The Senior Toll Management Specialist is a key liaison between the customer and the Toll Management department, responsible for fielding status inquiries and escalated events as it related to enrollment and violations from branch managers and fleet coordinators.
ESSENTIAL DUTIES AND RESPONSIBILITIES
Research, interpret and maintain internal Toll Management Requests as presented in person, via Sales Force, email and phone calls.
Ensure ECDs are met to provide timely acknowledgement, responses & closure to requests from internal and external customers.
Work directly with end user customer to resolve requests and provide support.
Provide thoughtful options and solutions to manage customer requests. Handle escalated issues.
Consolidate concerns and communicate back to the Account team for process improvement and customer retention.
Possess and utilize a thorough knowledge of the Toll Management system & processes.
Work with Toll team members to monitor reporting and resolve issues with vehicles enrolling on the Toll Management product.
Monitor reporting and activity to ensure service requests & replacements are completed in a timely manner.
Work with provider to ensure they meet agreed to KPIs and to resolve customer needs.
Ability to analyze, track, and trend toll violations issues and provide detailed information to management.
Assist department supervisor to facilitate new customer on-boarding sessions with Integration Services to ask and answer violations questions.
Collaborate with the department supervisor and the training department to help identify skill gaps and assist with or recommend additional training needs for individuals within the internal teams
Provide process and product training to Toll and Violations team members as needed.
Support other Toll Management, Violations, and Title and Registration employees and management with unique requests and complex processing.
Provide leadership to team in the absence of management.
Process monthly toll product billing correctly, resolve errors and complete prior to client billing
Other duties as assigned
SKILLS/COMPETENCIES
Excellent attention to detail, efficient, and accurate
Good working experience with MS office products.
Intermediate level excel with MS Excel.
Good Written and oral communication skills
Experience with hosting and participating in virtual team meetings
Ability to work with a team and independently
Good problem-solving and analytical skills
Ability to handle multiple tasks
Strong organization skills
Responsive & Customer focused
Need to be available to complete overtime as needed based on projects and volume of work.
EDUCATION and/or EXPERIENCE
High school diploma or equivalent
Previous customer service experience required
Previous Toll & Violations experience preferred
PHYSICAL DEMANDS
May have extended periods of time on the phone. While performing the duties of this job, the employee is regularly required to talk and hear and use hands and fingers to operate a computer and telephone keyboard and walk to other departments.
WORK ENVIRONMENT
Team-oriented environment with regular noise from mail cart, mail deliveries, other phones, and people talking. While performing the duties of this job, the employee is regularly required to work simultaneously with multiple individuals on communications and problems-solving.
EEO Statement
Wheels is a Drug-Free Workplace. All employment is contingent on successful completion of drug and background screening.
Wheels is an equal opportunity affirmative action employer and administers all personnel practices without regard to race, color, religion, sex, age, national origin, sexual orientation, gender identity or expression, marital status or domestic partnership status, disability, protected veteran status or military status, genetic information, or any other category protected under applicable law. Wheels is committed to taking affirmative steps to promote the employment and advancement of minorities, women, persons with disabilities and protected veterans.
