Job 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.

: Under the direction of the Customer Service Supervisor West and the AuburnAssociate Supervisor, the Customer Service Lead is the primary customer interface for the E-ZDriveMA 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 AssociateSupervisor 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: $17.00 - $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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