Call Center CSR Auburn at Nagler Group

CSR Call Center

Pay Rate: $16.50

Locations: Auburn MA- 8-10 weeks training onsite then move to remote

We are looking to hire call center CSRs

10:30-7 shift only M-F with rotating Saturdays. One month on, one month off 

Summary:  Under the direction of the Call Center Supervisor, the Call Center Customer Service Representative (CSR) is the primary customer service interface for the E-ZPass MA Program.  The CSR is responsible for all telephone account maintenance.  The CSR determines the accuracy of account information, and ensures all required information is provided for security.  The CSR enters information into the APC database, processes payments, and assists patrons in understanding

E-ZPass MA procedures regarding payment options, information changes, and Violations enforcement.  This responsibility includes ensuring E-ZPass MA patrons’ service requirements are protected and accounted for in accordance with TransCore and MassDOT’s standards of performance.

Essential Duties and Responsibilities:

· Process telephone 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 and v-tolls, and submit for adjustment.

· Provide assistance to process/update expired credit cards, options changes, replenishment amounts, balance thresholds, address changes, add tags, process applications, and correspondence.

·  Prepare reports to include daily Phone Call Log.

·  Cash out and prepare deposit at end of shift.

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