Hybrid Customer Service Representative - Urgent Hire

Under the direction of the Customer Communications Supervisors, the Customer Communications Representative serves as the primary customer service interface for the E-ZPass MA Program. This role entails handling all telephone, email, and chat communications related to account maintenance, ensuring accuracy and security of account information, and assisting patrons with EZPass MA procedures. The Customer Communications Representative is entrusted with safeguarding E-ZPass MA patrons’ service requirements in accordance with TransCore and MassDOT’s standards of performance.

Essential Duties and Responsibilities:

• Process telephone, email, and chat inquiries, and fax information/applications to customers if necessary.
• Conduct account maintenance tasks such as address changes, vehicle changes, transponder changes, payments, adjustments, statement requests, and fastener strip requests.
• Research toll overcharges and v-tolls, and submit requests for adjustments.
• Provide assistance in processing/update of expired credit cards, option changes, replenishment amounts, balance thresholds, address changes, add tags, process applications, and correspondence.
• Prepare reports including daily Phone Call Log.
• Handle cash out and prepare deposit at the end of each shift.
• Maintain availability for a rotating weekend schedule.
• File applications and other paperwork as required.
• Maintain a weekly average "Not Ready" status of 15% or less.
• Be prepared to take calls and/or start the workday precisely at the beginning of a shift, with the computer logged in and phone ready to take calls.
• Participate in the Quality Assurance process through call monitoring and auditing of Log Sheets and Correspondence on a monthly basis.
• Adhere to structured break and lunch schedules, with clear communication with leadership staff for leaving the Customer Communications department.
• Maintain professionalism in all interactions with patrons and staff members.
• Perform any other duties as directed by TransCore management
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