What are the responsibilities and job description for the Non-Emergency Call Taker position at Illinois Tollway?
Position Overview
The Illinois Tollway is dedicated to providing and promoting a safe and efficient system of highways while ensuring the highest possible level of service to our customers. Whether it's I-PASS, the Move Illinois Program, open road tolling or keeping you safe with our H.E.L.P. trucks, we are committed to delivering great benefits and services to customers.
The Tollway is a user-fee system – no state or federal tax dollars are used to support maintenance and operations. Operations are funded by toll and concession revenues.
Under the leadership of the Board of Directors and Executive Staff, the Tollway is committed to achieving the following goals: increase collaboration with regional transportation and planning agencies, promote the regional economy, maintain financial integrity, foster environmental responsibility and sustainability, maintain the safety and efficiency of the Tollway system, further transparency and accountability, enhance customer service, and maintain public trust.
In support of this vision, the Non Emergency Call Taker is critical in providing non-emergency assistance to cellular phone users within the Chicago area.
Essential Job Functions
The Non Emergency Call Taker will be responsible for handling a high volume of incoming calls, providing prompt and accurate notifications to the proper authorities, and maintaining detailed records for the Illinois Tollway and the Illinois Department of Transportation (IDOT).
Key Responsibilities:
- Answer incoming calls in a courteous, prompt, and efficient manner.
- Obtain all necessary information to notify the proper authorities.
- Follow established procedures set forth by the Tollway and IDOT.
- Contact multiple jurisdictional authorities depending on the incident type.
- Assist in processing a high volume of calls per month.
- Ensure all calls are answered quickly and provide accurate information to the proper jurisdiction(s) without delay.
- Track call back numbers for additional information if required.
- Maintains communication with callers and transfers them to the applicable parties when requested.
Qualifications
Education (Required)
- High school diploma or equivalent.
- Ability to work in a fully staffed call center environment.
- Availability to provide services 24/7/365, including holidays and weekends.
- Experience in handling high call volumes, with the ability to adapt to fluctuating call numbers.
- Strong communication skills and the ability to remain calm under pressure.
- Proficiency in tracking and documenting call details and statistical information.
- Pass a typing test with a score of at least forty (40) words per minute, and a map reading test.
- Previous experience in a call center or customer service role is preferred.
- Knowledge of the Chicago area and its jurisdictional authorities is a plus.
The Illinois Tollway is committed to creating a diverse environment and is proud to be an equal employment opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, marital status, national origin or ancestry, disability, unfavorable discharge from military services, age, order of protection status, military status, sex or sexual orientation.
