Call Center Agent/Customer Service Representative (Customer …, Chicago

STATEMENT OF PURPOSE:



Call 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. Call 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 customer’s 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.

Qualifications

• High School diploma or equivalent required;

• Must be able to speak English clearly and professionally;



• 1 to 2 years call center experience preferred;



• 1 to 2 years customer service experience required;



* Bilingual English/Spanish a plus;



• Must be able to type a minimum of 25 words per minute with at least 90% accuracy;

• Must have intermediate computer skills and the ability to navigate through multiple data screens;

• Must have excellent communication skills and be able to multi-task;

• Must pass all assessments or test associated with position.



The Chicago Lighthouse for People Who Are Blind or Visually Impaired is an Equal Opportunity Employer in full compliance with local, state, and federal Civil Rights & Affirmative Action laws. The Chicago Lighthouse maintains a strong policy of accommodation and a consistent practice of employing qualified individuals with disabilities.