Call Center Agent Bilingual (English/Spanish) ITA

Department: Illinois Tollway Call Center
Type of position: Full-time or Part-time
Schedule: various
Location: UIC Campus - Halsted St

JOB TITLE:        Call Center Agent Bilingual (English/Spanish)

DEPARTMENT:   Call Center

REPORTS TO:    Supervisor, Call Center

STATUS:           Full-Time & Part-Time, Hourly

SCHEDULE:       Various Available,   

                       Hours of Operation M-F 6 a.m. to 10 p.m.

                       Saturday – Sunday 8 a.m. to 5 p.m.

LOCATION:      UIC Campus – On Halsted Street


STATEMENT OF PURPOSE: Call 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, or processes.  Call Center Agents will be responsible for assuring speedy resolution of inquiries utilizing all available channels. Customer inquiries are submitted by telephone, mail, or e-mail.  The Call Center will receive approximately 12,000,000 minutes of inbound calls from customers annually.

KEY RESPONSIBILITIES INCLUDE, BUT ARE NOT LIMITED TO:  • Provide knowledgeable responses to telephone inquiries in a courteous and professional manner; • Respond to telephone inquiries within the set departmental staffing and time parameters; • Maintain a current understanding of the processing procedures to respond to numerous phone inquiries; • Maintain up-to-date knowledge of the Illinois Tollway regulations and policies as they apply; • Adhere to the Privacy Act as it relates to the confidentiality of information released; • Credit card payments requested in a phone transaction will be immediately processed while speaking with the customer. Processing will be accomplished using a Tollway application that connects to the credit card processor.  Any payment by phone must be posted to the account immediately, assuming it settles and is not rejected.  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; • Opening, splitting, and closing customer accounts; • Activating retail-purchased transponders; replacing transponders; redeeming gift cards; • Performs other duties as assigned by Supervisor.

Core Competencies

Customer Focus -strives to create the most value for the customer that results in mutual long-term success. Demonstrates dedication to meet or exceed the expectations and requirements of customers.

Integrity & Trust - acts in accordance with the highest standards of ethical conduct and behavior.

Problem Solving - employs analytic abilities and other tools to creatively resolve problems in a variety of contexts.

Safety - demonstrates a commitment to the overall safety of the workplace environment and to promoting a safety culture.

Work Environment  This position operates in a professional and high paced call center environment. This role routinely uses standard office equipment such as computers, phones, photocopiers, and fax machines. 

QUALIFICATIONS: • High School diploma or equivalent required; • Must have demonstrated excellent interpersonal and communication skills and the ability to organize simultaneous tasks. • Must be able to speak English and Spanish clearly and professionally; • Must be able to work with a database and navigate through a windows environment required; • Experience using Microsoft Office products word, excel, power point, and outlook in a networked environment. • Must be able to type a minimum of 25 words per minute with 90% or greater accuracy; • Must have working knowledge of basic math skills; • Data entry experience preferred; • Must be able to work flexible work schedule to include days, nights, weekends, and holidays; • Ability to effectively work within established contractual turnaround times; • Proven ability to work as a member of a team is required; • Will be required to complete program update training, as warranted, and successfully implement that knowledge in day to day operations; • Commitment to our mission of providing opportunities for people who are visually impaired, blind, deaf-blind, or blind with additional disabilities is essential.

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