POSITION SUMMARY:Under general supervision, perform advanced customer service support functions; maintain and update customer accounts; respond to complex or escalated customer inquiries by telephone, email, in writing, and in person; assist with quality assurance and process improvement activities; support training and mentoring of Customer Service Representatives; participate in special projects; and perform other work as required.
ESSENTIAL DUTIES AND RESPONSIBILITIES:The duties listed below are intended only as illustrations of the various types of work that may be performed. The omission of specific duties does not exclude them from the position if the work is similar, related, or a logical assignment to this class.
- Maintain, update, and resolve complex customer accounts, including opening and closing accounts, applying payments, researching discrepancies, and resolving escalated account issues.
- Assist customers and patrons by telephone, email, in writing, and in person; respond to complex inquiries and complaints requiring interpretation of policies, procedures, or California Vehicle Code; exercise independent judgment within established guidelines and provide recommendations to leadership.
- Serve as a point of escalation for Customer Service Representatives by resolving difficult customer problems that cannot be addressed at the frontline level.
- Review and research vehicles, license plates, toll transactions, and violations; process adjustments, charge backs, and corrections to customer accounts in accordance with established procedures.
- Reconcile daily work to ensure credit card charges, checks, cash, and electronic transactions match system records; identify and resolve discrepancies.
- Issue, receive, and track transponders; maintain and verify transponder inventory; install external transponders.
- Assist with quality assurance activities, including reviewing account work, monitoring trends in customer issues, and identifying training or process improvement opportunities.
- Participate in special projects, system testing, or process improvement initiatives; assist in identifying procedural inefficiencies and recommending improvements.
- Provide system and procedural support to customer service staff; document recurring issues and assist with communication of updates or changes.
- Maintain accurate records, documentation, and logs related to customer service activities; prepare summaries or reports as requested.
MINIMUM QUALIFICATIONS
Experience and Education Required:- Required – High School or G.E.D. equivalent and two plus years of customer service experience.
- Preferred –Experience with tolling operations and escalation handling, preferably involving direct personal contact. Lead/supervisor preferred but not required. Bilingual (Spanish) is a plus. Also, intermediate proficiency with MS Excel is a benefit.
Knowledge of:
Customer service practices and procedures; billing and crediting procedures; basic office procedures and filing techniques; data entry and verification techniques; customer service methods and communication techniques; complaint resolution methods and techniques; records management practices; business correspondence methods; English usage, grammar, spelling, and punctuation; research methods and techniques; understanding of California Vehicle Code.
Ability to:
Operate telecommunications console and standard office equipment such as calculators, copiers, and e-fax equipment. Operate a personal computer with proficiency in Microsoft applications including Word, Excel, PowerPoint, and other relevant software programs. Understand and follow specifications and instructions. Communicate effectively with customers, staff, vendors, contractors, and the general public. Scan, verify, copy, fax, and distribute documents and messages. Schedule, organize, and complete work in accordance with deadlines. Enter, balance, and reconcile accounting entries. Complete daily work records. Complete daily customer service work and accounting records. Establish and maintain filing systems. Compose, type, proofread, and edit documents. Apply and follow department practices and procedures
MENTAL AND PHYSICAL DEMANDS:
The physical and mental demands described here are representative of those that must be met by employees to successfully perform the essential functions of this class. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
Mental Demands:
While performing the duties of this class, employees are regularly required to use written and oral communication skills; read and interpret data, information and documents; analyze and solve problems; observe and interpret situations; learn and apply new information or skills; perform highly detailed work on multiple, concurrent tasks; work under intensive deadlines; and interact with staff, customers, the public and others encountered in the course of work.
Physical Demands:
While performing the duties of this class, employees are regularly required to sit; talk or hear, in person and by telephone; use hands to finger, handle, feel, or operate standard office equipment; reach with hands and arms. Employees are frequently required to walk and stand and to lift and move records and documents weighing up to 20 pounds.
Specific vision abilities required by this job include close vision and the ability to adjust focus.
WORK ENVIRONMENT:
The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this class. Reasonable accommodation may be made to enable individuals with disabilities to perform the essential functions.
Employees work under typical office conditions, and the noise level is usually quiet.
Position is on site.
