chicagolighthouse.org/careers Call Center Supervisor Department: Illinois Tollway Call Center Type of position: Full-time Schedule: Various Available, Hours of Operation M-F 6 a.m. to 10 p.m. Saturday – Sunday 8 a.m. to 5 p.m. Location: Lisle, IL Click Here to Complete Your Application STATEMENT OF PURPOSE: The Call Center Supervisor is responsible for direct oversight of Call Center agents and for providing high quality customer service assistance when responding to inquiries pertaining to I-PASS electronic tolling accounts, violations notices, or processes. The Call Center Supervisor will be responsible for assuring speedy resolution of inquiries utilizing all available channels. Customer inquiries are submitted by telephone, mail or e-mail. The Call Center will receive approximately 12,000,000 minutes of inbound calls from customers annually. KEY RESPONSIBILITIES INCLUDE, BUT ARE NOT LIMITED TO: • Adhere to the Privacy Act as it relates to the confidentiality of information released; • Maintain up-to-date knowledge of the Illinois Tollway regulations and policies as they apply; • Responsible for direct oversight of call center agents and their responsibilities including but not limited to: • Randomly listen in on calls; • Establish communication with agent; • Resource for questions, issues, or concerns; • Inform manager of performance issues or needs; • Assist with agent training; • Initial performance review of agents and applicable documentation; • For violation disputes, process within one business day of receipt. Conduct research and verification of dispute facts, call the violator, compose a response letter to a violator’s inquiry, correct mistakes pertaining to payments, apply reversals or dismissals, etc.; • Responsible for accurately completing settlement forms and applying dismissals to accounts as they pertain to said settlements; • Placing documents on hold according to Tollway guidelines; • Researching inquiries and correcting mistakes pertaining to but not limited to payments - reversals and reapplying, missing payments, bankruptcies, collections, suspensions, disputes and administrative appeals; • Responsible for immediately reversing payments that are rejected by the customer’s bank or credit card institution; • Making outbound calls to violators with regard to, but not limited to, payments, hearings, disputes, and general questions. We will also be required to return phone calls to violators as needed; • Working with other states when there are problems with notices going to the wrong person. The states will request images be forwarded and depending on what is determined, reassign, dismiss or, in some cases, need to contact another agency for the correct registered owner information; • Preparing refund requests; • Respond to 45,000 customer emails annually; • Responsible for processing emails pertaining to, but not limited to, general questions, challenges to notices, questions about online images, etc. Only general questions, and those not requiring account-specific information will be handled. In some cases, multiple exchanges with the customer may be required. For some, effective handling may require data review/ research/fact finding; • Performs other duties as assigned by Supervisor. EDUCATION AND QUALIFICATIONS: • Bachelor’s degree preferred or Associate’s degree from an accredited institution in business management or related field required; • One year experience working in a call center; •Bilingual English/Spanish preferred; • Ability to effectively work within established contractual turnaround times; • Detail oriented, as well as ability to manage multiple tasks with follow-up skills. • Advanced proficiency with MS Office applications . • Ability to work well under pressure making sound decisions quickly in a fluid, fast business environment. • Must have demonstrated excellent interpersonal and communication skills and the ability to organize simultaneous tasks. • Commitment to our mission of providing opportunities for people who are visually impaired, blind, deaf-blind, or blind with additional disabilities is essential. Click Here to Complete Your Application
Posted on: Thu, 11 Jul 2013 14:44:17 +0000
Recently Viewed Topics
© 2015