Operations Support Specialist

JOB PROFILE: Operations Support Specialist JOB LOCATION: Broomfield, CO (On-Site) (Possibility for occasional Hybrid after training) JOB DESCRIPTION: The Operations Support Specialist provides administrative, operational, and customer service support for the Customer Service, Back Office, and Operations teams. This role assists with reporting, chargeback processing, customer correspondence, account research, complaint resolution, and special projects while serving as a key resource to support daily operations.

JOB RESPONSIBILITIES:

Include the following. Other duties may be assigned. The order of the duties listed does not represent the importance and/or percentage of time dedicated to each duty. Provide daily support to Customer Service Representatives (CSRs) and serve as a resource for operational questions and processes Respond to customer inquiries and correspondence via email, phone, and written communication in a professional and timely manner. Provide phone coverage and assist with customer service escalations as needed.\ Research and respond to customer complaints, including Better Business Bureau (BBB) inquiries and other escalated concerns. Review, investigate, and process chargebacks in accordance with established procedures. Conduct account research and violation investigations to assist customers, violators, and internal departments in resolving complex account issues. Generate reports, analyze operational data, and assist management with monthly metrics, KPI tracking, and performance reporting. Assist with purchase order (PO) preparation, tracking, and administrative documentation. Support the Operations Manager, Customer Service Supervisor, and Back Office Supervisor with daily operational activities and special projects. Develop, update, and maintain Standard Operating Procedures (SOPs), process documentation, and departmental reference materials. Assist with new hire onboarding, training activities, call quality evaluations, and ongoing employee development initiatives. Perform detailed account research and prepare professional correspondence related to customer inquiries, disputes, and account resolutions. Recommend process improvements and assist in implementing procedures that support departmental goals, service standards, and operational efficiency. Handle confidential information with discretion and professionalism. Assist in monitoring departmental processes, procedures, and compliance requirements. Collaborate with team members across departments to ensure exceptional customer service and efficient business operations. Perform other duties and special projects as assigned

QUALIFICATIONS:

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodation may be made to enable individuals with disabilities to perform the essential functions.

• Ability to work well with other employees as a team
• Ability to deal with difficult or demanding customers on a routine basis
• Excellent phone etiquette
• Excellent written and verbal communication skills

Proficiency with Microsoft Office, including Excel, Word, and Outlook. · Excellent attendance and punctuality Ability to manage multiple priorities, meet deadlines, and work independently with minimal supervision

• Enjoy providing prompt and timely service to our clients
• Be extremely detail-orientated, efficient and possess superior written and verbal communication
• Must possess strong interpersonal skills
• Have compassion and empathy for customer situations
• Have excellent customer service skills with the ability to build and maintain customer relationships
• Be energetic, self-motivated and quick-thinking
• Ability to work in team environment or independently while being flexible and open to learning new experiences in a fast-paced changing environment
• Ability to read and comprehend normal instructions, correspondence and memos
• Must be able to organize and write correspondence and memos in a logical/methodical manner
• Ability to effectively present information in one-on-one situations to customers, clients and other employees of the organization
• Ability to apply common sense understanding to carry out detailed written or oral instructions
• Ability to deal with problems involving a few concrete variables in standardized situations
• Excellent computer skills required, strong data entry skills, 10-key by touch and various Microsoft Office programs

EDUCATION & EXPERIENCE:

• Minimum three (3) years of experience in customer service, administrative support, operations support, or a related field.
• Bilingual in Spanish preferred

SUPERVISORY RESPONSIBILITIES

No Supervisory Responsibilities.

WORK ENVIRONMENT

The work environment characteristics described here represent those an employee encounters while performing the essential functions of this job. Reasonable accommodation may be made to enable individuals with disabilities to perform essential functions. While performing the duties of this job, the employee is regularly required to use hands and reach with hands and arms, hear, and talk. The employee will be working and navigating on a computer. The employee occasionally is required to stand, sit, stoop, kneel, crouch, and walk. The employee may occasionally be required to lift and/or move up to 20 pounds. The work environment is usually moderate to loud.

ABOUT VIAPLUS:

ViaPlus is a global mobility company in the Intelligent Transportation Systems (ITS) market, specializing in revenue and services management solutions for the transportation industry. Our customer operations, data analytics, and full-featured, single-account back-office technology facilitate the high-volume transactions required for seamless multimodal mobility. As a VINCI Highways subsidiary, we are committed to technical innovation and to promoting a positive mobility experience for all. We are pioneers in the transportation transaction and mobility industry, with a decade of proven global experience in providing solutions focused on the tolling and transit industries. ViaPlus is headquartered near Dallas, Texas, and maintains offices across the United States, France, India, and Ireland. We are part of the global network of VINCI Concessions, an international player in transport infrastructure with projects in 23 countries. Our vision has evolved to provide a fully automated, end-to-end transportation solution that significantly improves revenue collection and efficiency while effectively lowering costs for our agency clients. We serve enterprises that require high-volume, real-time transaction processing with the highest levels of accuracy, especially where revenue reconciliation and customer account management are key deliverables to the customer experience. Our flagship back-office system (BOS) enables Mobility-as-a-Service (MaaS) with a “one account” feature that supports multimodal transportation solutions. In a rapidly changing environment, ViaPlus maintains a strong focus on technology and continuous R&D to improve agency efficiencies, reduce operating expenses, and maximize revenue – all while providing exceptional customer service. Learn more:

ABOUT VINCI HIGHWAYS

VINCI Highways, a VINCI Concessions subsidiary, is a leader in road concessions, operations and mobility services. We design, finance, build and operate highways, bridges, tunnels, urban roads and mobility services on a network of more than 3,360 km in 15 countries. VINCI Highways leverages its expertise to deliver the highest performance and safety standards and provide drivers with a positive experience. More information: @VINCIConcess