Tolling Operations Specialist

State of Indiana•Jeffersonville, IN

2d•Onsite

About The Position

The Tolling Operations Specialist provides clerical and administrative support to the Tolling Operations Director in customer service, toll collection analytics, data collection and reporting, and general administrative activities. The role supports project initiatives and helps ensure the Toll Collection System is functioning properly. It is based at INDOT’s Central Office in Indianapolis. The position handles public inquiries, supports special customer programs, prepares performance and status reports, maintains filing systems, coordinates meetings, reviews documents, and works with clients and project stakeholders on invoicing, contract issues, and other project information. The specialist collaborates with internal agency partners, vendors, technicians, and managerial staff. The job profile also includes broader program functions such as monitoring objectives and KPIs, interpreting policies and regulations, recommending corrective actions, coordinating communications, and ensuring work meets quality standards and deadlines. The role may serve as a team lead for an assigned work group. It is exempt from overtime compensation; additional hours may be required to complete essential functions or other assigned work. Employees must report at least 75 hours per pay period of work and/or paid leave to receive their base biweekly salary.

Requirements

Bachelor’s degree in a related field, or five years of administrative/clerical experience, or two years of college plus three years of related experience.
Excellent written and verbal communication skills.
Organizational skills, attention to detail, and ability to take direction.
Ability to manage time effectively, prioritize activities, and handle multiple tasks.
Ability to collaborate with internal and external vendors.
Proficiency in Microsoft Word, Outlook, Excel, and PowerPoint.
Fluency in English.
Specialized knowledge of program subject matter obtained through education and/or experience.
Knowledge of provider agencies and their programs and services.
Knowledge of source materials and references, including federal and state laws governing programs.
Ability to develop and implement principles and policies and recognize their broader implications.
Ability to present to internal and external customers, the public, government officials, and other stakeholders.
Ability to analyze information and evaluate results to select solutions and solve problems.
Ability to work effectively with a wide variety of stakeholders.
Ability to prepare monthly finance and accounting reports for program budgets and grants.
Ability to delegate work, set clear direction, and manage workflow.
Ability to give feedback and guidance, provide corrective action, and coach and develop employee skills.
Ability to perform essential functions with or without reasonable accommodation.

Nice To Haves

Knowledge of the tolling industry is preferred but not required.
At least nine or more years of experience applying the outlined knowledge, skills, and abilities in a similar role may be considered in lieu of a degree.

Responsibilities

Handle public inquiries received in person, by phone, or by email.
Become familiar with the Toll Collection System and reporting tool and distribute appropriate reports.
Support special customer programs by answering inquiries, compiling data, and preparing status reports.
Prepare daily, weekly, and monthly reports about toll collection performance.
Build, develop, and maintain working relationships with project stakeholders.
Maintain electronic and hard-copy filing systems.
Assist with coordinating and scheduling meetings.
Review documents.
Engage with clients regarding invoicing, contract issues, and relevant project information.
Complete related projects and other duties as assigned.
Gather information from stakeholder meetings and produce useful reports.
Work with clients, vendors, technicians, and managerial staff.
Establish and monitor program objectives, KPIs, and actions to achieve them.
Direct, plan, or implement program policies, objectives, or activities to maintain operations or increase productivity.
Interpret and explain policies, rules, regulations, or laws to organizations, officials, or individuals.
Recommend and implement corrective action plans to solve program problems.
Prepare reports for approval, including reports related to funding or service implementation.
Direct or coordinate financial and budget activities to fund operations, maximize investments, or increase efficiency.
Ensure program requirements comply with federal and state policies and grant requirements.
Develop and train employees or agency consultants on program requirements and usage.
Coordinate and deliver communication plans and communications.
Serve on boards of directors, management committees, or other governing boards.
Recruit, select, onboard, and train employees; set expectations, measure progress, give feedback, and evaluate performance.
Ensure work meets quality standards, deadlines, and proper procedures.

Benefits

Three medical plan options, including prescription coverage, plus vision and dental plans.
Wellness Rewards Program with gift card rewards for completing wellness activities.
Health savings account with biweekly state contributions.
Deferred compensation 457(b) account with employer match.
Two fully funded pension plan options.
Leave policies including 150 hours of paid New Parent Leave for eligible employees, up to eight weeks of paid Childbirth Recovery Leave for eligible mothers, up to 15 hours of paid community service leave, and a combined 180 hours of paid vacation, personal, and sick leave.
12 paid holidays, or 14 in election years.
Education Reimbursement Program.
Group life insurance.
Referral Bonus program.
Employee assistance program with covered behavioral health visits.
Eligibility as a qualified employer for the Public Service Loan Forgiveness Program.
Free parking for most positions.
Free LinkedIn Learning access.
Competitive compensation and work-life balance.