What are the responsibilities and job description for the Customer Service Rep (On-Site) position at E-ZPass MA/TransCore?
Please note: This role is on-site at the Natick E-ZPass Center located at the Natick Service Plaza (on I-90 East)
Shift:
Monday - Friday, 7:45AM - 4:15PM
Summary:
Under the direction of the Customer Care Supervisor and a dotted line responsibility to the Satellite Office Associate Supervisor, the Satellite Office CSR is the primary customer interface for the E-ZPass MA and Pay-By-Plate MA program. This responsibility includes ensuring E-ZPass MA and Pay-By Plate MA customer accounts service requirements are protected and accounted for in accordance with TransCore and MassDOT’s standards of performance.
- Provide exceptional customer service and handling of all customer issues.
- Process applications for walk-in customers.
- Cash out and prepare deposit at end of shift.
- Perform account maintenance, including account changes, transponder changes, recertifications, additional tag requests, replenishments, adjustments, and statement requests.
- Assist in the reduction of Production backlog (i.e. web applications, add tag requests, emails etc.)
- Process special accounts including Resident (Tobin and Tunnel), Carpool, Surety, Taxi, as well as Private, Commercial and Pay-By-Plate accounts.
- Prepare reports to include daily Walk-In Report and audit work for accuracy.
- Assist in opening and closing the office as needed.
- Contact customers for additional account information.
- Meet MassDOT standards and deadlines.
- Perform other duties as directed by TransCore management and supervisory staff.
- Assist at other E-ZPass MA facilities
- Assist in manning live sign-ups.
Requirements:
- High School Diploma or Equivalent
- Must pass a drug screen and background check
- Must be able to type 5,000KPH
- Must be fully vaccinated against COVID-19
TransCore is an Equal Opportunity Employer – EEO/AA/M/F/Vet/Disability
Job Type: Full-time
Pay: $18.00 per hour
Schedule:
- 8 hour shift
- Monday to Friday
COVID-19 considerations:
Employees must be vaccinated against COVID-19
Ability to commute/relocate:
- Natick, MA 01760: Reliably commute or planning to relocate before starting work (Required)
Education:
- High school or equivalent (Required)
Experience:
- Customer service: 1 year (Preferred)
Work Location: One location
