Customer Service Representative- East Boston at Nagler Group

Title: Customer Care Representative
Pay: $18/hr
Location:

East Boston

Mon - Fri, 8:45AM - 5:15PM

$18.00

Summary:  Under the direction of the Supervisor, the  Customer Service Representative (CSR) is the primary customer service interface for the E-ZPass MA Program.  The CSR is responsible for all 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 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.

·  Cash out and prepare deposit at end of shift.

· File applications and other paperwork as necessary.

· Responsible for meeting weekly call handling metrics.  Current average is 3 minutes or less Talk Time.

· Prepared to take start workday exactly at start of shift. Computer is to be logged in and ready

· Adhere to structured break and lunch schedules.  This includes clear communication with leadership staff for leaving the call center for any reason.

· Must remain professional under every circumstance with patrons and staff members.

· Perform other duties as directed by TransCore management.