Customer Service Lead - TransCore

TransCore, a subsidiary of ST Engineering, is seeking a full-time Customer Service Lead to join our team in Auburn, Massachusetts.

Job Summary:  Reporting to the Customer Care Supervisor, the Customer Service Lead is responsible for the daily operations of an E-ZDrive Satellite Customer Service Center, including building and maintaining an exceptional level of customer service, providing ongoing training and support for staff and maintaining a positive and productive work environment. The Customer Service Lead in conjunction with the Customer Care Supervisor is responsible for ensuring staff understands and follow established procedures, that the assets of the MassDOT are properly controlled and safeguarded and to recognize and communicate to the Customer Care Supervisor staff performance issues.  The Customer Service Lead will assist in the interviewing process; write ups of yearly reviews, and coaching of staff.  The Customer Service Lead will also prepare reports, assess, prioritize and delegate daily work, and take part in the auditing process.  The Customer Service Lead will also be responsible for cashing out and opening and closing the E-ZDrive office as needed.  In addition, the Customer Service Lead will open new accounts, make payments, change account information, recertify accounts, test and replace transponders, and respond to customer requests.

Essential Duties and Responsibilities include but are not limited to the following:

• Available to work Monday - Friday alternating shifts of 6:45am-3:15pm & 11:15am-7:45pm, with alternating Saturdays 8:45am-1:45pm
• Act as a role model for staff
• Maintain exceptional level of customer service and handle escalated customer issues
• Contribute to the training of satellite office staff to ensure they understand and follow procedures
• Offer regular feedback to staff on their work performance
• Ensure the Service Center is clean, organized and all equipment is functioning properly
• Ensure timely communication of essential information to staff and the Customer Care Supervisor
• Recognize and communicate to Customer Care Supervisor performance issues with staff
• Provide feedback and recognition for exceptional service provided by staff to customers
• Ensure the assets of the MassDOT are properly controlled and safeguarded
• Create a positive work environment that fosters a healthy team relationship with staff
• Assist in the interviewing process as needed
• Assist with the write up of yearly staff reviews
• Verify staff’s work to ensure accuracy
• Ensure daily cash outs are completed accurately
• Process applications for walk-in customers
• Meet MassDOT performance standards
• Maintain neat and accurate files and office area
• Perform audit reports and other required TransCore reports (e.g. Daily Walk-in report)
• Open and close the E-ZDrive office as needed, ensuring adequate staff coverage
• Order and maintain supplies, prepare weekly schedule, and prepare work to be couriered
• Submit necessary paperwork (auditing, apps, etc) during required time frames
• Perform account maintenance including account changes, closings, transponder changes, replenishments, adjustments and statements requests
• Answer questions, settle issues, and inform and redirect staff as needed
• Responsible for understanding, monitoring, and meeting daily, weekly, monthly performance metrics and standards applicable to the Customer Care Department; informing Customer Care Supervisor when issues arise that impact metrics
• Perform other duties as directed by TransCore management

Additional Dutles that May Be Assigned:

• Work at other E-ZPass facilities
• Contact customers for additional account information (outbound phone calls)

Desired Skills:

• Minimum 2-3 years of previous supervisory level experience in the customer service industry
• Able to schedule, order supplies, run a daily operation, and meet imposed deadlines
• Able to exercise good judgment in making quick and efficient decisions
• Excellent customer service, interpersonal, organizational, and people skills
• Adapt quickly, efficiently, and positively to various projects assigned.
• Enthusiastic, flexible, team player, dependable, success oriented
• Oversee and maintain proper internal controls for monetary transactions.
• Must be able to communicate effectively both verbally and in writing.
• Able to redirect staff as needed
• Works well in a fast-paced, multi-task environment
• Knowledge of Microsoft Word and Excel
• Takes pride in their work, consistently gives 100% and expects and ensures all staff to do the same
• Excellent problem solving skills
• Must remain professional under every circumstance with customers/non-customers and staff members
• Bilingual in Spanish a plus

Education: 

• High School Equivalent required. Associates Degree preferred.

Job Complexity: Works on assignments that are moderately difficult, requiring judgment in resolving issues or in making recommendations.

Language Skills: Ability to read and comprehend simple instructions, short correspondence, and memos. Ability to write simple correspondence. Ability to effectively present information in one-on-one and small group situations to customers, clients, and other employees of the organization.

Mathematical Skills: Ability to add, subtract, multiply, and divide in all units of measure, using whole numbers, common fractions, and decimals. Ability to compute rate, ratio, and percent and to draw and interpret bar graphs.

Reasoning Ability: Ability to apply common sense understanding to carry out instructions furnished in written, oral, or diagram form. Ability to deal with problems involving several concrete variables in standardized situations.

Physical Demands: The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

While performing the duties of this job, the employee is regularly required to use hands to finger, handle, or feel and talk or hear. The employee is frequently required to walk and sit. The employee is occasionally required to stand and reach with hands and arms. The employee must occasionally lift and/or move up to 25 pounds.

Work Environment: The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

The noise level in the work environment is usually moderate.

Equal Opportunity Employer/Protected Veterans/Individuals with Disabilities
The contractor will not discharge or in any other manner discriminate against employees or applicants because they have inquired about, discussed, or disclosed their own pay or the pay of another employee or applicant. However, employees who have access to the compensation information of other employees or applicants as a part of their essential job functions cannot disclose the pay of other employees or applicants to individuals who do not otherwise have access to compensation information, unless the disclosure is (a) in response to a formal complaint or charge, (b) in furtherance of an investigation, proceeding, hearing, or action, including an investigation conducted by the employer, or (c) consistent with the contractor’s legal duty to furnish information. 41 CFR 60-1.35(c) Customer Support