Call Center Agent (Remote)

Description

Staff Management | SMX is immediately hiring Call Center Agents to provide 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. Call Center Agents will be responsible for assuring speedy resolution of inquiries utilizing all available resources. Since this is a remote position, all applicants must have their own computer to be considered for the role.

• Training: The initial training for this role will be conducted onsite at 2915 Newport Gap Pike, Wilmington, DE 19808 for the first 4-6 weeks employment and take place Monday - Friday, 8:00AM - 2:00PM.
• Shift Hours: After training, the shift schedule will change to Monday-Friday, 10:30AM - 6:00PM.
• Bilingual Applicants: Applicants that speak 2 or more languages are eligible for the top end of the pay range ($18.50). 

Perks & Benefits

Employment Type & Shifts

Job Responsibilities

• Adhere to the 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 (3) 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:

• High School diploma or equivalent required
• Must be able to speak English clearly and professionally
• 1 to 2 years call center experience preferred
• 1 to 2 years customer service experience required
• Bilingual English/Spanish a plus
• Must be able to type a minimum of 25 words per minute with at least 90% accuracy
• Must have intermediate computer skills and the ability to navigate through multiple data screens
• Must have excellent communication skills and be able to multi-task
• Must pass all assessments or test associated with position

Associate Requirements