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Full Time Inmate Call Monitoring Jobs in Massachusetts

TransCore

Customer Service Representative

Auburn, MA · On-site

$17 - $20/hr

... seeking full-time Customer Service Representatives to join our Call Center team in Auburn ... Call Monitoring and auditing of Log Sheets and Correspondence on a monthly basis. * Adhere to ...

TransCore

Customer Service Representative

Auburn, MA · On-site

$17 - $20/hr

TransCore (TRN), a subsidiary of ST Engineering, is seeking full-time Customer Service ... Call Monitoring and auditing of Log Sheets and Correspondence on a monthly basis. * Adhere to ...

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Full Time Inmate Call Monitoring information

What is a full time inmate call monitoring?

A Full Time Inmate Call Monitoring job involves listening to, reviewing, and analyzing phone calls made by inmates in correctional facilities. The main goal is to ensure security, detect suspicious or illegal activity, and maintain compliance with facility policies and legal requirements. Employees in this role typically use specialized software to monitor calls, document findings, and report any concerns to appropriate authorities. It requires keen attention to detail, confidentiality, and an understanding of legal and ethical considerations related to inmate communications.

What are some common challenges faced by professionals in a full time inmate call monitoring role?

Professionals in Full Time Inmate Call Monitoring often face challenges such as maintaining focus during long periods of audio review, accurately identifying and documenting suspicious or prohibited conversations, and handling exposure to potentially distressing or sensitive content. The role requires strict adherence to confidentiality protocols and close collaboration with correctional staff and law enforcement. Developing strong attention to detail and effective stress management techniques is essential for success in this position.

What are the key skills and qualifications needed to thrive as a full time inmate call monitoring specialist, and why are they important?

To thrive as a Full Time Inmate Call Monitoring Specialist, you need strong attention to detail, analytical listening skills, and familiarity with legal and correctional protocols, often supported by a high school diploma or higher. Proficiency with call monitoring software, digital recording systems, and database management tools is typically required. Excellent written communication, discretion, and the ability to remain impartial under sensitive circumstances are crucial soft skills. These competencies are vital to ensure compliance with regulations, maintain security, and accurately document or escalate information as needed.

What is the difference between Full Time Inmate Call Monitoring vs Part Time Inmate Call Monitoring?

AspectFull Time Inmate Call MonitoringPart Time Inmate Call Monitoring
Work HoursTypically 40 hours per week, full-time scheduleFewer hours, flexible scheduling
CertificationsOften requires security or communication certificationsMay require similar certifications but less frequently
Work EnvironmentCorrectional facilities, monitoring roomsSame as full-time, possibly part-time shifts
Employer & Industry UsagePrison systems, detention centersSame as full-time, used for staffing flexibility

Full Time Inmate Call Monitoring involves working standard hours with consistent responsibilities, while Part Time Inmate Call Monitoring offers more flexible scheduling with fewer hours. Both roles require similar certifications and work in correctional environments, but the full-time position provides more stability and benefits.

What are the most commonly searched types of Inmate Call Monitoring jobs in Massachusetts?

The most popular types of Inmate Call Monitoring jobs in Massachusetts are:

What are popular job titles related to Full Time Inmate Call Monitoring jobs in Massachusetts?

For Full Time Inmate Call Monitoring jobs in Massachusetts, the most frequently searched job titles are:

What job categories do people searching Full Time Inmate Call Monitoring jobs in Massachusetts look for?

The top searched job categories for Full Time Inmate Call Monitoring jobs in Massachusetts are:

What cities in Massachusetts are hiring for Full Time Inmate Call Monitoring jobs?

Cities in Massachusetts with the most Full Time Inmate Call Monitoring job openings:

Full Time Inmate Call Monitoring jobs near you
Infographic showing various Full Time Inmate Call Monitoring job openings in Massachusetts as of September 2026, with employment types broken down into 1% Locum Tenens, 1% As Needed, 75% Full Time, 18% Part Time, and 5% Contract. Highlights an 95% Physical, 1% Hybrid, and 4% Remote job distribution.

Customer Service Representative

Auburn, MA • On-site

TransCore
Construction • 1 - 5K employees
Learn more about TransCoreexternal

$17 - $20/hr

Full-time

Re-posted 18 days ago

TransCore rating

6.5

Company rating: 6.5 out of 10

Based on 26 frontline employees who took The Breakroom Quiz

Job description

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

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