Associate Supervisor

TransCore (TRN) is seeking a full-time Associate Supervisor to join our team in Natick, Massachusetts.

Job Summary: Reporting to the Customer Care Supervisor – East, the Associate Supervisor is responsible for the daily operations of an EZDriveMA Walk-in Customer Service Center, including building and maintaining an exceptional level of customer service, providing ongoing guidance and support for staff, and maintaining a positive and productive work environment. The Associate Supervisor monitors, performs, and directs the Walk-in Customer Care staff on all account establishment and account maintenance. The Associate Supervisor reviews walk-in requests for accuracy and completeness, assists with routine as well as escalated walk-in customer requests, helps customers/non-customers understand E-ZPass MA and PAY BY PLATE MA accounts, enters accurate information into the system, processes payments, and initiates fulfillment requests and disputes.

Pay Range: $19.00 - 21.00/hr. based on qualifications and experience. 

Essential Duties and Responsibilities:

• Successfully complete all required training for this position; being well-versed in all Customer Care tasks


• Ensure WIC is open and closed as scheduled, and staff are ready to assist customers at the beginning of their shift.


• Open and close Walk-in Center(s) as needed, including Saturdays as required based on operational needs.


• Provide and ensure exceptional customer service when assisting walk-in customers with all E-ZPass MA and PAY BY PLATE MA programs


• Act as a team mentor for all Walk-in Customer Care team members, answer questions, settle issues, inform and direct staff as needed on all account establishment and maintenance transactions to ensure proper procedures are followed


• Responsible for understanding, monitoring and meeting daily, weekly, monthly performance metric and standards; informing supervisor and/or manager when issues arise that impact metrics


• Keep Customer Care Supervisor appraised of unusual and/or urgent activities


• Prepare daily, weekly, monthly reports including Walk-in and Performance reports


• Establish new accounts including Private, Commercial, Taxi, Non-Revenue, and PAY BY PLATE Registered as well as processing correspondence and payment options changes


• Prepare required paperwork for cash out following accounting procedures and return unused transponders to locked storage at end of shift


• Correct/resolve and address (including re-training, if applicable) any QA findings, and develop preventive measures


• Participate in live-signup events


• Ensure the Service Center is clean, organized, and all equipment is functioning properly


• Assist in supervisory tasks such as interviewing job applicants and annual performance reviews


• Handle items received via the courier as well as prepare work to be couriered to Auburn and Bank, submitting necessary paperwork (auditing, apps, cash outs, and deposit information, etc.) during required time frames


• Work with Training Specialists to review and revise procedures as needed


• Provide team support by assisting other departments/locations to ensure all work is completed on a daily basis and all metrics are met


• Must remain professional under every circumstance with customers/non-customers and staff members


• Perform other duties as directed by TransCore management


• Available to work Mon-Fri, between 6:45AM-7:15PM, and alternating Sat 8:45AM-1:15PM

Desired Skills:

• Minimum 1-2 years customer service experience, preferably at a supervisory level


• Excellent communication skills (both verbal and written), data entry skills, customer service skills, interpersonal skills, and problem-solving skills


• Works well in a fast-paced, high customer interaction volume environment


• Must remain professional under every circumstance with customers/non-customers and staff members


• Team player, self-starter, proactive, conscientious, results oriented, proven attention to detail


• Solid keyboard skills, with a minimum of 5000 keystrokes/hour


• Intermediate skills in Excel and Word


• Bilingual in Spanish a plus

Requirements:

• High School Diploma or Equivalent


• College education is preferred