Customer Service Specialist II (Email Team) – 20170367

The North Texas Tollway Authority was created in 1997 to help advance local highway projects that lacked government funding. In addition to building and maintaining the finest roads in North Texas, we serve an estimated 7.5 million customers and process toll payments for all area toll roads and the airport toll gates. NTTA’s nearly 800 employees work together to connect North Texans through safer, quicker and higher-quality roads.

This position will report directly to the Supervisor of the Email team.

Description:

The purpose of this position is to provide general support for agency activities and services. This is accomplished by answering the phone and taking messages, answering questions and providing assistance and information, processing requests for services, processing the mail, processing payments, and reviewing images. Other duties include completing related projects as assigned.

Responsibilities:

• Sets up new accounts, taking and providing information, making account changes, and processing requests by answering the phone and/or working on the front counter
• Sets up new accounts, taking and providing information, making account changes, and processing requests by answering the phone and/or working on the front counter
• Processes correspondence by receiving and responding to emails, faxes and other requests for information.
• Processes payments by verifying information for accuracy, reviewing images, processing payments for overnight payments, and researches and resolves credit card disputes.
• Ability to cope with job related stress including but not limited to deadlines, customer, supervisory and staff interactions, multi-tasking and high work volumes is required.

Requirements:

Education – Work requires knowledge necessary to understand basic operational, technical, or office processes. Level of knowledge equivalent to four years of high school or equivalency.

Experience – Over one year up to and including three (3) years of verifiable experience in a call center or in a position requiring significant interaction with the public.

Supervision – Job has no responsibility for the direction or supervision of others.

Human Collaboration Skills – Work may require providing advice to others outside direct reporting relationships on specific problems or general policies. Contacts may require the consideration of different points of view to reach agreement. Elements of persuasion may be necessary to gain cooperation and acceptance of ideas.

Freedom to Act – Receives Direction: The employee normally performs the duty assignment after receiving general instructions as to methods, procedures, and desired end results. There is some opportunity for discretion when making selections among a few, easily identifiable choices. The assignment is usually reviewed upon completion.

Technical Skills – Skilled: Work requires a comprehensive, practical knowledge of a technical field with use of analytical judgment and decision-making abilities appropriate to the work environment of the organization.

Budget Responsibility – None.

Reading – Basic – Ability to recognize meaning of common two- or three-syllable words. Ordinarily, such education is obtained in elementary school up to high school. However, it may be obtained from experience and self-study.

Math – Basic – Ability to perform the four basic arithmetic operations. Ordinarily, such education is obtained in elementary school up to high school. However, it may be obtained from experience and self-study.

Writing – Basic – Ability to write simple sentences containing subject, verb, and object, and/or series of numbers, names, and addresses. Ordinarily, such education is obtained in elementary school up to high school. However, it may be obtained from experience and self-study.

Certification & Other Requirements – Fluency English is required. Typing requirements – 30 wpm.