Customer Service Liaison for Toll Operations

7 days ago


Wichita Falls, Texas, United States Kansas Turnpike Authority Full time

Job Summary:

We are seeking a skilled Customer Service Liaison to join our team at the Kansas Turnpike Authority. As a Customer Service Liaison, you will be responsible for providing exceptional customer service to motorists who use our toll roads.

About the Role:

This is a challenging and rewarding role that requires strong communication and problem-solving skills. You will be working in a fast-paced call center environment, assisting customers with K-TAG accounts, processing payments, and resolving issues.

Key Responsibilities:

  • Open and maintain K-TAG accounts, issue and replace K-TAGs, and provide receipts.
  • Work within the K-TAG database to assign ID numbers to customer accounts.
  • Receive K-TAGs from customers, toll booths, mail, etc., and prepare them for return to the manufacturer or for recycling.
  • Assist customers with violation inquiries, resolution, and processing of payments.
  • Process payments for customer accounts in compliance with credit card handling procedures.
  • Communicate directly with customers in-person, via phone, email, and/or mail to resolve questions, issues, complaints, billing errors, etc.
  • Problem solve with customers to identify issues and provide solutions in an efficient manner.
  • Maintain KTA system knowledge to assist in customer service inquiries, including construction KTA changes and location-specific information.
  • Recognize and alert the supervisor of trends in customer calls.
  • Additional duties may be assigned as business needs require.

Working Conditions:

The position works in a limited access call center environment with multiple employees in an open workspace setting and a general office environment where customers may enter the facility within established business hours.

Requirements:

  • The ability to focus on current customers with background noise and others talking in close proximity.
  • Office temperatures are standard, and individuals may need to adjust for cold or heat per personal preference.
  • No access to personal communications equipment such as cell phone, camera, tablet, or other.
  • Use of computer and general office equipment such as printers, scanners is required.

Compensation:

Our estimated salary range for this position is $45,000 - $65,000 per year, based on experience and qualifications. This includes a competitive benefits package and opportunities for professional growth and development.



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