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Customer Service Lead

Company: TransCore, LP
Location: Auburn
Posted on: January 15, 2022

Job Description:

TransCore (TRN), a subsidiary of Roper Technologies, Inc. (NYSE:ROP) is seeking a full-time Customer Service Lead to join our team in Auburn, Massachusetts. Job Summary: Reporting to the Supervisor, Customer Service, the Customer Service Lead is responsible for the daily operations of an E-ZDriveMA Walk-In Customer Service Center, including building and maintaining an exceptional level of customer service, providing ongoing guidance and support for staff, and maintaining a positive and productive work environment. The Customer Service Lead is responsible for ensuring staff understands and follows established procedures, 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 be responsible for cashing out staff and opening and closing the E-ZDrive office as needed. In addition, the Customer Service Lead monitors, performs, and directs the Walk-In Customer Care staff on all account establishment and account maintenance. The Customer Service Lead reviews walk-in requests for accuracy and completeness, assists with routine as well as escalated walk-in customer requests, helps customers/non-customers understand the E-ZDriveMA program (i.e., E-ZPass MA and Pay-By-Plate), enters accurate information into the system, processes payments, and initiates fulfillment requests and disputes. Essential Duties and Responsibilities include but are not limited to the following: Successfully complete all required training for this position, being well-versed in all Customer Care tasks Ensure Walk-in Center is opened and closed as scheduled, and staff is ready to assist customers at the beginning of their shift Open and close Walk-in Center(s) as needed, including Saturdays as required, based on operational needs Prepare and issue Walk-in Center work schedule to ensure adequate staff coverage Provide and ensure exceptional customer service when assisting walk-in customers with all E-ZPass MA and Pay By Plate programs Act as a team mentor for all Walk-in Customer Care team members, answer questions, settle issues, inform and direct staff as needed on all account establishment and maintenance transactions to ensure proper procedures are followed Monitor productivity to ensure efficiencies are maximized and backlog is kept to a minimum Responsible for understanding, monitoring and meeting daily, weekly, monthly performance metrics (43-45) and standards; informing supervisor and/or manager when issues arise that impact metrics Monitor, evaluate, and document Customer Care staffs customer interactions to ensure performance metrics are met, procedures are followed, and re-training opportunities are identified (if applicable) Promptly resolve escalated and/or irate customer/non-customer interactions Keep Supervisor, Customer Service apprised of unusual and/or urgent activities Prepare daily, weekly, monthly reports including Walk-in and Auditing reports Establish new accounts including Private, Commercial, Taxi, Resident, Carpool, and Pay By Plate Registered as well as processing correspondence, payment options changes, and fulfillment requests (such as for fasteners, transponders, or retail orders); filing applications and other paper work as necessary Contact customers regarding problem applications/correspondence received Research and process/submit toll disputes Record statistics for work processed each day Prepare required paperwork for cash out (if applicable) following accounting procedures and return unused transponders to locked storage at end of shift Perform departmental quality assurance reviews for items processed by other department members to use as learning opportunities and to ensure consistent information is being shared Correct/resolve and address (including re-training, if applicable) any QA findings, and develop preventive measures Participate in live-signup events Ensure the Service Center is clean, organized, and all equipment is functioning properly Assist in supervisory tasks such as interviewing job applicants and annual performance reviews Provide team support by assisting other departments/locations to ensure all work is completed on a daily basis and all metrics are met Perform other duties as directed by TransCore management Available to work Mon-Fri, between 6:45AM - 7:15PM, and Sat 8:45AM - 1:15PM Desired Skills: Minimum 2-3 years of previous supervisory level experience in the customer service industry Able to schedule, run a daily operation, and meet imposed deadlines Excellent communication skills (both verbal and written), data entry skills, customer service skills, interpersonal skills, and problem-solving skills Works well in a fast-paced, high customer interaction volume environment Must remain professional under every circumstance with customers/non-customers and staff members Must be able to redirect staff as needed Team player, self starter, proactive, conscientious, results oriented, proven attention to detail Solid keyboard skills, with a minimum of 5000 keystrokes/hour Intermediate skills in Excel and Word Bilingual in Spanish a plus Education : High school Diploma, or equivalent College education 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 contractors legal duty to furnish information. 41 CFR 60-1.35(c)

Keywords: TransCore, LP, Worcester , Customer Service Lead, Hospitality & Tourism , Auburn, Massachusetts

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