Customer Service Representative - Technical
About The Position
The Customer Service Representative (CSR) role is responsible for delivering exceptional customer care and creating sustainable value for customers through phone, email, text, web chat, and case management interactions. This role supports a high-volume tolling services program and requires strong communication skills, attention to detail, and the ability to navigate multiple systems while delivering accurate, empathetic support. Successful candidates are dependable, tech-savvy, customer-focused, and able to thrive in a structured, performance-driven call center environment.
Requirements
- High school diploma or GED required
- Minimum of 6 months customer service experience (call center experience preferred)
- Strong verbal and written communication skills, MUST be able to read, write, speak and understand English language fluently
- Basic to advanced computer proficiency and ability to navigate multiple systems required
- Ability to troubleshoot common technical issues
- Ability to pass background check and drug screening (no cost to candidate)
- Professional, dependable, and able to adhere to strict attendance and scheduling requirements
- Reliable, high-speed internet (hard-wired via Ethernet; Wi-Fi and satellite internet are not permitted)
- A private, dedicated workspace suitable for remote work
- Candidates will be required to demonstrate computer proficiency through an assessment and a live Microsoft Teams session.
- Open availability required Monday-Sunday
- Webcam usage is required during training and production. Associates may be asked to be on camera for coaching sessions or team meetings.
- Must reside in PA or NY
Responsibilities
- Reviewing and updating toll account information
- Processing tolls, violations, and related inquiries
- Resolving toll charge disputes
- Assisting with congestion pricing questions
- Guiding customers through application status checks and walkthroughs
- Managing a high volume of inbound inquiries in a timely and professional manner
- Working suspended customer accounts to bring them current while educating customers on best practices to maintain account standing
- Identifying different account types (e.g., residency-based, DMV-related) and ensuring proper routing or resolution
- Creating, documenting, and reviewing service requests accurately
- Collaborating with internal departments to ensure customer issues are fully resolved
- Delivering consistently high-quality customer service across all interactions
Benefits
- Paid training at the applicable hourly rate
- Benefits after 90 Day Probationary period is completed
Stand Out From the Crowd
Upload your resume and get instant feedback on how well it matches this job.
What This Job Offers
Job Type
Full-time
Career Level
Entry Level
Education Level
High school or GED
