Contact Center Agent Job Details Job Location Chicago, IL Remote Type Optional Work from Home Position Type Full Time Education Level High School/GED Salary Range $18.00 - $18.50 Hourly Travel Percentage None Job Shift Day Job Category Customer Service Job Description STATEMENT OF PURPOSE: Contact Center Agent will be responsible for providing high quality customer service assistancewhen responding to inquiries pertaining to I-PASS electronic tolling accounts, violations notices, billing issues, technical issues or general map questions. Contact Center Agents will be responsible for assuring speedy resolution of inquiries utilizing all available resources. KEY RESPONSIBILITIES INCLUDE, BUT ARE NOT LIMITED TO : Adhere to the Privacy Act as it relates to the confidentiality of information released; Must maintain up-to-date knowledge of the Illinois Tollway regulations and policies; Update customer accounts with accuracy and maintain appropriate documentation of phone inquiries Utilize a Tollway application that immediately processes credit card payments to accounts while speaking with the customer; Make recommendations according to customers needs. Ability to empathize with and prioritize customer needs; All payments and adjustments must be posted to customers accounts in accordance with procedures for each of the I-PASS and Violation Enforcement System databases; Gather data from customer and other resources as needed for problem-solving and communicate to customer; Open, split and close customer I-PASS accounts in accordance with training guidelines; Navigate between three (3) or more systems and tools to assist and service customers; Will be required to complete program training, as warranted, and successfully implement that knowledge in day-to-day operations. Any other duties as deemed necessary by supervisor.
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