Research Support Specialist

Verra Mobility • Mesa, AZ

10h

About The Position

Position Overview: The Research Support Specialist is responsible for researching and completing tolling and violation customer service disputes for rental agency customers and assisting with client expedited requests. This position also interacts with internal departments, Tolling Authorities, Issuing Authorities and Collections Agencies to bring resolution to renter disputes. A successful candidate must be a self-starter, have a high degree of critical thinking, good judgment, and the ability to work collaboratively with individuals/teams in a result-oriented environment with changing priorities.

Requirements

• High School diploma
• Previous experience in an administrative, research, customer service or transaction processing position 2+ years.
• Excellent reading and comprehensive skills
• Interpersonal written communication skills to accurately document activity in multiple systems and in proper business writing
• Intermediate skills with Microsoft Products (including Outlook, Excel, etc.)
• The ability to analyze data to resolve complex issues.
• Demonstrates high sense of urgency and personal initiative related to customer service and problem resolution.
• The ability to multi-task and thrive under pressure in a team environment.
• Executes all duties with follow-through and professionalism, demonstrating a high level of business ethics.

Responsibilities

• Research complex customer service cases, process billing adjustments, and communicate resolutions to customers and/or clients for tolls and violations.
• Review, respond and/or resolve multi-channel written inquiries from vehicle renters and other associated agencies and businesses.
• Prioritizing daily workload based on importance of assigned tasks.
• Track and communicate abnormal service inquiry trends to leadership.
• Create clear complete documentation and notes for all inquiries
• Assist with customer service calls when needed for service level objectives.
• Assist with other tasks necessary.

What This Job Offers

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