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Posted: 02/11/2026Employment Type:Contract To HireIndustry:CSRJob Number: 44154Pay Rate: 18.00
Job Description
Lead Customer Care Representative
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
Ready to embark on a rewarding career in the vibrant Ludlow, Massachusetts area? Discover exciting job opportunities that await! Nestled in the picturesque Pioneer Valley, Ludlow offers a perfect blend of small-town charm and big city conveniences. With top-notch schools, scenic parks like Hubbard Park, and easy access to downtown Springfield's attractions including the Basketball Hall of Fame and Symphony Hall, Ludlow is a gem for job seekers. Indulge in delicious Portuguese cuisine at one of the local eateries or catch a show at the historic Iron Horse Music Hall. Join our team today and embrace a career in Ludlow filled with growth, culture, and endless possibilities.
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