Toll Management Specialist

Wheels, Inc.•Schaumburg, IL

13d•$32,200 - $45,000•Hybrid

About The Position

The Toll Specialist supports the Toll Management product by monitoring vehicle enrollment, handling violation disputes, and resolving customer service issues. This position has no managerial responsibilities.

Requirements

Self-starter and perform responsibilities without reminders.
Able to work individually and as part of a team.
Able to work on site or remote as required.
Experienced with, has the ability to quickly learn Sales Force
Experienced in MS Office tools.
Intermediate knowledge MS Excel
Knowledgeable of virtual meeting and communication tools.
Able to learn and perform new processes
Communicate verbally and written in a professional manner.
Strong customer service, problem solving skills.
High attention to detail and process oriented, handle multiple tasks simultaneously.
Ability to work in a fast paced, high-volume environment.
High School diploma or GED
One year office or customer service experience

Responsibilities

Monitor the toll enrollment and error reports and take action to resolve those errors.
Proactively investigate Toll program enrollment errors and causes for delayed or failed enrollments.
Work with the Service provider, Wheels IT, Account Executive, Compliance Services, Integration Services, and the client to resolve errors which impede vehicle enrollment onto the program.
Work with Compliance services to resolve any missing or incorrect license plate data or contact address errors.
Escalate issues or complex errors as needed to the department Senior Toll Specialist.
Investigate and respond to Sales Force and direct requests from clients, drivers & coworkers regarding the Toll Management product, process, transponder requests.
Monitor and action open requests and Sales Force cases to timely completion.
Resolve all requests within the established ECD and provide requester with a status if the original ECD will not be met.
Work with Sr. Toll Specialist and coworkers to process monthly product billing for all toll products to ensure timely payment and error review and resolution.
Work with team to enroll and unenroll vehicles onto the Wheels Toll program.
Monitor toll violation volume to identify trends with vehicle enrollment or jurisdictional changes that may impact our vehicles on the program.
Review Toll Research Violations and evaluate whether it should be disputed and submit those that qualify for dispute to Verra Mobility.
Return any that do not qualify to the Violations team with information as needed to communicate the reason for the denied request.
Process Toll violations as needed to support client and department goals.
Collaborate with other departments as necessary to support the product or improve operational procedures.
Follow-up on unfinished work to completion
Assist department and company in meeting and exceeding client expectations.
Assist with creation of SOPs to document existing processes
Work on-Site and may be required to work remote as needed.
Other duties as assigned.