PURPOSE OF POSITION

This position is responsible for providing EZ Pass Toll Administration services while co-located at the Elizabeth Rivers Center in Portsmouth, VA.   This Customer Service Lead is responsible for handling all job duties assigned by the Supervisor.

PRINCIPLE DUTIES AND RESPONSIBILITIES

• Delegate task to CSR’s, such as, scanning, communications, the drop box and cleaning tags.

• Investigate patron accounts to provide complete and accurate information.

• Verify nightly deposits in CSC and Forte.  Have a complete understanding of how to investigate issues when deposit does not balance.

• Update Daily Reconciliation Spreadsheet to be sent to Finance daily.

• Monthly inventory of tags and VDOT Equipment.  Complete understanding of the inventory process.

• Display leadership qualities and set a good example for CSRs.

• Handle patrons’ complaints and escalations.

• Ensure KPI’s are met for the Walk-In Center.

• Complete knowledge of all responsibilities of a Walk-in CSR.

• Issue accurate QAs for CSRs.

• Fully support Supervisor. 

REQUIRED KNOWLEDGE, SKILLS AND ABILITIES

• High school diploma or equivalent
• Six months prior inventory & data entry experience or related experience preferred
• Skilled in MS Office, spreadsheet and processing programs
• Data Entry skills (35 wpm)
• Dependable, accurate and detail oriented