Job Detail

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

Summary: Under the direction of the Customer Service Center Supervisors, the Customer Service Representative (CSR) is the primary customer service interface for the E-ZDrive MA & Pay By Plate MA Program.

Qualifications: To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

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

• Responsible for all types of customer account maintenance.
• Determines the accuracy of account information.
• Ensures all required information is provided for security, processes payments, and adjustments.
• Assists customers in understanding the E-ZDrive MA & Pay by Plate MA program.
• Ensures E-ZDrive MA & Pay by Plate MA customers’ service requirements are protected and accounted for in accordance with TransCore and MassDOT’s standards of performance.
• Must have availability to work 40 hours per week, Monday - Friday, with optional Saturday rotation

Required Skills:

• Excellent phone skills, data entry skills, customer service skills, interpersonal skills, and problem-solving skills.
• Minimum of one year of customer service and data entry experience.
• Adapt quickly, efficiently, and positively to various projects assigned.
• Works well in a fast-paced, multi-task environment.
• Must remain professional under every circumstance with customers and staff members.
• Must maintain a good attendance record.

Scheduling: Variable shifts will be required to support business operating hours. Extra and irregular hours may be required due to temporary and/or unforeseen work demands.

Education: High school diploma or general education degree (GED).

Skill: Acquires job skills and learns company policies and procedures to complete tasks.

Job Complexity: Works on assignments that are semi-routine in nature but recognizes the need for occasional deviation from accepted practice.

Supervision: Normally follows established procedures on routine work, requires instructions only on new assignments.

Experience: Typically requires a minimum of 0 - 1 year of related experience.

Language Skills: Ability to read and comprehend simple instructions, short correspondence, and memos. Ability to write simple correspondence. Ability to effectively present information in one-on-one and small group situations to customers, clients, and other employees of the organization.

Mathematical Skills: Ability to add and subtract two digit numbers and to multiply and divide with 10's and 100's. Ability to perform these operations using units of American money and weight measurement, volume, and distance.

Reasoning Ability: Ability to apply common sense understanding to carry out instructions furnished in written, oral, or diagram form. Ability to deal with problems involving several concrete variables in standardized situations.

Physical Demands: The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

While performing the duties of this job, the employee is regularly required to sit; use hands to finger, handle, or feel and talk or hear. The employee is occasionally required to stand; walk and reach with hands and arms. The employee must occasionally lift and/or move up to 25 pounds.

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.

The noise level in the work environment is usually moderate.

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)