Visitor Toll Pass Customer Service Agent

AllianceOne•Orlando, FL

5d•Hybrid

About The Position

AllianceOne, a subsidiary of Teleperformance, is seeking 3 Visitor Toll Pass Customer Service Agents to join their team. This role involves assisting in the daily oversight of the VTP project, meeting performance goals, and handling customer interactions related to the Visitor Toll Pass system. The position requires a valid driver's license and frequent travel between CFX headquarters and the Orlando downtown office. The role also involves answering calls, responding to emails, creating case management actions, resolving disputes, and managing transponder inventory. Daily duties include responding to customer inquiries, ensuring accurate payment processing and account maintenance, and adhering to toll system procedures. Travel to Orlando International Airport is required for tasks such as transponder collection and stocking vending machines. The role also offers the ability to work from home, maintaining a full workday free of distractions and capable of computer assignments and professional phone interactions.

Requirements

Minimum high school degree (or equivalent).
One year of experience of demonstrated call center and/or customer support experience, preferably with experience in handling customer emails.
Valid State of Florida driver’s license.
Strong analytical and problem-solving skills with the ability to review and analyze data and communicate solutions.
Proven oral & written communication skills.
Knowledge of principles of excellent customer service and the ability to apply to business practices and operations.
Skill in exercising accuracy and thoroughness and monitoring one’s own work to ensure quality.
Skill in time management, including prioritizing, organizing, and coordinating multiple work areas and assignments under fast paced and changing conditions to meet deadlines.
Ability to communicate directives clearly and effectively, verbally and in writing.
Ability to identify and recommend staff developmental and training needs.
Ability to motivate others in pursuit of Company goals.
Skill in communicating to persons representing varied educational levels and cultural backgrounds.
Skill at exercising tact and diplomacy in dealing with sensitive, complex, and confidential issues and situations.

Nice To Haves

Bilingual in Spanish/English preferred, but not required.

Responsibilities

Oversee daily activities of the VTP project and meet/exceed performance measures.
Answer VTP phone calls and respond to VTP emails.
Create case management actions and resolve VTP disputes & adjustments.
Report daily work duties of the project, including transponder management.
Respond to customer inquiries, ensure accuracy of payment processing and account maintenance.
Adhere to and comply with toll system procedures.
Travel from CFX headquarters to Orlando International Airport to conduct job duties such as transponder collection and stocking vending machines.
Anticipate and understand customer needs, determine the appropriate course of action to meet those needs by initiating or completing the transaction.
Exercise independent thinking in meeting customer expectations.
Diagnose and provide a path to resolving various issues such as account balance payment information, disputes, account inquiries, payment negotiations and phone payments.
Perform required duties associated with customer service, including account maintenance, case management, transponder management (returned units, distribution and restocking), payment processing, and responding to customer inquiries by email and phone.
Follow and maintain compliance, quality assurance & client-specific standards on all accounts handled.
Identify problems with office equipment, systems and general toll issues and communicate or escalate these issues to the proper area for resolution.
Ensure daily personal performance measures are available and effectively utilize the information to assist the VTP manager to use workforce for continuous improvement.
Emphasize and enforce the importance of CSC key performance indicators (KPIs) while supporting business processes and decisions implemented by management.
Communicate effectively with other departments to foster a cohesive team environment and ensure these areas are aware of issues that may impact their area.
Build and maintain a strong working relationship with the client, contractors, vendors and other related parties as necessary.
Maintain a full workday (8 hours) free of distractions and able to conduct computer assignments & professional phone interactions while working from home.