What are the responsibilities and job description for the Customer Service Representative position at Harris County Toll Road Authority?
The Customer Service Representative (CSR) builds professional rapport and provides excellent customer service to all inquiries including, but not limited to, EZ TAG fulfillment, creating and updating accounts, payment plans, and standard violation resolution. This position handles heavy phone, e-mail or walk-in customer traffic. Must maintain Payment Card Industry (PCI) compliance as it relates to collecting and processing payments. This position is required to meet defined quantitative and qualitative performance targets to maintain operational standards. The CSR increases and maintains expert knowledge of Harris County Toll Road Authority (HCTRA) products and services and is expected to keep up-to-date with policy, procedural, and product updates.
- Establishes professional and friendly rapport with customers by responding quickly and accurately to all inquiries regarding account activity, tag fulfillment, and standard violation resolution
- Maintains PCI compliance as it relates to collecting and processing payments with credit card and/or banking information.
- Reconciles payments, toll tags, and prepares end-of-day reports as specified per section.
- Builds expert and dynamic knowledge of HCTRA products and services; keeps abreast of all procedural and product updates and implementing as directed.
Education & Experience
- High school diploma or G.E.D. equivalent from an accredited institution.
- Previous experience of at least six (6) months combined customer service experience.
- Must possess keyboarding skills of 30 wpm and 10-key touch.
Knowledge, Skills & Abilities
- Ability to speak clearly, correctly and listen effectively.
- Knowledge of basic math.
- Good written and interpersonal skills.
- Strong customer service skills.
- Good analytical and organization skills.
- Working knowledge of personal computers and related software; Microsoft Office including word processing, spreadsheets, and databases.
- Must possess keyboarding skills of 30 wpm and 10-key touch.
- Ability to work in a team environment and be open to change.
- Multi-tasking capabilities; ability to think logically and time management organized, flexible, and goal-oriented.
- Ability to exercise tact and to handle customer interactions in a fast, courteous and efficient manner.
- Ability to establish and maintain effective working relationships with others.
- Must be able to maintain confidentiality.
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