Customer Service Manager

Essential Duties and Responsibilities

• Maintain a full understanding of all E-ZPass MA and PBP programs and is well-versed in all Customer Care Representative, Team Lead and Supervisor tasks
• Participates in bi-weekly Project Manager and software development calls to ensure all Customer Care issues are addressed, corrected, tested and implemented timely
• Supports MassDOT’s Director of Statewide tolling for key high-level requests from operations including legal hearings, subpoena’s and detailed customer account history
• Develops agenda and presents all relevant Customer Care issues to discuss with MassDOT Management team for the Monthly Status Meetings
• Understands the business rules of all E-ZPass MA and PBP programs as they apply to account establishment, account maintenance and transponder inventory tasks
• In conjunction with the Customer Care Supervisor’s, oversees 6 WIC locations and continually monitors and assesses service levels including the number of walk-ins, wait times and customer feedback
• Covers daily activities that ensure Customer Care operations and its staff provide excellent customer service, supervises and supports all established policies and procedures and keeps TransCore management and MassDOT appraised of the status of Customer Care Center operations
• Responsible for understanding, monitoring and meeting daily, weekly, monthly performance metrics and standards applicable to the Customer Care Department
• Serves as customer service role model, ensuring all Customer Care representatives are courteous, professional and attuned to customer needs
• Establish and monitor statistical performance reporting criteria, enforce policies and procedures to ensure all staff meet or exceed expected customer service and performance levels
• Corrects and addresses any QA findings, develops preventive measures, supports training and cross training processes and continues to mentor new and existing staff to ensure overall quality of delivered services
• Works with the QC/QA department to implement efficiencies by evaluating processes for improvements where possible
• Periodically travels to WIC’s to maintain effective relationships and communication with team members
• Acts as safety manager for all locations (including WIC’s) and building security, first contact for alarms and access granted and revoked as needed for all staff

Required Skills

• 5 plus years Supervisory experience with hands-on customer service experience
• Pioneered ability to navigate and elaborate integrity system data activity
• Advanced skills in Microsoft Office products and proficient in running SQL scripts
• Must be a team player, self-motivated and success oriented for the entire CSC Program
• Bilingual in Spanish a plus

Education

• Minimum of an Associates degree required
• Bachelor’s degree preferred