Customer Service Representative

TransCore (TRN), a subsidiary of ST Engineering, is seeking full-time Customer Service Representatives to join our team in Dover, Delaware.

About the role

Under the direction of the Customer Service Supervisor/Lead, the Customer Service Representative will provide quality service and accurate information to customers. Responsibilities include opening accounts, explaining policies and procedures, and processing payment information while ensuring service requirements are met according to set standards.

Responsibilities

• Assists customers with the account opening process.
• Accurately explains the terms/conditions and policies/procedures relating to the account.
• Processes account payments and performs cash out process at end of shift.
• Consistently meets or exceeds performance goals to ensure the highest quality of service.
• Performs account maintenance, including account changes, adjustments, and statement requests.
• Contacts customers for additional account information.
• Assists in problem correspondence as required.
• Prepares reports including CSR Daily Activity report and cash out report.
• Responds to incoming phone inquiries regarding E-ZPass accounts, violations, and DMV.
• Communicates business rules, policies, and procedures governing violation processing.
• Reviews violation appeals process with appellants.
• Receives incoming phone calls and chat requests regarding DMV services.
• Communicates business rules, policies, and procedures governing DMV services.
• Performs administrative functions to include image review and violation lookups.
• Regular and predictable attendance is an essential function of this job.

Requirements

• High school diploma or general education degree (GED) required.
• Typically requires a minimum of 0 - 1 year of related experience.
• Ability to work variable schedules between 7:00am – 7:00pm M-F and Sat 8:00-2:00pm.
• Extra and irregular hours may be required due to temporary and/or unforeseen work demands.
• Bi-lingual fluency in English and Spanish preferred.

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.
• Ability to add and subtract two-digit numbers and to multiply and divide with 10's and 100's.
• Ability to perform mathematical operations using units of American money, weight measurement, volume, and distance.
• 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.

• Regularly required to sit; use hands to finger, handle, or feel; and talk or hear.
• Occasionally required to stand, walk, and reach with hands and arms.
• 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.