Customer Service Lead

TransCore (TRN), a subsidiary of ST Engineering, is seeking a full-time Customer Service Lead to join our team in Staten Island, New York.

Job Summary:

Working under the general direction of Quality Assurance Manager, the Transponder Team Leader will perform the required and assigned functions listed below in a timely manner and accurate. The Transponder Team Leader will ensure that all work is completed within the assigned shift. This will include mail opening, tag programming, tag disposal, returns, and maintaining tag inventory. This position oversees all aspects of the E-ZPass New York Tag Swap project, including developing and administering the program and facilitating change throughout the department. Responsible for ensuring that daily production numbers are achieved, providing best in class customer service and overseeing a staff of ten team members.

Pay range for this position is $24 - 26.44/hr. based upon skills and experience.

Essential Duties and Responsibilities

include but are not limited to the following:

Coaching and managing staff performance
Performing internal audits and coordinating external audits
Validating securities procedures are adhered to in compliance with contractual requirements.
Managing supply inventory levels
Tracking and reporting KPI performance and ensuring contractual requirements are met
Administrative tasks as assigned to support the project
Reporting responsibilities including postage and production metrics
Education

:

High school Diploma or equivalent required

Authority:

Receives assignments in the form of objectives and determines how to use resources to meet schedules and goals. Recommends changes to policies and establishes procedures that affect immediate department.

Job Complexity:

Works on issues of diverse scope where analysis of situation or data requires evaluation of a variety of factors, including an understanding of current business trends. Follows processes and operational policies in selecting methods and techniques for obtaining solutions.

Discretion:

Erroneous decisions or failure to achieve results may cause delays in schedules.

Interaction:

Frequently interacts with subordinates, customers and/or functional peer group managers, normally involving matters between functional areas, other company divisions or units, or customers and the company. Often must lead a cooperative effort among members of a project team.

Experience:

Typically requires a minimum of 5 years of related experience.

Reasoning Ability:

Ability to define problems, collect data, establish facts, and draw valid conclusions.

Work Environment:

The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Equal Opportunity Employer/Protected Veterans/Individuals with Disabilities

The contractor will not discharge or in any other manner discriminate against employees or applicants because they have inquired about, discussed, or disclosed their own pay or the pay of another employee or applicant. However, employees who have access to the compensation information of other employees or applicants as a part of their essential job functions cannot disclose the pay of other employees or applicants to individuals who do not otherwise have access to compensation information, unless the disclosure is (a) in response to a formal complaint or charge, (b) in furtherance of an investigation, proceeding, hearing, or action, including an investigation conducted by the employer, or (c) consistent with the contractor's legal duty to furnish information. 41 CFR 60-1.35(c)