CSC Sr Specialist

North Texas Tollway Authority•San Jose, CA

1d•$18 - $23

About The Position

The CSC Sr. Specialist serves as a subject matter expert and operational lead within the Customer Service organization, providing leadership, guidance, and support to Customer Service Specialists while resolving complex customer inquiries, escalations, account issues, and operational challenges. This role is responsible for conducting research, authorizing approved adjustments and exceptions, supporting employee development, monitoring workflow and performance, and ensuring accurate, timely service to customers and business partners. The CSC Sr. Specialist also supports quality assurance, reporting, process improvement initiatives, and collaboration with internal and external stakeholders to drive operational excellence and customer satisfaction. Positions are assigned to Support Services, Call Center, or Front Counter operations and may be required to provide cross functional support to multiple customer service functions based on business needs. Front Counter: In-person customer transactions, account servicing, payment processing and citation resolution activities. Call Center: Phone-based customer service operations, including customer inquiries, escalations, queue management, schedule adherence, and service level performance. Support Services: Back-office customer service operations, including complex account research, case resolution, transaction reconciliation, quality reviews, reporting, inventory controls, and process improvement initiatives

Requirements

High School Diploma or GED, required.
Fluency in English, including speaking, reading, and writing, required.
Ability to type a minimum of 30 words per minute, required
Two (2) years’ experience (customer service, operations, account management, cash handling, call center, support services, or related experience), required.

Nice To Haves

Three (3) years of experience including: Serving in a senior, mentoring, training, lead or team support capacity.
Previous experience in customer service leadership, team development, quality assurance, workflow management, or operational support.
Experience working with payment processing, inventory controls, compliance requirements, reporting, or customer account management systems.
Experience supporting process improvement initiatives, training programs, or cross-functional operational projects.

Responsibilities

Provide leadership, expertise, guidance, and operational support to Customer Service team, serving as a resource for escalations, policy interpretation, and problem resolution.
Serve as a subject matter expert on customer service systems, policies, procedures, and business processes.
Research, analyze, and resolve complex customer inquiries, complaints, escalations, and account-related issues.
Process, review, and authorize customer account transactions, service requests, payments, adjustments, and exceptions within established authority levels.
Support the achievement of departmental goals by ensuring accurate, complaint, and customer-focused service delivery.
Collaborate with internal departments, vendors, business partners, courts, and external agencies to resolve issues and support operational objectives.
Monitor workflows, service levels, case activity, and operational performance to ensure quality and productivity standards are met.
Conduct quality reviews and provide coaching, feedback, training, mentoring, and development support to enhance employee performance.
Maintain accurate records, documentation, inventory, financial controls, reconciliations, reporting, and audit requirements.
Analyze operational data, identify trends, support process improvements, and participate in special projects and cross-functional initiatives.
May be required to travel to and drive between customer service center locations as needed to support operational and business needs.