Customer Service Lead

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 SaturdaysAct as a role model for staffMaintain exceptional level of customer service and handle escalated customer issues in the absence of the Associate SupervisorContribute to the training of satellite office staff to ensure they understand and follow proceduresEnsure the Service Center is clean, organized and all equipment is functioning properlyEnsure timely communication of essential information to Associate Supervisor and to Customer Care SupervisorAssist in creating a positive work environment that fosters a healthy team relationshipAssist with auditing and required TransCore reports (e.g. Daily Walk-in report) as needed as well as order suppliesResponsible 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 metricsProcess applications for walk-in customersPerform account maintenance, including account changes, transponder changes, re-certifications, additional tag requests, replenishments, adjustments, and statement requestsPrepare work to be courieredEnsure daily cash outs and deposits are completed accuratelyEnsure the assets of MassDOT are properly controlled and safeguardedAssist in opening and closing the office as neededMeet MassDOT standardsPerform other duties as directed by TransCore management and supervisory staff

Additional Duties that May Be Assigned:

Assist in MassDOT live sign-upsWork at other E-ZPass MA facilities

Required Skills:

1-2 years customer service experience, preferably in a leadership positionFlexibility in schedulingExcellent phone skills, data entry skills, customer service skills, interpersonal skills, and problem-solving skillsAdapt quickly, efficiently, and positively to various projects assignedWorks well in a fast-paced, multi-task environmentMust remain professional under every circumstance with customers and staff membersMust maintain an excellent attendance record

Education:

High School diploma or equivalent strongly preferred.