What are the responsibilities and job description for the Customer Service Representative - TMC position at Arkansas Department of Transportation?
Posting closes 1/13/2025
Schedule for this position will be: Thursday & Friday 8am to 4pm and Saturday & Sunday 6am to 6 pm
As an integral team member of the Public Information Office, the Customer Service Representative-TMC is responsible for communicating situational awareness in regards to navigating the State Highway System to the motoring public and serving to support those seeking additional information while traveling.
Examples of Work
The following examples are intended only as illustrations of various types of work performed. No attempt is made to be exhaustive. Related, similar, or other logical duties are performed as assigned. The Department may require employees to perform functions beyond those contained in job descriptions. The Department may modify job descriptions based on Department needs. The Arkansas Department of Transportation is an "at will" employer.
- Field questions and provide information through the Department’s Traveler Information phone line. Transfer calls to internal and external stakeholders as appropriate.
- Monitor the Department’s Traveler Information site IDriveArkansas for developing delays and potential incidents on the State Highway System.
- Monitor the Department’s statewide network of live traffic cameras for enhanced visual verification of delays, incidents and closures on the State Highway System.
- Utilize the Department’s Social Media Management System to engage the public with real-time information for making informed decisions about navigating the State Highway System.
- Utilize the Department’s online chat program to communicate with the public seeking Traveler Information through this texting service.
- Provide support services for the Department’s general email inbox by researching, responding to and forwarding inquiries as appropriate.
- Provide user support for ACTIS (ARDOT Construction and Travel Information System) to both internal and external stakeholders.
- Serve as liaison for media visits to the ARDOT Traffic Management Center when Sr. Customer Service Representative is not available.
Minimum Requirements
The educational equivalent to a diploma from an accredited high school and experience in a customer service role. Effective writing and communication skills with strong knowledge and execution of proper grammar preferred. Ability to perform duties with an attention to detail and strong analytical skills as well as an attitude that is results-oriented and is driven to execute with a high level of accuracy. Working knowledge of the latest version of Microsoft Office, IDriveArkansas.com and demonstrated social media skills preferred. Meet minimum standards for certification by the Arkansas Crime Information Center (ACIC), including fingerprinting and police background investigation.
(“Accredited” means the educational institution or program is accredited by an accrediting organization recognized either by the United States Department of Education or by the Council for Higher Education Accreditation.)
A criminal background check will be required to determine suitability of employment, and failure to meet these standards may cause the applicant to be rejected or terminated from that position.
