Customer Service Representative

• Call Center (Remote After Training)

Location:

Auburn, MA (Onsite training required; remote work eligible after training)

Pay Rate:

$16.50/hour

Schedule:

Monday-Friday, 10:30 AM

• 7:00 PM Monthly rotating Saturdays required (9:00 AM
• 1:00 PM) with a weekday off to maintain a 40-hour work week Training schedule: Monday-Friday, 8:00 AM
• 4:30 PM (approximately 8 weeks onsite) Position Overview The Customer Service Representative serves as the primary point of contact for customers using tolling and payment account services.

This role is responsible for handling inbound and outbound communications via phone, email, and chat while providing accurate account support, payment processing, and issue resolution. The position requires strong attention to detail, professionalism, and the ability to follow structured procedures in a fast-paced call center environment. After successful completion of training and meeting performance standards, employees may transition to a remote work arrangement. Key Responsibilities Provide customer support via inbound/outbound calls, email, and chat in English Process customer inquiries, applications, and account maintenance requests across multiple channels Perform account updates including address changes, vehicle updates, transponder changes, payments, and statement requests Research toll discrepancies, including overcharges and video toll (V-Toll) issues, and submit adjustments as needed Assist with credit card updates, replenishments, balance changes, and account corrections Ensure accuracy and security of customer account information in accordance with established policies Maintain knowledge of program rules and procedures to properly assist customers File applications and maintain organized records and documentation Participate in quality assurance monitoring and performance evaluations Adhere to structured break schedules and maintain punctuality and readiness at start of shift Maintain professionalism in all customer and internal interactions Meet performance standards including call handling metrics and "Not Ready" time requirements #TNG123 #WETEMP