Customer Service Representative-Charleston-WV Parkways Authority-Kanawha Co.

Full Job Description

Reports directly to the Customer Service Manager of the West Virginia Parkways Authority for all customer service-related activities to ensure smooth daily operations and is a primary customer contact for the West Virginia Parkways E-ZPass system.

The CSR is responsible for all account enrollments including mail, fax, web and walk-in customers. The CSR scans the application for accuracy and to ensure all required information is provided.

The CSR enters applications into the service center computer, processes payments and packages transponders for mail outs or for direct customer delivery.

The CSR also performs account maintenance, either over the phone or from mail, web or fax requests.

This responsibility includes ensuring E-ZPass Patron’s service requirements are protected and accounted for in accordance with the WV Parkways Authority’s standard of performance.

Specific duties and responsibilities include, but are not limited to the following:

• Providing exceptional customer service and handling patron’s issues by phone, mail, web, fax or in person.

• Process applications for all customers (walk-in, web, fax, email, etc.).

• Assist with mailing customer notices of renewals and other correspondence

• Dealing with transponder malfunctions and troubleshooting various other problems with customer accounts.

• Cash out and prepare deposit and daily activity reports at end of shift.

• Process unpaid toll and violation payments.

• Perform initial image review for violations.

• Answer 800-phone line and transferred main line calls to assist customers with their questions and processing telephone inquiries as required.

• Perform account maintenance, including account updates, transponder changes, replacement and additional transponder requests and account replenishments.

• Provide assistance to process/update expired credit cards

• Assist in mounting transponders and educating customers about the E-ZPass system as needed.

• Create Tracer Tickets for account plan changes and adjustments.

• Other duties as assigned.

Qualifications

HS Diploma or GED required.
Previous customer service experience preferred.

Additional Information

This job opportunity is not in the classified service and is not covered by the West Virginia Division of Personnel merit system. Therefore, interested persons must apply directly to the hiring agency as directed above.