Customer Service Representatives

Customer Service Representative

Back Bay Staffing Group is seeking several Customer Service Representatives (CSR) for an Auburn, MA corporation. Start date: immediately. Where: Auburn, MA. Hours: Full-time, Monday through Friday 10:30AM - 7:00PM. Required: Must have high data entry scores with a 10 Key Calculator. Must be able to pass background check and drug screen. These CSRs are responsible for all telephone, email and chat account maintenance. The CSRs determine the accuracy of account information, and ensure all required information is provided for security. The CSRs enter information into the database, process payments, and assist patrons in understanding the corporations procedures regarding payment options, information changes, and violations enforcement. This responsibility includes ensuring the corporations patrons' service requirements are protected and accounted for in accordance with the corporation's standards of performance.

Essential duties and responsibilities:

• Process telephone, email & chat inquiries, fax information/applications to customer if required.
• Perform account maintenance, including address changes, vehicle changes, transponder changes, payments, adjustments, statement requests, and fastener strip requests.
• Research toll overcharges and v-tolls, and submit for adjustment.
• Provide assistance to process/update expired credit cards, options changes, replenishment amounts, balance thresholds, address changes, add tags, process applications, and correspondence.
• Prepare reports to include daily Phone Call Log.
• Cash out and prepare deposit at end of shift.
• Work a rotating weekend schedule, one month on/one month off as scheduled or as required based on operational needs.
• File applications and other paper work as necessary.
• Responsible for meeting weekly call handling metrics. Current average is 3 minutes or less talk time.
• Responsible for maintaining a weekly average "Not Ready" of 15% or less.
• Prepared to take calls and/or start workday exactly at start of shift. Computer is to be logged in and phone is open and ready to take a call precisely at the beginning of a shift.
• Participate in the Quality Assurance process: Call Monitoring and auditing of Log Sheets and Correspondence on a monthly basis.
• Adhere to structured break and lunch schedules. This includes clear communication with leadership staff for leaving the Customer Communication department for any reason.
• Must remain professional under every circumstance with patrons and staff members.
• Perform other duties as directed as required.