Customer Care Sr Specialist- Front Counter Plano

NORTH TEXAS TOLLWAY AUTHORITY

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 technology and transportation.

Summary

The primary purpose of this position is to provide leadership and support to customer service specialists and to assist with customer escalations. This includes providing service to customers and extended business partners, and assisting customer service specialists with overrides, escalations, research, and general information. Other duties can include reconciling payment issues, receiving and analyzing transactions, researching citations, interacting with courts and vendors, monitoring attendance and schedules, providing assistance to CSC Supervisors, other members of leadership, and to other locations. Additional projects may occur, as assigned.

Responsibilities

• Researches and resolves issues by responding to escalated inquiries, researching information, providing information to service representatives, following up on calls for service, interacting with customers on the phone, via email, webchat and in person, and working with outside agencies and managers to resolve issues.
• Provides general clerical support by assisting patrons or customers; providing general or specific information; processing requests for services, researching information, compiling information, maintaining general office records, processing the mail, and assisting with other services including cash handling.
• Processes requests by updating accounts, handling requests for new service or toll tags, supporting online access, reporting computer issues to the help desk, posting transactions, monitoring, and updating corporate accounts, researching violations, and resolving email / chat requests.
• Processes payments by verifying information for accuracy, reviewing images, processing payments for overnight payments, and researches and resolves credit card disputes.
  
  

Qualifications

M inimum:

• High School diploma or equivalent
• 1-3 years’ experience
• Fluency in English
• Must be able to type 30 WPM
  
  

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.