Contact Center Agent

Chicago Lighthouse for People Who Are Blind or Visually Impaired•Chicago, IL

9d•$18 - $19•Hybrid

About The Position

Contact Center Agents will be responsible for providing high quality customer service assistance when responding to inquiries pertaining to I-PASS electronic tolling accounts, violations notices, billing issues, technical issues or general map questions. Contact Center Agents will be responsible for assuring speedy resolution of inquiries utilizing all available resources.

Requirements

High School diploma or equivalent required
Must be able to speak English clearly and professionally
1 to 2 years customer service experience required
Must be able to type a minimum of 25 words per minute with at least 90% accuracy
Must have intermediate computer skills and the ability to navigate through multiple data screens
Must have excellent communication skills and be able to multi-task
Must pass all assessments or test associated with position
Team Members must have a smart phone to download and use an authentication application to gain access to the client data platform
Team members must be aware and prepared that training will consist of 4 weeks of in-house training

Nice To Haves

1 to 2 years contact center experience preferred
Bilingual English/Spanish a plus

Responsibilities

Adhere to the Privacy Act as it relates to the confidentiality of information released
Must maintain up-to-date knowledge of the Illinois Tollway regulations and policies
Update customer accounts with accuracy and maintain appropriate documentation of phone inquiries
Utilize a Tollway application that immediately processes credit card payments to accounts while speaking with the customer
Make recommendations according to customer’s needs. Ability to empathize with and prioritize customer needs
All payments and adjustments must be posted to customers’ accounts in accordance with procedures for each of the I-PASS and Violation Enforcement System databases
Gather data from customer and other resources as needed for problem-solving and communicate to customer
Open, split and close customer I-PASS accounts in accordance with training guidelines
Effectively respond to inbound calls and customer call backs promptly, politely and professionally
Research available resources to accurately answer questions and offer options, as requested, to provide customer focused service and a positive impression of the organization
Open and close I-PASS accounts in accordance with training guidelines
All payments and adjustments must be posted to customers’ accounts in accordance with PCI compliance
Meet established call performance metrics (KPIs) on a weekly and monthly basis
Navigate between three (3) or more systems and tools to assist and service customers
Will be required to complete program training, as warranted, and successfully implement that knowledge in day-to-day operations
Any other duties as deemed necessary by supervisor