit at the end of shift.
• Work a rotating weekend schedule.
• 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 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 about 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 Strongly Preferred
• Proficient computer and typing skills
• Must pass a drug screen and background check
• Must be able to reliably commute to our Auburn, MA office

Education: High school diploma or equivalent preferred