Customer Resolution Specialist

Summary:

The Customer Resolution Specialist provides a single point of contact resolution approach to provide exceptional customer support by ensuring inquiries and issues are resolved in a single interaction whenever possible. Duties include assisting customers with account-related concerns, providing effective solutions, processing payments, and handling toll tag fulfillment and inventory management. The position diagnoses issues quickly, offers accurate resolutions, and minimizes follow-ups which is key to enhancing customer satisfaction and creating a seamless service experience. The Customer Resolution Specialist (CRS) performs both front-line customer service and back-office support tasks, focusing on adaptability and goal achievement in a fast-paced environment.

Starting Rate: $18.50/hourly

Retention Bonus: $1,000

Applicants are required to be eligible to lawfully work in the Unites States immediately. This position is not available for H1-B visa sponsorship.

Responsibilities:

• Resolve customer inquiries in a single interaction via phone, email, chat, or other support channels.
• Make and receive calls to assist customers with their needs and provide effective solutions.
• Assist customers with account issues, including updates, troubleshooting, and resolution.
• Identify and address customer concerns proactively to prevent recurring issues.
• Utilize company tools, resources, and knowledge bases to provide fast and effective solutions.
• Work cross-functionally with internal teams (Call Center, Collections, Front Counter, IT) to resolve complex issues while maintaining a one-and-done mindset.
• Educate customers on best practices and self-service options to enhance their experience and reduce future issues.
• Apply strong problem-solving and critical-thinking skills while multitasking and work efficiently under pressure while assisting with case resolution, emails and calls.
• Participate in team meetings to stay updated on NTTA policies and procedures to enhance communication strategies.
• Adjust to daily changes in tasks and priorities with a flexible approach and goal-oriented mindset with a focus on delivering results.

Qualifications:

M inimum:

• High school diploma or equivalent.
• 1-3 years of experience in customer service and account support.
• Excellent verbal and written communication skills.
• Strong problem-solving and critical-thinking skills.
• Ability to multitask and work efficiently under pressure.
• Proficiency in Microsoft Word, Excel, Outlook, and PowerPoint.
• Ability to quickly adapt to new systems, policies, and customer needs.
• Ability to type 30-35 words per minute.
• Valid driver's license.

Preferred:

• N/A

About NTTA: NTTA is a political subdivision of Texas created to acquire, construct, maintain and operate toll roads in North Texas. As a customer-driven organization, NTTA delivers a safe and reliable toll system for millions of customers each year in one of the fastest growing regions in the United States. NTTA is a vibrant organization with a highly qualified, energized and engaged team focused on achieving Excellence and we are looking for talented individuals to join us.

Our mission: We are committed to providing a safe and reliable toll road system, increase value and mobility options for our customers, operate the Authority in a businesslike manner, protect our bondholders, and partner to meet our region's growing need for transportation infrastructure.


How To Apply

Click Apply. Register or log-in to your account. Complete the application in its entirety, including any questions, and click Submit.


If you have questions about the application process, please access our Frequently Asked Questions


At any time during the application process, you can click on the Job Title to which you are applying to return to this page to access the FAQs.

Refer your Family and Friends to apply at

NTTA is an Equal Opportunity Employer and does not discriminate on the basis of race, color, religion, sex, sexual orientation, gender identity, age, national origin, disability or veteran status.