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Job Overview:
Reporting to the Operations Manager, the Operations Support Customer Service Representative (CSR), Back Office is responsible for processing various back office needs. No phone contact or talking with customers is required, but worker does perform services that help create great experience for customers. The CSR, Back Office will also be cross-trained in various other CSR roles, to include but not limited to the following regarding a variety inquiries and customer needs: customer care e-mails, fax, and mail, as well as be cross-trained on processing images. Monitor and respond to customer phone and e-mail correspondence and process applicable online documentation for account adjustments or closures and transponder activity, including but not limited to account registration (update and maintenance), transponder distribution (returns and replenishments), payment processing, processing department of motor vehicle (DMV) holds and disputes. Count, log and process transponder requests and cancellations received via website, phone center and internal database and process reports related to activity of new accounts and account closures. Support various Tag Offices in tracking and releasing vehicle registration holds. Ensure all processes and adjustments surrounding account closures or new accounts are completed, including preparation of documents for supervisor or manager approval. Provide manual image review support as required and perform customer service activities in various other Maintain accountability for work and provide input and/or assistance in formulating new procedures, and recommend changes to existing procedures as required. Identify problems with office equipment, systems, processes, and general service issues, and communicate or escalate these to the proper entity for resolution. Perform other duties as assigned
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Additional Information:
Drug and background checks are performed. Valid identification and reliable transportation required. We are an E-Verify employer. We will provide the Social Security Administration (SSA) and, if necessary, the Department of Homeland Security (DHS), with information from each new employee’s Form I-9 to confirm work authorization. Our employees are authorized to work in the United States. Candidates shall supply their own transportation.