ETC Customer Service Representative

POSITION DESCRIPTION:

The primary purpose is to provide customer service to RITBA E-ZPass customers and bill by mail customers.  Our primary service is the account management and transaction processing for RITBA.

This position reports directly to the CSC Manager and will work with several key functional departmental Supervisors and Managers.

MINIMUM JOB REQUIREMENTS:

A Bachelor’s Degree, is preferred, along with electronic toll collection experience and/or customer service

ESSENTIAL RESPONSIBILITIES:

• Provide exceptional customer service and handling of all customer issues.
• Account establishment and maintenance
• Perform account maintenance, including account changes, transponder changes, recertification, additional transponder requests, replenishments, adjustments, and statement requests
• Prepares, posts, verifies, and records customer payments and transactions related to toll invoice accounts
• E-ZPass Transponder distribution
• Transaction processing
• Violation processing
• Direct customer service either through the call center, walk in center, or electronic means (email/chat communications)
• Mail house operations
• Outbound calls
• Process and receive customer unresolved inquiries and written repeals
• Assist in the reduction of Production backlog (i.e. web applications, add transponder requests, emails etc.)

REQUIRED KNOWLEDGE, SKILLS AND ABILITIES:

• This individual must have a proven ability to be detail oriented and analytical
• Strong communication and customer service skills
• 1-3 years’ experience in the Electronic Toll Collection (ETC) industry and/or customer service
• Experience in image processing is a plus
• Ability to work independently with limited management supervision
• Demonstrate strong organizational, multi-tasking and interpersonal communications skills
• Must be proficient with computers and MS Office 365

* This job description represents general duties and is not intended to list every specific function of this position.

*Must be able to work flexible hours, i.e. days, nights, weekends and holidays. Must be reliable and enjoy interaction with the public.