Customer Relations Clerk

Ferrovial•Manassas, VA

About The Position

The Customer Relations Clerk handles in-person customer interactions at the 66 Express Outside the Beltway front desk and supports judicial operations as the designated back-up to the Court Clerk. The role processes payments, researches toll transactions and disputes, manages customer cases, reconciles lockbox activity, receives deliveries, and communicates with internal teams about expected guests and visitors. It also supports docket preparation, pre-court settlement communications, court-day activities, and reconciliation of court outcomes with customer accounts to help ensure court-related processes continue without interruption. The position requires professional, empathetic customer service, accurate documentation and reconciliation, discretion with sensitive information, and the ability to balance front desk and judicial priorities in a fast-paced environment. Work includes supporting Prince William County and Fairfax County court operations on docket days as needed. The work environment is usually quiet, and occasional extended hours may be required to meet court deadlines. The listed annual salary range is $41,400–$52,300, with actual compensation based on relevant qualifications and experience.

Requirements

High school diploma or equivalent certification.
Strong written and verbal communication skills.
Strong active listening and rapport-building skills; patient and empathetic attitude.
Ability to adapt to change and transition effectively between tasks.
Ability to multitask, problem-solve, and support process improvements in a fast-paced environment.
Moderate to advanced troubleshooting skills.
Strong organizational and time-management skills, including balancing front desk and judicial priorities.
Attention to detail and accuracy in documentation and reconciliation.
Ability to handle sensitive information with discretion and maintain confidentiality.
Basic computer proficiency, particularly with Microsoft Excel, Word, PowerPoint, and other PC-based programs.
Ability to use legal, court e-filing, and customer billing software systems, including CBO.
Ability to work in Prince William County and Fairfax County courts on docket days as needed.
Ability to talk or hear regularly and to stand, walk, and sit frequently; ability to adjust focus when using a computer.
Ability to occasionally lift files, paperwork, and court documents, typically not exceeding 20 pounds.

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 skills.

Responsibilities

Greet guests and visitors and maintain a neat, welcoming, stocked reception area.
Manage customer contacts, violation notices, and associated license plates in the Customer Billing Office (CBO) system.
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; process payments attached to mailed disputes after decisions are made.
Provide information and guidance about 66 Express Outside the Beltway and set expectations about information needed to resolve disputes.
Research and resolve customer disputes using established procedures; track and close cases as information is provided or the resolution period ends.
Submit toll corrections based on dispute findings and reconcile lockbox activity.
Serve as designated back-up to the Court Clerk when directed, including during absences, scheduled time off, court-day conflicts, or high-volume periods.
Coordinate front desk coverage with judicial support duties and prioritize time-sensitive court deadlines.
Create and distribute completed dockets for Prince William County and Fairfax County court dates; prepare prepaid dismissal and non-service forms and coordinate signatures with outside counsel.
Support preparation of trial and continuance packages.
Contact customers about approved pre-court settlement options, explain available options, document responses, and follow up as appropriate.
Document pre- and post-court settlements, agreement terms, and payment arrangements in CBO, and monitor compliance.
Attend court on docket days as needed to sort summons, assist beside the attorney, and provide half sheets for requested resolutions.
Update CBO with court outcomes, including judgments, payment plans, and other court-mandated actions; reconcile court orders and settlements with customer accounts and correct discrepancies.
Respond within 24 hours to court and vendor emails addressed directly to the employee and forward relevant court communications and meetings to court team members not already copied.
Receive deliveries and packages and communicate with internal teams regarding expected guests and visitors.
Handle sensitive court and customer information confidentially.
Recommend training or procedures in response to observed trends; promptly report system issues, customer account concerns, filing delays, docket issues, court discrepancies, and other judicial concerns to the appropriate management or judicial operations personnel.
Perform additional duties as assigned.