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.
Job Description: Under the direction of the Customer Service Supervisor West and the Auburn
Associate Supervisor, the Customer Service Lead is the primary customer interface for the E-ZDrive
MA 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 Associate
Supervisor, 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 Associate
Supervisor 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:
Customer Service Supervisor
Service Supervisor when issues arise that may impact metrics
Pending, QLess, Metric 36) as needed
Required Skills:
Education: High School Diploma or equivalent required
Job Type: Full-time
Pay: $17.00 - $17.50 per hour
Experience level:
Shift:
Weekly day range:
Work Location: In person
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