Contact Center Agent at BLINDSIGHT DELAWARE ENTERPRISES in Wilmington, Delaware

Job Description:

STATEMENT OF PURPOSE: Contact Center Agents will be responsible for providing high quality customer service assistance when responding to inquiries pertaining to I-PASS electronic tolling accounts, violations notices, billing issues, technical issues or general map questions. Contact Center Agents will be responsible for assuring speedy resolution of inquiries utilizing all available resources.

• Adhere to the Privacy Act as it relates to the confidentiality of information released;


• Must maintain up-to-date knowledge of the Illinois Tollway regulations and policies;


• Update customer accounts with accuracy and maintain appropriate documentation of phone inquiries


• Utilize a Tollway application that immediately processes credit card payments to accounts while speaking with the customer;


• Make recommendations according to customer’s needs. Ability to empathize with and prioritize customer needs;


• All payments and adjustments must be posted to customers’ accounts in accordance with procedures for each of the I-PASS and Violation Enforcement System databases;


• Gather data from customer and other resources as needed for problem-solving and communicate to customer;


• Open, split and close customer I-PASS accounts in accordance with training guidelines;


• Navigate between three (3) or more systems and tools to assist and service customers;


• Will be required to complete program training, as warranted, and successfully implement that knowledge in day-to-day operations.


• Any other duties as deemed necessary by supervisor.

QUALIFICATIONS:

• High School diploma or equivalent required;


• Must be able to speak English clearly and professionally;


• 1 to 2 years contact center experience preferred;


• 1 to 2 years customer service experience required;


• Bilingual English/Spanish a plus;


• Must be able to type a minimum of 25 words per minute with at least 90% accuracy;


• Must have intermediate computer skills and the ability to navigate through multiple data screens;


• Must have excellent communication skills and be able to multi-task;


• Must pass all assessments or test associated with position.