Toll Ops Customer Care Specialist - Dallas - Ferrovial, S.A.

Description

Who is NTE, NTE 35W, and LBJ?

The North Tarrant Express (NTE) was the first design-build-finance-operate-maintain managed lanes project in Texas and consisted of the complete reconstruction of 13.3 miles of the existing I-820/SH-183 corridor between Dallas and Fort Worth. Since opening in October 2014, nine months ahead of the contracted completion date, the general highway lanes are experiencing a 70% decrease in congestion time and a 15% increase in average speed. This Cintra-led project has doubled capacity and significantly improved mobility along this heavily congested corridor that traverses the heart of six cities through Northeast Tarrant County.

The North Tarrant Express 35W (NTE 35W) project spans 16.8 miles from I-30 in downtown Fort Worth to Eagle Parkway at the north end of Alliance Airport. The project is operated and maintained by the Cintra-led consortium in North Texas. This project has improved mobility by adding additional road capacity through a combination of general highway lanes and continuous frontage roads, along with tolled express lanes that use variable pricing to keep traffic moving.

The LBJ Express (LBJ) is currently the largest P3 operation in Texas and one of the largest ever undertaken in the U.S. It is a regionally-significant transportation improvement project in North Texas that is relieving severe congestion in the dense urban area of north Dallas. In 2009, the Cintra-led consortium was selected to complete the design, construction, finance, operation, and maintenance of the project along I-635 and I-35E. Since opening in September 2015, the general highway lanes are realizing a 60% decrease in congestion time and a 10% increase in average speed.

What makes us different?

Our people come first. We want every single employee to develop both professionally and personally. With a strong focus on growth potential, we look to our internal employees as potential candidates for both national and international opportunities. We aim to achieve greatness by promoting from within every chance we get. We work hard and play hard and strive every day for success and achievement. With a diverse group of professionals working in a fast-paced environment, we achieve milestones constantly. And if that weren't enough, we also offer our employees highly competitive insurance benefits, Paid Time Off, and a matching 401(k) program.

Job Description:

Summary: The Toll Operations Customer Care Specialist is responsible for customer care activities related to the tolling operations. Customer Care activities will include the administration of the TEXpress Lane Cares (TLC) / Customer Back Office (CBO) systems, processing of customer credit inquiries, customer engagement touchpoints, and the administrative support of the website and email account. The Toll Operations Customer Care Specialist will also work with the TEXpress communications and corporate affairs team to provide applicable research and analysis to help keep the general public and key stakeholders informed of the customer service operations of the LBJ Express project, the North Tarrant Express, as well as information regarding the managed lanes (TEXpress Lanes). In addition, they will support to the day to day operations to ensure on time and accurate billing of toll transactions, accurate reconciliation of all revenue; accurate reporting of revenue and traffic and applicable research activities as needed.

Essential Duties and Responsibilities:

* Primarily responsible for the overall administration of customer inquiries, correspondence, and external service inquiries related to TEXpress Lanes. Accountable to research, resolve, forward, escalate, and report the inquiries as necessary.

* Manage and facilitate the processing and updating of tickets within the customer care systems (TLC-JIRA / Customer Back Office - CBO).

* Facilitate the necessary research and analysis needed to ensure an accurate and timely response to customer inquiries.

* Coordinate with staff and serve as the primary contact with the Toll Service Provider (TSP) to ensure all applicable credit transactions are processed in a timely manner.

* Serves as the first point-of-contact for customers and public information through the management of the organizations email and website accounts.

* Collect and analyze data and prepare customer service reports for management and Corporate Affairs review as necessary and applicable.

* Manage the customer inquiry database and provide proactive research, analysis, and recommendations based on trends related to customer complaints including, but not limited to the following:
* Manage all KPIs related to customer inquiries and responses.

* Generates weekly, monthly, quarterly reports of all customer-related activity logged and/or noted.

* Reports on trends and process improvements to management.

* Assists Corporate Affairs as a liaison to the North Texas Toll Authority and provide support for customers who come to the LBJ Express office for Toll Tag sales.

* Assists Corporate Affairs with information needed for the website content management.

* Knowledge of the tolling operations and how customers are charged is a critical component of delivering excellent customer service. As a result, the Toll Operations Customer Care Specialist will be accountable to learn and support key aspects of the Toll Operations Team including but not limited to the following activities:
* Engage with customers as necessary to help identify the appropriate classification of their vehicle to ensure consistent billing on the customer's account across all concession gantries.

* Support in the customer rerating processes is necessary to ensure accurate customer invoicing.

* Evaluate and investigate rejections and adjustments received from Toll Service Provider.

* Monitor image review and reconciliation queues with supplier and provide customer communication as necessary.

* Monitor and trend operational data, including but not limited to Classification components, systematically discarded transactions, and customer Key Performance Indicators (KPIs).

* Aid within the Toll Operations as needed to ensure a positive customer experience.

* Performs other job-related duties as assigned

Qualifications (Knowledge, Skills & Abilities):

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required to fulfill those duties. Reasonable accommodation may be made to enable individuals with disabilities to perform the essential functions.

Education & Experience:

* GED or High School Diploma required, Higher education preferred

* 2+ years of experience of progressive responsibility in similar position(s)

* Knowledge of principles, practices, and procedures used in customer service communications with multiple stakeholders

Professional Qualities:

* Excellent written and verbal communication skills especially in professional presentation to customers.

* Knowledge of customer service principles and practices

* Strong work ethic and high level of initiative

* Good troubleshooting skills

* Customer and team focused attitude

Computer Skills:

* Proficient in Microsoft Office Suite

* Experience with JIRA ticketing system a plus

* Ability to recognize trends with technical support issues

* Ability to learn new software and procedures is required

Work Environment & Physical Demands:

The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodation may be made to enable individuals with disabilities to perform the essential functions.

* The noise level in the work environment is usually quiet

* Specific vision abilities required by this job include ability to adjust focus, as necessary to use a computer

* While performing the duties of this job, the employee is regularly required to talk or hear.

* The employee is frequently required to stand, walk and sit