What are the responsibilities and job description for the Contact Center Agent position at Goodwill of Delaware and Delaware County?
Job Description
Job Description
Position Title : Contact Center Agent
Location : Wilmington, De
Pay Rate : $18.00 - $18.50 per hour
Schedule : Full-Time
Job Description :
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 :
- Adhere to 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
- Navigate between three 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 :
Salary : $18 - $19
