Customer Service Representative

Job Summary

TransCore (TRN), a subsidiary of ST Engineering, is seeking full-time Customer Service Representatives to join our Call Center team in Auburn, Massachusetts. The CSR is responsible for all telephone, e-mail, and chat account maintenance, processing payments, assisting patrons with E-ZPass MA procedures, and ensuring service requirements are met.

Shift

Monday - Friday, 10:30AM - 7:00PM
All employees are required to work 1-2 Saturdays per month from 9AM - 1PM (with time off during the week to maintain 40-hour work week).

Training

Located in the Auburn office for approximately 6-8 weeks. CSRs will be able to work remotely from home once training is completed. This is paid training.

Pay Range

$17 - 20/hr. based on qualifications and experience.

Essential Duties and Responsibilities

• Process telephone, email & chat inquiries, fax information/applications to customer if required.
• Perform account maintenance, including address changes, vehicle changes, transponder changes, payments, adjustments, statement requests and fastener strip requests.
• Research toll overcharges, v-tolls, and submit for adjustments.
• Provide assistance to process/update expired credit cards, option changes, replenishment amounts, balance thresholds, address changes, add tags, process applications, and correspondence.
• Prepare reports to include the daily Phone Call Log.
• Cash out and prepare deposit at the end of shift.
• Work a rotating weekend schedule.
• File applications and other paperwork as necessary.
• Maintain a weekly average “Not Ready” of 15% or less.
• Be prepared to take calls and/or start workday exactly at start of shift.
• Participate in the Quality Assurance process: Call Monitoring and auditing of Log Sheets and Correspondence on a monthly basis.
• Adhere to structured break and lunch schedules.

Requirements

• High School Diploma or Equivalent
• Strongly Preferred: Proficient computer and typing skills
• Must pass a drug screen and background check
• Must be able to reliably commute to our Auburn, MA office