Top 18 Customer support & client services managers Jobs in Auburn, Ma

Customer Service Manager
E-ZPass MA/TransCore —Auburn, MA
- $70,000 - $90,000 a year
- Full-time
- Spanish
- 5 years
- Mid-level
- Health insurance
- Dental insurance
Quick Apply
Customer Service Manager
TransCore, LP —Auburn, MA
- $70,000 - $90,000 a year
- Full-time
- Spanish
- 5 years
- Mid-level
Quick Apply
CSR (Call Center) Manager
Endless Energy New England Inc —Marlborough, MA
- Weekends as needed
- Google Workspace
- Bachelor of Science
- Residential
Quick Apply
7d
Client Service Manager
Gallagher —Westborough, MA
- $63,500 - $106,500 a year
- Full-time
- Mid-level
- 3 years
- High school diploma or GED
- Paid parental leave
- Health savings account
Customer Service Supervisor
Lenze Americas Corporation —Uxbridge, MA
- $73,000 - $85,000 a year
- Mid-level
- Office
- High school diploma or GED
- Paid parental leave
- Health savings account
Manager, Customer Operations
Integer Holdings Corporation —Hudson, MA
- $95,700 - $140,360 a year
- Full-time
- 7 years
- Oracle
- Bachelor's degree
- Disability insurance
- Health insurance
Quick Apply
Call Center Manager
Rodenhiser Home Services Inc —Holliston, MA
- $75,000 - $105,000 a year
- Full-time
- 5 years
- Mid-level
- Residential
- AD&D insurance
- Paid holidays
Quick Apply
13d
Technical Customer Success Manager
INFLEXIONPOINT LLC —Hudson, MA
- $120,000 - $140,000 a year
- Full-time
- 7 years
- Office
- Ability to climb stairs
- Health insurance
- Paid time off
Quick Apply
Client Service Associate (CSA)
Bartholomew & Co. —Framingham, MA
- $26 - $32 an hour
- Full-time
- Microsoft Excel
- Microsoft Outlook
- Office
- Free parking
- AD&D insurance
Quick Apply
8d
Director, Client Service Manager
Fidelity Investments —Smithfield, RI
- $95,000 - $186,000 a year
- Full-time
- System design
- Office
- Continuous improvement
- Loan repayment program
- Health insurance
Call Center Supervisor
Renewal by Andersen | Esler Companies —Framingham, MA
- $80,000 - $100,000 a year
- Full-time
- Mid-level
- US work authorization
- Communication skills
- Profit sharing
- Paid holidays
Team Leader, Client Services
Fidelity Investments —Smithfield, RI
- Full-time
- Mentoring
- Financial services
- Senior level
Vice President, Business Technology Liaison
The Bank of New York Mellon Corporation —Westborough, MA
- $69,000 - $145,000 a year
- Full-time
- Office
- Finance
- Bachelor's degree
2d

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Customer Service Manager

E-ZPass MA/TransCore -
Auburn, MA

Quick Apply

Job Details

Full-time
$70,000 - $90,000 a year

Benefits

Health insurance
Dental insurance
Vision insurance

Qualifications

Customer communication
Team supervision
Managing teams in a customer support role
Employee relationship building
SQL
Supervising experience
Data management
Productivity software
Query management
Associate's degree

Full Job Description

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

Summary: Under the direction of the CSC Program Manager, the Customer Service Manager is primarily responsible for the overall operations and performance of the Customer Care Department, the Walk-in Centers (WIC), as well as Facility Management. The Manager coordinates processing and reporting activities with the Customer Care Supervisors to ensure that policy and procedure integrity is maintained and also manages all activities of Customer Care Operations, maintaining optimum service levels for E-ZPass MA and PAY BY PLATE MA (PBP) accounts. Per the accepted contract pricing (Appendix M1B of the MassDOT AET CSC Agreement), the Customer Service Manager is responsible for maintaining the expected profit margins at each WIC location individually.

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

Maintain a full understanding of all E-ZPass MA and PBP programs and is well-versed in all Customer Care Representative, Team Lead and Supervisor tasks
Participates in bi-weekly Project Manager and software development calls to ensure all Customer Care issues are addressed, corrected, tested and implemented timely
Support MassDOT’s Director of Statewide tolling for key high-level requests from operations including legal hearings, subpoena’s and detailed customer account history
Develop agenda and present all relevant Customer Care issues to discuss with MassDOT Management team for the Monthly Status Meetings
Understands the business rules of all E-ZPass MA and PBP programs as they apply to account establishment, account maintenance and transponder inventory tasks
In conjunction with the Customer Care Supervisor’s, oversees 6 WIC locations and continually monitor and assess service levels including the number of walk-ins, wait times and customer feedback
Coordinate daily activities that ensure Customer Care operations and its staff provide excellent customer service, supervises and supports all established policies and procedures and keeps TransCore management and MassDOT appraised of the status of Customer Care Center operations
Responsible for understanding, monitoring and meeting daily, weekly, monthly performance metrics and standards applicable to the Customer Care Department (#3-5, #43-45, #1-2 and #6-11 in conjunction with the Account and Finance Manager, #37-38 and #66 in conjunction with the Customer Communications Manager and Accounting and Finance Manager); informing the CSC Program Manager when issues arise that impact metrics
Serving as customer service role model, ensure all Customer Care representatives are courteous, professional and attuned to customer needs
Establish and monitor statistical performance reporting criteria, enforce policies and procedures to ensure all staff meet or exceed expected customer service and performance levels
Correct and address any QA findings, develop preventive measures, support training and cross training processes and continue to mentor new and existing staff to ensure overall quality of delivered services
Work with the QC/QA department to implement efficiencies by evaluating processes for improvements where possible
Periodically travel to WIC’s to maintain effective relationships and communication with team members
Act as safety Manager for all locations (including WIC’s) and building security, first contact for alarms and access granted and revoked as needed for all staff
Must remain professional under every circumstance with customers/non-customers

Required Skills:

5 plus years Supervisory experience with hands-on customer service experience
Proven ability to navigate and elaborate integrity system data activity
Advance skills in Microsoft Office products and proficient in running SQL scripts
Must be a team player, self-motivated and success oriented for the entire CSC Program
Bilingual in Spanish a plus

Education:

Minimum of an Associates degree required
Bachelor’s degree preferred

TransCore is an Equal Opportunity Employer – EEO/AA/M/F/Vet/Disability

Pay: $70,000.00 - $90,000.00 per year

Benefits:

Dental insurance
Health insurance
Vision insurance

Application Question(s):

What is your desired salary?

Ability to Commute:

Auburn, MA 01501 (Required)

Work Location: In person

Quick Apply

Refine Your Search

customer support & client services managers jobs in auburn, ma

Customer Service Manager

Customer Service Manager

CSR (Call Center) Manager

Client Service Manager

Customer Service Supervisor

Manager, Customer Operations

Call Center Manager

Technical Customer Success Manager

Client Service Associate (CSA)

Director, Client Service Manager

Call Center Supervisor

Team Leader, Client Services

Vice President, Business Technology Liaison

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