CSC Sr. Specialist - Call Center

North Texas Tollway Authority•Gateway, CO

19d•Onsite

About The Position

The primary purpose of this position is to provide leadership and support to customer service specialists and to assist with customer escalations. This includes providing service to customers and extended business partners, and assisting customer service specialists with overrides, escalations, research, and general information. Other duties can include reconciling payment issues, receiving and analyzing transactions, researching citations, interacting with courts and vendors, monitoring attendance and schedules, providing assistance to CSC Supervisors, other members of leadership, and to other locations. Additional projects may occur, as assigned. Starting Rate: $21.50/hourly Retention Bonus: $1000 Applicants are required to be eligible to lawfully work in the United States immediately. This position is not available for H1-B visa sponsorship.

Requirements

Minimum: High School diploma or equivalent
1-3 years’ experience
Fluency in English
Must be able to type 30 WPM
Valid driver’s license or ability to obtain Texas Class “C” driver’s license within 30 days of hire.

Responsibilities

Researches and resolves issues by responding to escalated inquiries, researching information, providing information to service representatives, following up on calls for service, interacting with customers on the phone, via email, webchat and in person, and working with outside agencies and managers to resolve issues.
Provides general clerical support by assisting patrons or customers; providing general or specific information; processing requests for services, researching information, compiling information, maintaining general office records, processing the mail, and assisting with other services may include cash handling.
Processes requests by updating accounts, handling requests for new service or toll tags, supporting online access, reporting computer issues to the help desk, posting transactions, monitoring, and updating corporate accounts, researching violations, and resolving email / chat requests.
Processes payments by verifying information for accuracy, reviewing images, processing payments for overnight payments, and researches and resolves credit card disputes.