Job description

James Emmett and Company has partnered with a local employer to support hiring people with disabilities. This position will be working in Manassas, VA to support the I-66 tolling operations. We look forward to talking with you more!

As a Customer Service Representative (CSR), you will be responsible for communicating and/or engaging with customers through the available channels of phone, email, chat, and in-person. CSRs will educate and inform customers about I-66 Express Mobility Partners LLC (66 Express Lanes) and answer questions that may arise. The goal of the CSR is to help customers resolve their issue(s) and make better-informed decisions about their notice and/or account.

Functions key to success:
Operational Activities:

• Handle basic customer interactions (includes incoming calls, email requests, chat, and in-person assistance via Storefront)
• Attempt to de-escalate situations by using customer accounts to research issues and provide accurate information in an efficient manner
• Setting correct and appropriate expectations
• Properly utilize the system to research and resolve customer questions and request
• Assist customers with payments via Missed-a-toll, anonymous, and unregistered accounts
• Assist customers with Notify me notifications and setting up scheduled payments
• Assist customers with account creation and account maintenance
• Notating interaction details on all accounts accessed to provide insight into the customer interaction and/or request
• Maintaining acceptable standards of quality through monitored calls
• Meet and/or exceed departmental and team performance goals
• All other duties as determined to fulfill the role.

Reporting:

• Report issues observed with the system and customer accounts to management immediately
• Report roadside issues communicated by customers to management immediately
• Report observed physical or facility-related safety issues to management immediately

What you bring to the table:
You have worked hard to achieve success in your educational career, now put it to use. If you have a high school diploma or equivalent (required), you are halfway there with the needed abilities for this position. Additionally, if you have previous call center or customer service experience (preferred), you can check off another box.

With success comes a high level of professionalism. We already know you possess the following qualities, but we just wanted to remind you of what is important to I-66:

• Strong Communication, both written and verbal
• Great active listening skills
• Exceptional rapport building skills
• Patient/Empathetic Attitude
• Ability to adapt to change and Flexibility to move from one task to another without getting easily frustrated
• Comfortable working in a fast-paced environment
• Moderate to advance troubleshooting skills

Finally, in a technology-driven world, it is important to know your way around a computer. For this role, it will be important to know the basics of the following:

• Must be able to demonstrate basic computer proficiency, especially in Microsoft Excel, Word, PowerPoint, and other PC based programs

Our working environment:
I-66 wants to ensure that all employees are comfortable and able to work in the type of culture and environment we have built our business on. Our culture relies on in-person collaboration and teamwork to leverage the full potential of our multidisciplinary teams, therefore the position is 100% office based.

The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

• The noise level in the work environment is usually quiet
• Specific vision abilities required by this job include the ability to adjust focus, as necessary to use a computer
• While performing the duties of this job, the employee is regularly required to talk or hear.
• The employee is frequently required to stand, walk, and sit

This is a full time position

Job Type: Full-time

Pay: From $17.00 per hour

Schedule:

• 8 hour shift

Ability to commute/relocate:

• Manassas, VA 20109: Reliably commute or planning to relocate before starting work (Preferred)

Work Location: One location

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