Posted: 06/03/2026Employment Type:Contract To HireIndustry:CSRJob Number: 44739Pay Rate: 19.00
Job Description
Lead Customer Care Representative (East Boston, MA)
The Lead Customer Care Representative is responsible for all account maintenance involving walk-in customers. This role will open new accounts, make payments, change account information, recertify accounts, test, and replace transponders, and respond to patron requests.
Essential Duties and Responsibilities:
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 Customer Care Supervisor
Assist in creating a positive work environment that fosters a healthy team relationship
Assist with auditing and required reports (e.g., Daily Walk-in report, QLess,Metric 36) as needed as well as order supplies
Process applications for walk-in customers
Perform account maintenance, including account changes, transponder changes, recertifications, additional tag requests, replenishments, adjustments, and statement requests
Assist in the reduction of Customer Care backlog (i.e., correspondence, return mail, online, close accounts, etc.)
Prepare work to be couriered
Ensure daily cash outs and deposits are completed accurately
Assist in opening and closing the office as needed
Perform other duties as directed by management and supervisory staff
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