Customer Service Manager

TransCore (TRN), a subsidiary of ST Engineering, is seeking a full-time Customer Service Manager to join our team in Auburn, Massachusetts.  

Summary: Under the direction of the CSC Program Manager, the Customer Service Manager is primarily responsible for the overall operations and performance of the Customer Care Department, the Walk-in Centers (WIC), as well as Facility Management. The Manager coordinates processing and reporting activities with the Customer Care Supervisors to ensure that policy and procedure integrity is maintained and also manages all activities of Customer Care Operations, maintaining optimum service levels for E-ZPass MA and PAY BY PLATE MA (PBP) accounts. Per the accepted contract pricing (Appendix M1B of the MassDOT AET CSC Agreement), the Customer Service Manager is responsible for maintaining the expected profit margins at each WIC location individually.

Essential Duties and Responsibilities include the following. Other duties may be assigned.

• Maintain a full understanding of all E-ZPass MA and PBP programs and is well-versed in all Customer Care Representative, Team Lead and Supervisor tasks


• Participates in bi-weekly Project Manager and software development calls to ensure all Customer Care issues are addressed, corrected, tested and implemented timely


• Support MassDOT’s Director of Statewide tolling for key high-level requests from operations including legal hearings, subpoena’s and detailed customer account history


• Develop agenda and present all relevant Customer Care issues to discuss with MassDOT Management team for the Monthly Status Meetings


• Understands the business rules of all E-ZPass MA and PBP programs as they apply to account establishment, account maintenance and transponder inventory tasks


• In conjunction with the Customer Care Supervisor’s, oversees 6 WIC locations and continually monitor and assess service levels including the number of walk-ins, wait times and customer feedback


• Coordinate daily activities that ensure Customer Care operations and its staff provide excellent customer service, supervises and supports all established policies and procedures and keeps TransCore management and MassDOT appraised of the status of Customer Care Center operations


• Responsible for understanding, monitoring and meeting daily, weekly, monthly performance metrics and standards applicable to the Customer Care Department (#3-5, #43-45, #1-2 and #6-11 in conjunction with the Account and Finance Manager, #37-38 and #66 in conjunction with the Customer Communications Manager and Accounting and Finance Manager); informing the CSC Program Manager when issues arise that impact metrics


• Serving as customer service role model, ensure all Customer Care representatives are courteous, professional and attuned to customer needs


• Establish and monitor statistical performance reporting criteria, enforce policies and procedures to ensure all staff meet or exceed expected customer service and performance levels


• Correct and address any QA findings, develop preventive measures, support training and cross training processes and continue to mentor new and existing staff to ensure overall quality of delivered services


• Work with the QC/QA department to implement efficiencies by evaluating processes for improvements where possible


• Periodically travel to WIC’s to maintain effective relationships and communication with team members


• Act as safety Manager for all locations (including WIC’s) and building security, first contact for alarms and access granted and revoked as needed for all staff


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

Required Skills:

• 5 plus years Supervisory experience with hands-on customer service experience


• Proven ability to navigate and elaborate integrity system data activity


• Advance skills in Microsoft Office products and proficient in running SQL scripts


• Must be a team player, self-motivated and success oriented for the entire CSC Program


• Bilingual in Spanish a plus

Education:

• Minimum of an Associates degree required


• Bachelor’s degree preferred

Salary Range: $70 - 90k annually based upon qualifications and experience.