Customer Service Clerk

About us:

In 2016, the Commonwealth of Virginia selected a Cintra-led consortium to finance, design, build, operate and maintain the express lanes on Interstate 66 Outside the Beltway. The project will transform this critical Northern Virginia artery to relieve congestion, improve safety and provide more predictable travel times. The project corridor extends approximately 22 miles along Interstate 66 from the Capital Beltway (I-495) to Gainesville (US Route 29). Once completed, the project will include three toll-free general-purpose lanes in each direction and two express lanes in each direction with a state-of-the-art open-road electronic toll collection system. Expanded transit service, park-and-ride lots and interchange enhancements will further improve travel along I-66. The project will also connect several shared use paths to create more multimodal options. As an innovative and efficient public-private partnership, this project will be completed at a $2.5 billion net savings for the Commonwealth of Virginia.

What makes us different? Our people come first. We want every single employee to develop both professionally and personally. With a strong focus on growth potential, we look to our internal employees as potential candidates for both national and international opportunities. We aim to achieve greatness by promoting from within every chance we get. We work hard and play hard and strive every day for success and achievement. With a diverse group of professionals working in a fast-paced environment, we achieve milestones constantly. And if that weren't enough, we also offer our employees highly competitive insurance benefits, Paid Time Off, and a matching 401(k) program.

Job Description:

Summary: The customer service clerk will be tasked with multiple responsibilities including but not limited to handling in-person customer interactions, processing payments, lockbox reconciliation, case management, dispute resolution, receiving deliveries and packages, and inter-office communication regarding expected guests and visitors.

Essential Duties and Responsibilities:

1. Operational Activities:

a.) Greeting guests and visitors visiting 66 Express Outside the Beltway

b.) Ensures the desk and reception area are neat, welcoming, and have all necessary items needed for day-to-day operations

c.) Handles customer with integrity and poise

d.) Utilize the Customer Relationship Management tool (CBO) to actively manage customer contacts, violation notices, and associated license plates.

e.) Utilize the Power BI application to research and understand the transaction and trip data received from the roadside to validate why vehicles receive their toll amount either by E-ZPass or by notice violation.

f.) Process payments to the corresponding notice, license plate, and/or contact

g.) Offer advice, resources, and education on 66 Express Outside the Beltway where applicable

h.) Research and resolve customer disputes by using established procedures and guidelines

i.) Provide proper expectations with customers on what information is needed to properly resolve their dispute

j.) Process payments that are attached to mailed disputes after a decision on the dispute has been made.

k.) Track and close cases as information is provided and/or the period to resolve the case has ended

l.) Send toll corrections for adjustments that need to be made based on findings from customer disputes.

m.) Perform additional tasks as needed

2. Reporting:

a.) Recommend additional training or procedures to address trends seen while handling customers and/or working in the reception area

b.) Report issues observed with the system and customer accounts to management immediately

Qualifications: (Knowledge Skills & Abilities):

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required to fulfill those duties. Reasonable accommodations may be made to enable individuals with disabilities to perform essential functions.

Education & Experience:

• High School Diploma or equivalent certification required
• Previous call center, customer service, and/or collections experience preferred, but not required.

Professional Qualities:

• Strong Communication skills, both written and verbal
• Great active listening skills
• Exceptional rapport-building skills
• Patient/Empathetic Attitude
• Ability to adapt to change and flexibility to move from one task to another
• Must be able to multitask, problem-solve, and implement innovative processes within a fast-paced environment
• Comfortable working in a fast-paced environment
• Moderate to advanced troubleshooting skills
• Bilingual (English & Spanish) is a plus

Computer Skills:

• Must be able to demonstrate basic computer proficiency, especially in Microsoft Excel, Word, PowerPoint, and other PC-based programs

Work Environment & Physical Demands:

The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform essential functions.

• The noise level in the work environment is usually quiet.
• Specific vision abilities required by this job include the ability to adjust focus, as necessary to use

Computer.

• While performing the duties of this job, the employee is regularly required to talk or hear.
• The employee is frequently required to stand, walk, and sit.

I-66 Express Mobility Partners is an equal opportunity employer and does not discriminate against any employee or applicant for employment based on race, color, religion, national origin, age, gender, sex, ancestry, citizenship status, mental or physical disability, genetic information, sexual orientation, veteran status, or military status.