Customer Service Specialist Ii - Front Counter - Ft. Worth

NTTA is an organization sanctioned by the State of Texas to develop and maintain high-quality roadways in North Texas. We are viewed as a cutting-edge leader in the toll industry nationwide, delivering transportation solutions to almost 3 million clients. As a customer-driven organization, our purpose is to enhance the quality of life for area residents. We serve a one of the fastest growing regions in the United States, and continue to grow with it to meet increasing transportation needs. NTTA is a vibrant organization with a highly qualified, energized, and engaged team. We are looking for individuals to join this team and help us maintain our place as a respected leader and partner in the region’s transportation network.

Schedule: Monday-Friday (8AM-6PM) - Must be flexible within the start times (8AM,8:30AM or 9AM)

Pay: Starts at $16.87 and can go up to $27.75/hr. based on direct experience + $500 Retention On Bonus

Job Description:

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, negotiating payment agreements, receiving and analyzing transactions, researching citations, interacting with courts and vendors, assisting with the interview selection process, monitoring attendance and schedules, providing assistance to team leads and to other locations.

Job 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.
• Ability to cope with job related stress including but not limited to deadlines, customer, supervisory and staff interactions, multi-tasking and high work volumes, and travel for training if required.

Job Requirements:

• Formal Education: Work requires knowledge necessary to understand basic operational, technical, or office processes. Level of knowledge equivalent to four years of high school or equivalency.
• Experience: Over one year up to and including three years.
• Supervision: Work requires functioning as a lead worker performing essentially the same work as those directed, and includes overseeing work quality, training, instructing, and scheduling work.
• Human Collaboration Skills: Work may require providing advice to others outside direct reporting relationships on specific problems or general policies. Contacts may require the consideration of different points of view to reach agreement. Elements of persuasion may be necessary to gain cooperation and acceptance of ideas.
• Freedom to Act: Receives Direction: The employee normally performs the duty assignment after receiving general instructions as to methods, procedures and desired end results. There is some opportunity for discretion when making selections among a few, easily identifiable choices. The assignment is usually reviewed upon completion.
• Technical Skills: Skilled: Work requires a comprehensive, practical knowledge of a technical field with use of analytical judgment and decision-making abilities appropriate to the work environment of the organization.
• Budget Responsibility: None.
• Reading: Intermediate - Ability to read papers, periodicals, journals, manuals, dictionaries, thesauruses, and encyclopedias. Ordinarily, such education is obtained in high school up to college. However, it may be obtained from experience and self-study.
• Math: Intermediate - Ability to deal with system of real numbers; practical application of fractions, percentages, ratios/proportions and measurement. Ordinarily, such education is obtained in high school up to college. However, it may be obtained from experience and self-study.
• Writing: Intermediate - Ability to write reports, prepare business letters, expositions, and summaries with proper format, punctuation, spelling, and grammar, using all parts of speech. Ordinarily, such education is obtained in high school up to college. However, it may be obtained from experience and self-study.
• Certification & Other Requirements: Fluency in English is required. Typing requirements – 30 wpm. Grammar and mathematical evaluation will be assessed with a minimum passing score – 70%.

Job Type: Full-time

Pay: $17.00 per hour

Expected hours: 40 per week

Benefits:

• 401(k)
• 401(k) matching
• Dental insurance
• Health insurance
• On-the-job training
• Paid time off
• Vision insurance

Experience level:

• 1 year

Shift:

• 8 hour shift
• Day shift
• No nights

Weekly day range:

• Monday to Friday
• Rotating weekends
• Weekends as needed

Work setting:

• In-person
• Office

Education:

• High school or equivalent (Required)

Experience:

• Customer service: 1 year (Preferred)

Language:

• Spanish (Required)

Work Location: In person