Job Information
WSP USA E-ZPass Lead Customer Service Representative in Minneapolis, Minnesota
JOB SUMMARY
The Lead Customer Service Representative (Lead CSR) is responsible for handling numerous and continuous day to day customer interactions, plus delegated duties from the Customer Service Manager or Project Manager
JOB DESCRIPTION
This job description is intended to be flexible to meet business needs and is not an exhaustive list of all responsibilities, or qualifications associated with this position.
Provide courteous, professional, and timely service to E-ZPass customers via phone, chat, email, and walk-in service.
Answering general E-ZPass questions
This may include, but is not limited to:
Opening and closing E-ZPass accounts
Updating customer account and payment information
Assigning E-ZPass tags/transponders to customer accounts
Contacting customers regarding bounced back emails
Contacting customers regarding delegated projects as assigned by Manager
Address all customer tickets within specified performance requirements.
Research pending active accounts, contact customer and document required process in account history notes.
Research duplicate accounts and document required process in account history notes.
Log incoming mail/deliveries from USPS, UPS, and FedEx, et.al Distribute mail to CSRs handling that account.
Handle unassigned mail/deliveries and document required process in account history notes.
Scan, save and review spreadsheets returned by Waters Edge for accuracy. Document any returned tags and closure notices. Save any closure notices into account customer correspondence.
Perform required procedure for inactive customer accounts per Business Rules and document required process in the account history notes. Once completed, enter the account on the appropriate spreadsheet
Print and mail monthly statements, and account letters for customers who’ve requested mailed correspondence as needed.
Merge customer accounts as needed, following the written procedure, review completed merge for inaccuracies or missing information, and submit the completed process for review.
Assist customers with Minnesota and Out-of-State toll and fee disputes, adjusting tolls and fees as needed per Business Rules, under the supervision of the Customer Service Manager
Perform required procedure for negative balance accounts. Maintain documentation in account history notes.
Contact customers who have accounts with expiring credit cards. Document in account history notes.
Stand-in when the Fulfillment Associate is absent, or when otherwise requested by management.
Contribute to weekly meeting agenda
Review pending closed accounts
Other duties as assigned
SUPERVISORY RESPONSIBILITIES
Oversee and assist Customer Service Representatives with questions, problems, responses to customer interactions and navigating CAMS.
Follow and enforce company and E-ZPass policies and procedures
Cultivate a strong team work ethic and open office communication
Model and ensure a high standard of customer service and professionalism in the office
Train new hires and other employees as assigned
Resolve escalated or highly charged contacts with customers
Counsel, coordinate, and help to maintain good office tone. Mediate irritations between team members
Keep track of customer service representatives’ attendance
Assist in maintaining employee behavior log.
REQUIRED QUALIFICATIONS / SKILLS
High School Diploma or GED
A minimum of three years customer service experience
A minimum of three years supervisory, management or training experience
A minimum of one year tolling operations experience
Ability to adhere to strict attendance requirements
Excellent verbal and written communication skills
Strong problem solving skills
Ability to frequently multi-task
Efficiency, organizational skills, and administrative skills
Excellent computer literacy
Proficiency with Word, Outlook, and Excel
Ability to work both independently and as part of a closely integrated team
Demonstrated ability to establish and maintain good customer and working relationships
PREFERED EXPERIENCE
Call center experience
Experience with customer account management systems
Experience with Cisco phone systems, Oracle, Power Point, and Microsoft Teams and Office 365
Flexibility to change normal shift time as needed for operational demands
Knowledge of E-ZPass, WSP, and MnDOT
Bi-lingual a plus
PHYSICAL DEMANDS
Primarily desk work, requiring frequent hand/eye coordination to operate computer, keyboard, and office equipment; vision for reading, recording, and interpreting information; frequent speech, hearing, and listening to maintain communication. May require occasionally lifting of maximum 30 pounds.
About WSP
WSP USA is the U.S. operating company of WSP, one of the world's leading engineering and professional services firms. Dedicated to serving local communities, we are engineers, planners, technical experts, strategic advisors and construction management professionals. WSP USA designs lasting solutions in the buildings, transportation, energy, water and environment markets. With more than 15,000 employees in over 300 offices across the U.S., we partner with our clients to help communities prosper.
www.wsp.com
WSP provides a flexible and agile workplace model while meeting client needs. Employees are also afforded a comprehensive suite of benefits including medical, dental, vision, disability, life, and retirement savings focused on providing health and financial stability throughout the employee’s career.
At WSP, we want to give our employees the challenges they seek to grow their careers and knowledge base. Your daily contributions to your team will be essential in meeting client objectives, goals and challenges. Are you ready to get started?
WSP USA (and all of its U.S. companies) is an Equal Opportunity Employer Race/Age/Color/Religion/Sex/Sexual Orientation/Gender Identity/National Origin/Disability or Protected Veteran Status.
The selected candidate must be authorized to work in the United States.
NOTICE TO THIRD PARTY AGENCIES:
WSP does not accept unsolicited resumes from recruiters, employment agencies, or other staffing services. Unsolicited resumes include any resume or hiring document sent to WSP in the absence of a signed Service Agreement where WSP has expressly requested recruitment/staffing services specific to the position at hand. Any unsolicited resumes, including those submitted to hiring managers or other business leaders, will become the property of WSP and WSP will have the right to hire that candidate without reservation – no fee or other compensation will be owed or paid to the recruiter, employment agency, or other staffing service.