Customer Relations Clerk

Ferrovial•Manassas, VA

9d•$41,400 - $52,300•Onsite

About The Position

The Customer Relations Clerk handles in-person customer interactions at the 66 Express Outside the Beltway front desk and serves as the designated back-up to the Court Clerk. The role processes payments, reconciles lockbox activity, manages customer cases and disputes, receives deliveries and packages, and coordinates with internal teams regarding expected guests and visitors. It also supports judicial operations, including docket preparation, pre-court settlement communications, court-day activities, and reconciliation of court outcomes with customer accounts. The position provides customer guidance, researches transactions and disputes, documents and tracks case outcomes, and submits toll corrections when warranted. When covering for the Court Clerk or assisting with judicial work, the clerk prepares court materials, communicates settlement options, supports court proceedings, updates billing records with court outcomes, and handles confidential court and customer information. The role is based in a usually quiet work environment and requires court attendance in Prince William County and Fairfax County on docket days as needed. Occasional extended hours may be required to meet court deadlines.

Requirements

High school diploma or equivalent certification.
Strong written and verbal communication skills and active listening skills.
Ability to build rapport and demonstrate patience and empathy.
Ability to adapt to change, transition between tasks, multitask, problem-solve, and support process improvements in a fast-paced environment.
Moderate to advanced troubleshooting skills.
Strong organizational and time-management skills, including the ability to balance front desk and judicial priorities.
Attention to detail and accuracy in documentation and reconciliation.
Ability to handle sensitive information discreetly and maintain confidentiality.
Basic computer proficiency, especially with Microsoft Excel, Word, PowerPoint, and other PC-based programs.
Proficiency using legal, court e-filing, and customer billing software systems such as CBO.
Ability to work in Prince William County and Fairfax County courts on docket days as needed; occasional extended hours may be required to meet court deadlines.
Ability to talk or hear regularly and to stand, walk, and sit frequently; occasional lifting of files, paperwork, and court documents, typically not exceeding 20 pounds.
Ability to adjust visual focus as necessary when using a computer.

Nice To Haves

Previous call center, customer service, and/or collections experience.
Previous experience as a court clerk, legal assistant, or in a customer service role within a legal environment.
Bilingual English and Spanish.

Responsibilities

Greet guests and visitors entering the 66 Express Outside the Beltway lobby and maintain a neat, welcoming, and adequately stocked reception area.
Handle customer interactions professionally and use the CBO customer relationship management tool to manage contacts, violation notices, and associated license plates.
Use Power BI to research roadside transactions and trip data to validate toll amounts billed through EZ-Pass or notices of violation.
Process payments and apply them to the appropriate notice, license plate, or customer contact, including payments attached to mailed disputes after decisions are made.
Provide customers with guidance, resources, and information about 66 Express Outside the Beltway.
Research and resolve customer disputes using established procedures, set clear expectations about information needed, track and close cases, and submit toll corrections when indicated.
Serve as the designated back-up to the Court Clerk during absences, scheduled time off, court-day conflicts, or high-volume periods as directed by management.
Assist with judicial activities while maintaining front desk coverage and coordinate with the Judicial Operations team to prioritize court deadlines.
Create and distribute completed dockets for Prince William County and Fairfax County court dates and prepare prepaid dismissal and non-service forms for timely submission.
Support assembly of trial and continuance packages and coordinate signatures with outside counsel.
Contact customers about approved pre-court settlement options, explain available options, and document responses and settlement terms in CBO.
Attend court on docket days as needed, sort summons, support the attorney, and provide half sheets based on the requested resolution.
Update CBO with court outcomes and reconcile court orders or settlements with customer accounts, correcting discrepancies.
Respond within 24 hours to court and vendor emails addressed directly to the clerk and forward relevant court communications and meetings to appropriate Court team members.
Handle sensitive court and customer information confidentially.
Recommend training or procedural improvements based on observed trends, immediately report system issues and account concerns to management, and promptly communicate judicial delays, docket issues, discrepancies, and other concerns to the Judicial Operations and Settlement Supervisor.
Perform additional duties as assigned.