Customer Service Specialist II - Call Center & Front Counter IRVING

Job description

The North Texas Tollway Authority has been connecting North Texans for 25 years, serving one of the fastest growing metro areas in the US. We serve more than 14 million drivers through safe, well-maintained roads, which has brought significant and continued economic growth and development. We were the first tolling agency in the US to use electronic tolling technology with the TollTag. We were also among the first to convert an entire network of roads to cashless tolling (2010). NTTA is dedicated to continuing its legacy as a leader in tolling.

Summary:

The purpose of this position is to interact with customers to provide and process information in response to inquiries, concerns, and requests about their accounts. Duties include handling customers interactions and responding to customers’ inquiries. The position will also participate in meetings with the customer service team to maintain expert knowledge about NTTA products or services and discover new communication tactics to best assist customers. Other duties include completing related projects as assigned.

Call Center

Taking inbound calls from customers to assist with account related questions or inquires. Call volume can range from back-to-back calls through the entire shift to periods of time where there are gaps in between each call. Some aspects of the job may also require outbound calls to be made.

Front Counter

Taking care of face-to-face interactions with customers with account related questions or inquiries. Walk-in volume can range from back-to-back customers through the entire shift to periods of time where there are gaps in between each customer. Site locations can include, but not limited to, Plano/Mesquite/Fort Worth/Irving/Grand Prairie/South Dallas (DPS). Adaptability and flexibility are needed as assigned location may vary depending on coverage needs. Rotating schedule may also be required.

Responsibilities:

• Work as a floater between the Call Center and Front Counter for Fort Worth location as per business needs.
• Sets up new accounts, taking and providing information, making account changes, and processing requests by answering the phone and/or working at one of the front counter locations.
• Processes correspondence by receiving and responding to emails and other requests for information.
• Processes payments by verifying information for accuracy, reviewing images, processing payments for overnight payments, and researches and resolves credit card disputes.

Qualifications:

Minimum:

· High School Diploma

· 1-3 years’ experience

· Fluency in English

· Must be able to type 30 WPM

** Fluency in Spanish is a plus!

About NTTA: NTTA is a political subdivision of Texas created to acquire, construct, maintain and operate toll roads in North Texas. As a customer-driven organization, NTTA delivers a safe and reliable toll system for millions of customers each year in one of the fastest growing regions in the United States. NTTA is a vibrant organization with a highly qualified, energized and engaged team focused on achieving Excellence and we are looking for talented individuals to join us.

Our Mission: We are committed to providing a safe and reliable toll road system, increase value and mobility options for our customers, operate the Authority in a businesslike manner, protect our bondholders, and partner to meet our region's growing need for transportation infrastructure.

Job Type: Full-time

Salary: $17.00 per hour

Expected hours: 40 per week

Benefits:

• 401(k)
• 401(k) matching
• Dental insurance
• Health insurance
• Paid time off
• Vision insurance

Experience level:

• 2 years

Shift:

• 8 hour shift

Weekly day range:

• Every weekend
• Monday to Friday

Work setting:

• In-person

Work Location: In person- 5555 President George Bush Turnpike, Irving TX 75038