Customer Service Representative

TransCore, LP; Dover (DE); On-site; USD 32,000 - 48,000; Full time

Job summary

TransCore, LP in Dover, Delaware seeks a full-time Customer Service Representative to provide accurate information and quality service to customers. Duties include opening accounts, explaining policies, and processing payments, with regular attendance and shift coverage.

Bi-lingual fluency in English and Spanish is preferred. The role requires 0–1 year of related experience and a high school diploma or GED. Scheduling varies to support business hours in a fast-paced environment.

Qualifications

• High school diploma or GED required.
• 0–1 year of related experience.
• Bi-lingual English/Spanish preferred.
• Able to work varied shifts 7:00am–7:00pm M-F and Sat 8:00–2:00pm.

Responsibilities

• Assist customers with the account opening process.
• Explain terms, conditions and policies relating to the account.
• Process account payments and perform cash out at end of shift.
• Respond to DMV services inquiries by phone or chat.
• Prepare reports including CSR Daily Activity and cash out reports.
• Maintain accounts and perform changes or statement requests.

Skills

Customer service

Communication

Bilingual English/Spanish

Education

High school diploma or GED

Tools

CRM

Job description

TransCore (TRN), a subsidiary of ST Engineering, is seeking full-time Customer Service Representatives to join our team in Dover, Delaware.

Under the direction of the Customer Service Supervisor/Lead, the Customer Service Representative will be responsible for quality service and providing accurate information to customers. The CSR is responsible to accurately open accounts, explain policies and procedures, and process payment information. This responsibility includes ensuring service requirements are protected and accounted for in accordance with set standards.

Qualifications

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

• Ability to work varies schedules between 7:00am - 7:00pm M-F and Sat 8:00-2:00pm.

Essential Duties and Responsibilities include the following. Other duties may be assigned.

• Assists customers with the account opening process.
• Accurately explains the terms/conditions and policies/procedures relating to the account.
• Processes account payments, perform cash out process at end of shift
• Consistently meets or exceeds performance goals to ensure the highest quality of service is provided to the customer.
• Performs account maintenance, including account changes, adjustments, and statement requests.
• Contacts customers for additional account information.
• Assists in problem correspondence as required.
• Prepares reports including CSR Daily Activity report and cash out report.
• Responds to incoming phone inquiries regarding E-ZPass accounts, violations, and DMV
• Communicates business rules, policies and procedures governing violation processing
• Reviews violation appeals process with appellants
• Receives incoming phone calls and chat requests regarding DMV services
• Communicates business rules, policies and procedures governing DMV services
• Administrative functions to include image review and violation lookups
• Regular and predictable attendance is an essential function of this job

Language Skills

Bi-lingual fluency in English and Spanish preferred.

Scheduling

Variable shifts will be required to support business operating hours. Extra and irregular hours may be required due to temporary and/or unforeseen work demands.

Education

High school diploma or general education degree (GED) required.

Skill

Acquires job skills and learns company policies and procedures to complete tasks.

Job Complexity

Works on assignments that are semi-routine in nature but recognizes the need for occasional deviation from accepted practice.

Supervision

Normally follows established procedures on routine work, requires instructions only on new assignments.

Experience

Typically requires a minimum of 0 - 1 year of related experience.

Language Skills

Ability to read and comprehend simple instructions, short correspondence, and memos. Ability to write simple correspondence. Ability to effectively present information in one-on-one and small group situations to customers, clients, and other employees of the organization.

Mathematical Skills

Ability to add and subtract two digit numbers and to multiply and divide with 10's and 100's. Ability to perform these operations using units of American money and weight measurement, volume, and distance.

Reasoning Ability

Ability to apply common sense understanding to carry out instructions furnished in written, oral, or diagram form. Ability to deal with problems involving several concrete variables in standardized situations.

Physical Demands

While performing the duties of this job, the employee is regularly required to sit; use hands to finger, handle, or feel and talk or hear. The employee is occasionally required to stand; walk and reach with hands and arms. The employee must occasionally lift and/or move up to 25 pounds.

Work Environment

The noise level in the work environment is usually moderate.