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Customer Service Representative

2 months ago

Lawrence, Kansas, United States Kansas Turnpike Authority Full time
Job Summary

We are seeking a highly skilled and customer-focused Part Time Customer Service Representative to join our team at the Kansas Turnpike Authority. As a key member of our customer service team, you will be responsible for providing exceptional service to our customers, resolving issues, and ensuring a positive experience for all interactions.

Key Responsibilities
  • Provide exceptional customer service to K-TAG customers, responding to inquiries, resolving issues, and addressing concerns in a timely and professional manner.
  • Process transactions, including issuing and replacing K-TAGs, accepting payments, and providing receipts.
  • Work within the K-TAG database to assign ID numbers to customer accounts and maintain accurate records.
  • Assist customers with violation inquiries, resolution, and payment processing, ensuring compliance with credit card handling procedures.
  • Communicate effectively with customers in-person, via phone, email, and mail to resolve questions, issues, and complaints.
  • Problem-solve with customers to identify and resolve issues efficiently, providing clear and concise solutions.
  • Maintain knowledge of KTA system updates, construction changes, and location-specific information to provide accurate assistance to customers.
  • Recognize and report trends in customer calls to supervisors, contributing to continuous improvement of customer service.
Requirements
  • High school diploma or equivalent required.
  • Valid driver's license preferred.
  • Strong communication and interpersonal skills, with the ability to empathize with customers and provide clear resolution.
  • Ability to type 30 words per minute and use 10-key to the touch using computerized office equipment.
  • Knowledge of Microsoft Windows operating systems and associated computer programs and processes.
  • Preferred bilingual (Spanish) and two years' experience in customer service or public service field.
Work Environment

The Part Time Customer Service Representative will work in a limited access call center environment, with a general office setting and occasional customer interactions. The role requires the ability to focus on current customers with background noise and others talking in close proximity.

Physical Requirements
  • Ability to sit (or stand) for long periods of time (continuous).
  • Must be able to stand for periods of time when processing mail.
  • Frequent bending, twisting, or turning within work area.
  • Must be able to see up close to visualize computer screen (continuous).
  • Must be able to hear the customer, including assessing their tone/demeanor and distinguishing sound tones (continuous).
  • Occasional kneeling, squatting, and reaching overhead.
  • Must occasionally climb or balance on stairs or a ladder.
Other Requirements
  • May work occasional overtime to accommodate call volumes.
  • Must pass background check and credit check.
  • Work schedules may be adjusted to meet customer service and call demands, including extended hours or Saturday work.