MDTA Customer & Revenue Agent Lead

Maryland Department of Transportation • Statewide, MD

1d • Onsite

About The Position

The Maryland Transportation Authority (MDTA) owns, operates, and maintains eight major toll facilities across Maryland. The MDTA Customer & Revenue Agent (CARA) Lead leads a team of agents focused on resolving customer issues and improving internal and external customer experiences for people who travel on MDTA roadways. The lead worker assigns tasks, solves problems, makes informed decisions, and manages unit workload to support customer satisfaction and productivity. The position also assists with supervising the day-to-day, face-to-face functions of the E-ZPass Customer Service Center and leads more complex E-ZPass and video toll programs.

The incumbent leads a unit of MDTA CARAs at levels I, II, and III, who may rotate between facilities. The position receives general supervision from the MDTA CARA Supervisor or another designated official. Employees may be assigned a rotating or permanent shift involving evening and weekend work. The role requires some lifting of moderately heavy items and may require reporting for duty day or night to maintain facility operations during emergencies. The current vacancy is in Montgomery County/Prince George's County, with a rotating schedule among the E-ZPass CSC/MVA locations in Upper Marlboro, Beltsville, and Gaithersburg, Maryland. The eligible list may be used to fill future vacancies at other MDTA facilities.

Requirements

• Graduation from a standard high school or possession of a high school equivalency certificate.
• Five years of clerical or accounting experience involving receipt, handling, and accounting for money and/or checks and credit cards in commercial or government activities, including customer service to the public.
• Possess a driver's license valid in the State of Maryland and provide the license number and expiration date on the application.
• Be willing and available to remain on or report for duty day or night to maintain continuous operation of a facility.
• Agree to policies and procedures relating to Essential Employee status.
• Be legally authorized to work in the United States.

Nice To Haves

• Bilingual applicants are encouraged to apply.

Responsibilities

• Lead a team of MDTA Customer & Revenue Agents focused on resolving customer issues and improving customer experiences.
• Assign tasks, solve problems, make informed decisions, and manage unit workload to support customer satisfaction and productivity.
• Assist with supervising the face-to-face, day-to-day functions of the E-ZPass Customer Service Center.
• Lead complex E-ZPass and video toll programs.
• Lead a unit of MDTA CARAs (I, II, and III), who may rotate between facilities.
• Remain on or report for duty day or night as needed to maintain continuous facility operation.

Benefits

• A minimum of 11 paid holidays.
• A minimum of 27 days of annual leave, including personal, vacation, and sick leave; may be prorated based on start date.
• Access to the State Pension System.
• Deferred compensation plans.
• Health, dental, and vision plans.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: High school or GED