Customer Service Representative - EZPass Concord

Customer Service Representative

Garnet River is a full-service information technology company that customizes solutions for its clients. We solve challenges through staff augmentation, project-based teams, and technical solutions. Our staffing division works as a recruiting arm for technical companies in the region and across the country. Clients turn to us to help them find talent. We are currently seeking a Customer Service Representative for an international company that operates within the transportation industry. The CSR provides exceptional customer service while serving as a subject matter expert for the walk-in EZ Pass center in Concord, NH, requiring a 100% on-site presence. This role is responsible for delivering exceptional face-to-face service, managing transactions, resolving inquiries, and ensuring compliance with company policies and performance standards.

Job Duties

• Greet customers promptly and courteously using the lobby queue system to ensure a positive first impression.
• Manage all customer transactions, including payments, refunds, and settlements, with accuracy and professionalism.
• Accurately input customer data, transactions, and related information into the system to maintain data integrity.
• Address customer inquiries, troubleshoot issues, and escalate complex cases as needed to ensure timely resolution.
• Provide clear and accurate information regarding fare media and related services.
• Maintain compliance with company policies and regulatory standards while ensuring accurate recordkeeping.
• Reconcile cash drawer and assigned inventory at the end of each shift; conduct weekly or monthly inventory audits as requested.
• Meet established KPI benchmarks for interaction time and transaction accuracy while maintaining superior service quality and customer experience.

Qualifications

• High school degree, or equivalent. Minimum 1 year of customer service experience, preferably in a walk in or retail environment strongly preferred.
• Strong communication and interpersonal skills with the ability to handle challenging situations professionally.
• Proficiency in computer systems and data entry; experience with CRM tools is a plus.
• Ability to manage cash transactions accurately and reconcile accounts.
• May need to work extended hours, weekends, or holidays.

Hourly Rate: $17.00

Garnet River LLC is an Equal Employment opportunity/Affirmative Action (EEO/AA) employer. Minorities/Female/Disabled/Veteran (M/F/D/V)