Customer Care Representative

Customer Care Representative

Pay Rate: $16.50

Locations: Auburn,

Summary: Under the direction of the Customer Care Supervisor, the Customer Service Representative (CSR) is the primary customer service interface for the E-ZPass MA Program. The CSR is responsible for all telephone 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 APC 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.

Essential Duties and Responsibilities:

· Process telephone 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 and v-tolls, and submit for adjustment.

· Provide assistance to process/update expired credit cards, options 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 end of shift.

· Work a rotating weekend schedule, one month on/one month off as scheduled or as required based on operational needs.

· File applications and other paperwork as necessary.

· Responsible for meeting weekly call handling metrics. Current average is 3 minutes or less Talk Time.

· 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 call center for any reason.

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

· Perform other duties as directed by TransCore management.