Faneuil Commercial Fleet Non-Rev CUSTOMER SERVICE-H2 in Austin, Texas
Commercial Fleet Non-Rev CUSTOMER SERVICE-H2
Representative assists commercial businesses with establishing accounts, inquiries, and performs research to deliver excellent customer care and create sustainable value for customers via multi-communication channels for TxTag customers. The agent will handle written requests for information, billing and dispute explanations, and explain company policies and procedures.
Services TxDOT contact center inquiries by researching, processing and resolving customer questions regarding access, affordability and choices for TxTag according to business rules.
Uses computerized systems for tracking, information gathering and troubleshooting.
Utilizes resource materials, policies and procedures, handouts, databases and training opportunities to ensure accuracy and quality of all aspects of customer service interactions.
Adheres to chat, email, and fax auditing guidelines and principles and achieves operational expectations specific to response times, and other defined individual and departmental metrics.
Combines knowledge of product, good work ethic, effective time management skills, and human relations skills to meet performance standards and positively influence the TxDOT TxTag program image.
Documents and maintains systematic record of correspondence and customer interactions by entering notes in a clear, accurate and concise manner for effective interpretation by others who access as appropriate.
Develops and maintains positive customer relations and coordinates with others as prescribed to ensure customer requests and questions are handled appropriately and timely.
Adheres to all Company time, attendance and punctuality policies or applicable law covering the same. Records all accurate work hours in the Company’s designated time keeping system and adheres to overtime policy and procedures for requesting time off or change in schedule.
Maintains confidentiality, information security and ethical behavior when handling all Company and account information.
Attends and participates in required educational training sessions and team meetings as scheduled and assigned.
Other duties as assigned.
Minimum of 2 years customer service experience; Preferred at least 2 years call center and back office experience in the Tolling or similar industry
High school diploma or GED (Associate Degree or 2 Years of College preferred)
Ability to process information quickly and accurately
Ability to respond to inquiries electronically
Ability to work under time constraints
Ability to understand and apply new concepts
Ability to analyze information and evaluate results
Ability to effectively deal with complex customers
Ability to create positive customer relationships by defusing angry and upset customers
Demonstrates a commitment to learning quickly and effectively applying knowledge as well as supporting/creating a productive, positive work environment
Attention to detail-documentation and follow-up
Final candidates for this position will need to successfully complete background investigation, which may include a criminal and credit check.
Bilingual a plus