Contact Center Agent

Job Description

Job Description

STATEMENT OF PURPOSE : Contact Center Agents will be responsible for providing high quality customer service assistance when 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 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; 
• Effectively respond to inbound calls and customer call backs promptly, politely and professionally;
• Research available resources to accurately answer questions and offer options, as requested, to provide customer focused service and a positive impression of the organization; 
• Open and close I-PASS accounts in accordance with training guidelines;
• All payments and adjustments must be posted to customers’ accounts in accordance with PCI compliance;
• Meet established call performance metrics (KPIs) on a weekly and monthly basis; 
• 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 contact center experience preferred;
• 1 to 2 years customer service experience required;
• Bilingual English/Spanish required;
• 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.

ADDITIONAL INFORMATION:

• Team Members must have a smart phone to download and use an authentication application to gain access to the client data platform;
• Team members must be aware and prepared that training will consist of 4 weeks of in-house training;
• Team members will be eligible to transition to a remote location within 60 to 90 days of their starting date once the team member has proven the ability to work independently and successfully meet the required goals and key performance indicators;
• All full-time team members will be scheduled for 38.5 hours per week.

Employee Benefits

• 10 days paid vacation
• 12 paid holidays
• 6 sick days accrued over the year
• Employee recognition events
• Company matched 401(k) plan
• Reasonably priced delicious food options on site (except at Glenview location)

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 for People Who Are Blind or Visually Impaired maintains a strong policy of accommodation and a consistent practice of employing qualified individuals with disabilities. All applicants will be afforded equal employment opportunity without discrimination because of race, color, religion, sex, marital status, national origin or ancestry, citizenship status, age, physical or mental disability unrelated to ability, sexual orientation, military status, order of protection status or unfavorable discharge from military service.