Customer Service Lead

TransCore (TRN), a subsidiary of ST Engineering, is a seeking full-time Customer Service Lead to join our team in Natick, Massachusetts.

Job Summary: Under the direction of the Customer Care Supervisor and the Associate Supervisor, the Customer Care Team Lead is the primary customer interface for the E-ZDrive MA program. The Team Lead will open new accounts, make payments, update account information, test and replace transponders, and respond to customer requests. This responsibility includes ensuring E-ZDrive MA customer service requirements are protected and accounted for in accordance with TransCore and MassDOT’s standards of performance. The Team Lead will assist in maintaining a positive and productive work environment, in cashing out clerks, and in opening and closing the office. The Team Lead, in conjunction with the Associate Supervisor is responsible for ensuring staff understands and follows established procedures, that the assets of MassDOT are properly controlled and safeguarded, and to communicate to the Associate Supervisor staff performance issues. The Team Lead will assist in handling escalated customer issues, assist with reports, training of staff, and with the auditing process.

Essential Duties and Responsibilities include but are not limited to the following:

• Available to work 40 hours per week with shifts between the hours of Monday-Friday 6:45am-7:15pm and alternating Saturdays from 8:45am-1:15pm.


• Act as a role model for staff


• Maintain exceptional level of customer service and handle escalated customer issues in the absence of the Associate Supervisor


• Contribute to the training of satellite office staff to ensure they understand and follow procedures


• Ensure the Service Center is clean, organized, and all equipment is functioning properly


• Ensure timely communication of essential information to Associate Supervisor and to


• Assist in creating a positive work environment that fosters a healthy team relationship


• Responsible for understanding, monitoring, and meeting daily, weekly, monthly performance metrics and standards applicable to the Customer Care department, informing Customer


• Assist with auditing and required TransCore reports (e.g., Daily Walk-in report, Open Pending, QLess, Metric 36) as needed


• Process applications for walk-in customers


• Perform account maintenance, including account changes, transponder changes, recertifications, additional tag requests, replenishments, adjustments, and statement requests


• Ensure daily cash outs are completed accurately


• Meet MassDOT standards and ensure the assets of MassDOT are properly controlled and safeguarded


• Assist in opening and closing the office


• Assist at other E-ZDrive MA offices as needed


• Perform other duties as directed by TransCore management and supervisory staff

Additional Duties that May Be Assigned:

• Assist in MassDOT live sign-ups


• Work at other E-ZPass MA facilities

Desired Skills:

• 1-2 years customer service experience, preferably in a leadership position


• Flexibility in scheduling


• Excellent phone skills, data entry skills, customer service skills, interpersonal skills, and problem- solving skills


• 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


• Oversee and maintain proper internal controls for monetary transactions


• Must maintain an excellent attendance record

Education :

• High School or equivalent preferred