Non-Emergency Call Taker

3 weeks ago

Chicago, Illinois, United States Illinois State Toll Highway Authority Full time
Salary: $20.00 - $24.00 Hourly
Location : 60515, IL
Job Type: Administrative Support
Job Number: 84991-3725
Department: Engineering
Division: Dispatch
Opening Date: 03/07/2025
Closing Date: 3/20/2025 11:59 PM Central
Is this a union role?: Yes
Union Name: MAP 336
Position Grade: N/A

Position Overview

The Illinois Tollway is dedicated to providing and promoting a safe and efficient system of highways while ensuring the highest possible level of service to our customers. Whether it's I-PASS, the Move Illinois Program, open road tolling or keeping you safe with our H.E.L.P. trucks, we are committed to delivering great benefits and services to customers.

The Tollway is a user-fee system - no state or federal tax dollars are used to support maintenance and operations. Operations are funded by toll and concession revenues.

Under the leadership of the Board of Directors and Executive Staff, the Tollway is committed to achieving the following goals: increase collaboration with regional transportation and planning agencies, promote the regional economy, maintain financial integrity, foster environmental responsibility and sustainability, maintain the safety and efficiency of the Tollway system, further transparency and accountability, enhance customer service, and maintain public trust.

In support of this vision, the Non Emergency Call Taker is critical in providing non-emergency assistance to cellular phone users within the Chicago area.

Essential Job Functions

The Non Emergency Call Taker will be responsible for handling a high volume of incoming calls, providing prompt and accurate notifications to the proper authorities, and maintaining detailed records for the Illinois Tollway and the Illinois Department of Transportation (IDOT).

Key Responsibilities:
  • Answer incoming calls in a courteous, prompt, and efficient manner.
  • Obtain all necessary information to notify the proper authorities.
  • Follow established procedures set forth by the Tollway and IDOT.
  • Contact multiple jurisdictional authorities depending on the incident type.
  • Assist in processing a high volume of calls per month.
  • Ensure all calls are answered quickly and provide accurate information to the proper jurisdiction(s) without delay.
  • Track call back numbers for additional information if required.
  • Maintains communication with callers and transfers them to the applicable parties when requested.
Qualifications

Education (Required)
  • High school diploma or equivalent.
Skills and Experience (Required)
  • Ability to work in a fully staffed call center environment.
  • Availability to provide services 24/7/365, including holidays and weekends.
  • Experience in handling high call volumes, with the ability to adapt to fluctuating call numbers.
  • Strong communication skills and the ability to remain calm under pressure.
  • Proficiency in tracking and documenting call details and statistical information.
  • Pass a typing test with a score of at least forty (40) words per minute, and a map reading test.
Skills and Experience (Preferred)
  • Previous experience in a call center or customer service role is preferred.
  • Knowledge of the Chicago area and its jurisdictional authorities is a plus.
The Illinois Tollway is committed to creating a diverse environment and is proud to be an equal employment opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, marital status, national origin or ancestry, disability, unfavorable discharge from military services, age, order of protection status, military status, sex or sexual orientation.
At the Illinois State Toll Highway Authority, we give our employees the tools to succeed both on and off the job. Our generous benefits package provides comprehensive coverage to help you protect your health and earning power and prepare for the future. In addition, we offer several programs that help you grow in your career and make the Illinois State Toll Highway Authority a great place to work

MEDICAL, Rx, DENTAL, VISION BENEFITS
  • Aetna Select Open Access (HMO) - Premium FREE
  • Aetna Choice POS II (PPO)
  • Aetna Prescription, Dental and Vision included at no additional cost.
  • EyeMed Vision Care Voluntary Coverage
FLEXIBLE SPENDING ACCOUNT
  • Healthcare Flexible Spending Accounts (FSA)
    • Pre-tax account you put money into that you use to pay for certain out-of-pocket health care costs.
  • Dependent Care Flexible Spending (DCAP)
    • Pre-tax account you put money into that you use to pay for dependent care costs.
TERM LIFE & AD&D INSURANCE
  • Basic Term Life & AD&D - Premium FREE
  • Additional coverage available
TUITION REIMBURSEMENT
  • Annual Reimbursement - $5,250
PAID TIME OFF
  • Holidays
  • Vacation
  • Sick Leave
  • Sick Leave Bank
  • Bereavement Leave
  • Parental Leave
EMPLOYEE ASSISTANCE PROGRAM (EAP)
  • No cost services for employee and family.
STATE EMPLOYEES RETIREMENT SYSTEMS (SERS or SRS) PROGRAMS
  • Pension Plan
  • Non-Occupational and Occupational Disability
  • Deferred Compensation/After-Tax ROTH
  • NCPERS Voluntary Life and AD&D
01

It is a requirement to possess a high school diploma or General Equivalency Diploma (GED) certificate. Do you meet this requirement?
  • Yes
  • No
02

It is a requirement that this position requires daily use of a headset and extended periods of sitting. Are you able to meet this requirement?
  • Yes
  • No
03

It is a requirement of the position to pass a typing test with a score of at least forty (40) words per minute, and a map reading test in order to interview. Can you meet this requirement?
  • Yes
  • No
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