Customer Service Lead (Finance)
TransCore (TRN), a subsidiary of ST Engineering, is a seeking full-time Customer Service Lead to join our team in Ludlow, Massachusetts.
Job Summary:
Under the direction of the Customer Care Supervisor and the Associate Supervisor West, the Customer Care Team Lead West is the primary customer interface for the E-ZDrive MA program. The Team Lead scans the work for accuracy and ensures all required information is provided. The Team Lead will open new accounts, make payments, change account information, test and replace transponders, and respond to customer requests. This responsibility includes ensuring E-ZDrive MA customer's service requirements are protected and accounted for in accordance with TransCore and MassDOT's standards of performance. The Team Lead will assist in maintaining a positive and productive work environment, in cashing out clerks, and in opening and closing the E-ZDrive MA office. The Team Lead, in conjunction with the Supervisor, is responsible for ensuring staff understands and follows established procedures, that the assets of MassDOT are properly controlled and safeguarded, and to communicate to the Supervisor staff performance issues. The Team Lead will assist in handling escalated customer issues, assist with reports, training of staff, and with the auditing process.
Essential Duties and Responsibilities include but are not limited to the following:
- Available to work Monday - Friday with alternating Saturdays
- Act as a role model for staff
- Maintain exceptional level of customer service and handle escalated customer issues in the absence of the Associate Supervisor
- Contribute to the training of satellite office staff to ensure they understand and follow procedures
- Ensure the Service Center is clean, organized and all equipment is functioning properly
- Ensure timely communication of essential information to Associate Supervisor and to Customer Care Supervisor
- Assist in creating a positive work environment that fosters a healthy team relationship
- Assist with auditing and required TransCore reports (e.g. Daily Walk-in report) as needed as well as order supplies
- Responsible for understanding, monitoring, and meeting daily, weekly, monthly performance metrics and standards applicable to the Customer Care Department; informing Customer Care Supervisor when issues arise that impact metrics
- Process applications for walk-in customers
- Perform account maintenance, including account changes, transponder changes, re-certifications, additional tag requests, replenishments, adjustments, and statement requests
- Prepare work to be couriered
- Ensure daily cash outs and deposits are completed accurately
- Ensure the assets of MassDOT are properly controlled and safeguarded
- Assist in opening and closing the office as needed
- Meet MassDOT standards
- Perform other duties as directed by TransCore management and supervisory staff
Additional Duties that May Be Assigned:
- Assist in MassDOT live sign-ups
- Work at other E-ZPass MA facilities
Required Skills:
- 1-2 years customer service experience, preferably in a leadership position
- Flexibility in scheduling
- Excellent phone skills, data entry skills, customer service skills, interpersonal skills, and problem-solving skills
- Adapt quickly, efficiently, and positively to various projects assigned
- Works well in a fast-paced, multi-task environment
- Must remain professional under every circumstance with customers and staff members
- Must maintain an excellent attendance record
Education:
- High School diploma or equivalent strongly preferred.
