Customer Service Representative

The Customer Service Representative (CSR) serves as an immediate point of contact for customers and provides timely review and update of accounts through multi-channel support options regarding all inquiries, account maintenance, EZ TAG fulfillment, and multifaceted resolutions. Must maintain Payment Card Industry (PCI) compliance as it relates to collecting and processing accurate payments. This position is required to meet/exceed specific performance metrics that directly impacts the customer experience which can have a direct impact in generated revenue. The CSR increases and maintains expert knowledge of Harris County Toll Road Authority (HCTRA) products and services and is expected to keep up-to-date with policy, procedural, and product updates. Duties & Responsibilities % of Time Spent (5% or Greater) Addresses customer inquiries and maintains customer accounts through multi-channel support options according to specific guidelines and procedures. Inquiries can involve tag fulfillment and multifaceted account resolutions. (60%) Maintains PCI compliance as it relates to collecting and processing accurate payments with credit card and/or banking information. (15%) Meets/exceeds daily qualitative and quantitative targets to maintain operational standards and strengthen customer satisfaction. (15%) Reconciles payments, toll tags, and prepares end-of-day reports as specified per section. (5%) Builds expert and dynamic knowledge of HCTRA products and services; keeps abreast of all procedural and product updates and implementing as directed. (5%) Knowledge, Skills and Abilities Ability to speak clearly, correctly and listen effectively. Knowledge of basic math. Good written and interpersonal skills. Strong customer service skills. Good analytical and organization skills. Working knowledge of personal computers and related software; Microsoft Office including word processing, spreadsheets, and databases. Must possess keyboarding skills of 30 wpm and 10-key touch. Ability to work in a team environment and be open to change. Multi-tasking capabilities; ability to think logically and time management organized, flexible, and goal-oriented. Ability to exercise tact and to handle customer interactions in a fast, courteous and efficient manner. Ability to establish and maintain effective working relationships with others. Must be able to maintain confidentiality.bfb3568a-762b-4989-884b-a9682aa104ca