RESEARCH SUPPORT SPECIALIST

2 weeks ago

Mesa AZ USA, United States Verra Mobility Corporation Full time
Who we are...

Verra Mobility Commercial Services is a global leader in smart mobility, creating smart roadways, serving the world's largest commercial fleets and rental car companies to manage tolling transactions and violations for millions of vehicles around the world through connectivity with hundreds of tolling and issuing authorities. As a future focused organization, we are looking for people who want to create relevant solutions today that will work tomorrow ensuring more people around the world reach their destination safely and easily.

Culture

Verra Mobility Corporation is a rapidly growing, entrepreneurial company that operates with a people-first philosophy and approach. The company lives by its core values-Do What's Right, Lead with Grace, Win Together, and Own It-in everything it does for its customers and team members. The company seeks to grow aggressively, both organically and through acquisition, to continue to be the undisputed market leader with these five core competencies: bias for action, customer focus, teamwork, drive for results, and commitment to excellence.

Position Overview:

The Research Support Specialist is responsible for researching and completing tolling and violation customer service disputes for rental agency customers and assisting with client expedited requests. This position also interacts with internal departments, Tolling Authorities, Issuing Authorities and Collections Agencies to bring resolution to renter disputes.

A successful candidate must be a self-starter, have a high degree of critical thinking, good judgment, and the ability to work collaboratively with individuals/teams in a result-oriented environment with changing priorities.

Essential Responsibilities:

* Research complex customer service cases, process billing adjustments, and communicate resolutions to customers and/or clients for tolls and violations.
* Review, respond and/or resolve multi-channel written inquiries from vehicle renters and other associated agencies and businesses.
* Prioritizing daily workload based on importance of assigned tasks.
* Track and communicate abnormal service inquiry trends to leadership.
* Create clear complete documentation and notes for all inquiries
* Assist with customer service calls when needed for service level objectives.
* Assist with other tasks necessary.

Qualifications:

* High School diploma
* Previous experience in an administrative, research, customer service or transaction processing position 2+ years.
* Excellent reading and comprehensive skills
* Interpersonal written communication skills to accurately document activity in multiple systems and in proper business writing
* Intermediate skills with Microsoft Products (including Outlook, Excel, etc.)
* The ability to analyze data to resolve complex issues.
* Demonstrates high sense of urgency and personal initiative related to customer service and problem resolution.
* The ability to multi-task and thrive under pressure in a team environment.
* Executes all duties with follow-through and professionalism, demonstrating a high level of business ethics.

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