Leeway Customer Service Specialist

Description

This role involves assisting Lee County Pay-by-Plate customers by addressing inquiries, resolving disputes, lifting registration holds, and processing payments. Additionally, the candidate will support LeeWay transponder customers with discount programs, account options, and toll interoperability. The position demands effective communication in a dynamic customer service setting, interacting with customers in person, over the phone, via email, and in the transponder test lane. The LeeWay Service Center is a call center environment, the primary assignment for customer contact is by phone.

Duties and Responsibilities

• Manage a heavy volume of inbound calls in a call center environment in a timely manner using a multi-line telephone system.

• Engage in public contact work, explaining various Leeway discount programs, account options, and toll enforcement policies.

• Access and update Leeway transponder and account information, and process applications and renewal forms.

• Handle Pay-By-Plate transaction payments, including data entry, payment processing, and resolving customer inquiries and complaints.

• Maintain a high degree of accuracy while providing prompt and courteous customer service.

• Demonstrate independent decision-making and provide information via telephone, in person, by email, and regular mail in a calm and professional manner.

• Identify customer needs, research issues, resolve complaints, and provide solutions

Education, Experience, Licensing

Minimum Qualifications

• Requires any combination of education and experience equivalent to High School graduation or GED equivalent and one year of experience in a fast-paced customer service, call center environment, or in any related high-volume or high-stress customer service roles, or closely related.

• Possession of a valid driver's license and an acceptable driving record is required.

Preferred Qualifications

• Experience in bookkeeping, accounting, or cash handling.

• Proficient with a multi-line telephone system.

• Background in a Call Center Environment.

• Quick learner with excellent communication and interpersonal skills.

Supplemental Information

• Multitasking: Ability to handle multiple tasks in a high-volume customer service environment, often within a single transaction.

• Customer Service: Quickly build rapport to enhance the customer experience.

• Technical Skills: Proficiency in basic computer operations, calculator use, and office duties such as filing, data entry, faxing, scanning, and copying.

• Software Knowledge: Familiarity with current Windows-based operating systems, Microsoft Word, and Excel.

• Learning Ability: Quick to learn the County's email system, Leeway's Advanced Revenue Collection system (ARC), Pay-By-Plate Enforcement System (VES), and Toll Facility Host reports.

• Communication: Strong verbal and written communication skills, including proofreading and customer service abilities.

• Analytical Skills: Capable of analyzing, interpreting, and applying policies and procedures when interacting with customers.

• Discretion: Exercise considerable discretion due to the sensitive and confidential nature of the information processed.

• Physical Requirements: Ability to lift and move up to 25 pounds.

• Work Schedule: Full-time (40 hours per week), Monday

• Friday, 8:00 a.m.

• 4:30 p.m. Weekend hours required during Leeway's October renewal season and as needed throughout the year based on workload.

Benefits Include:

• Healthcare Coverage: Medical, dental, and vision insurance

• Disability Insurance: Both short-term and long-term options

• Life Insurance: Including Accidental Death & Dismemberment (AD&D)

• Financial Planning: Flexible Spending Accounts for both medical and dependent care

• Support Programs: Access to our Employee Assistance Program

• Paid Time Off: Enjoy 11 paid holidays, along with generous vacation and sick leave

• Recognition and Appreciation: Through our employee appreciation and peer recognition programs

• Professional Development: Take advantage of numerous employee development opportunities