What are the responsibilities and job description for the Bilingual Customer Service Representative - Downers Grove 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 mission, Customer Service Representative(s) act as the primary point of contact for our customers helping to ensure that all customer inquiries handled both efficiently and accurately. The Customer Service Representative is also responsible for educating our customers on I-PASS products to provide a value-added experience for our patrons.
The Illinois Tollway has customer service centers in the following locations: Downers Grove, Lake Forest, Belvidere and South Holland. There will be occasions when the assigned work location may vary based on operational need.
Essential Job Functions
Customer Service Representative responsibilities include but are not limited to:
- Interacting with customers via telephone, email or in person to provide support and information on I-PASS and invoice accounts with limited supervision while meeting timeliness and accuracy standards
- Processing customer financial applications, processing payments, performing reconciliation activities and investigating issues related to customer accounts
- Educating customers on the advantages of our I-PASS products to further improve market penetration levels
- Handling large volumes of mail including, but not limited to, payments, new applications, inventory/transponder requests, account updates, and customer complaints and/or questions.
- Handling extremely confidential information in accordance with PCI Standards/Compliance
- Performs other duties as needed
Qualifications
Education (Required)
- High School graduate or GED Equivalent
- Minimum of three to five years of customer service experience working within a retail, sales, call center or similar customer service environment.
- Excellent verbal and interpersonal communication skills
- Previous cash handling skills are required
- Superior organizational, problem-solving and critical-thinking skills
- Ability to use a range of technology and tools, including but not limited to Microsoft Office
- Must be willing to travel to other locations, if needed
- Must be able to work varying schedules, including but not limited to weekend shifts
- Candidates must score 30wpm or higher on a typing test in order to be granted an interview
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Bilingual, preferably Spanish, or Polish
- Employees who are proficient in another language, for example, Spanish or Polish, shall be required to use their interpretive skills whenever requested while on duty.
- Knowledgeable of the Tollway back-office system(s):
- Electronic Toll Collection, specifically SAP ATS
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.
