Special Projects Agent-ITA

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

REPORTS TO:            Special Projects Coordinator, Call Center – Special Projects

STATUS:                   Full-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: Special Projects 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.  Special Projects 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: • Adhere to the Privacy Act as it relates to the confidentiality of information released; • Maintain up-to-date knowledge of the Illinois Tollway regulations and policies as they apply; • Provide knowledgeable responses to telephone inquiries in a courteous and professional manner; • Maintain a current understanding of the processing procedures to respond to numerous phone inquiries; • Log into the phone system to take incoming calls • Respond to telephone inquiries within the set departmental staffing and time parameters; • Processing applications on the phone; maintain appropriate documentation of phone inquiries; • Report problems that occur and assist with the resolution, continually looking for and suggesting process improvements, which will benefit Tollway customers; • Opening, splitting, and closing customer accounts; Outbound calls will be required to violators, car rental agencies, and (possibly) to update accounts, launch campaigns, or for some other operational need by the Tollway; • Activating retail-purchased transponders; replacing transponders; redeeming gift cards; • Updating customer account information including address updates received from the Post Office and EXCEL updates received from the Tollway; • Perform data entry for approximately 36,500 EXCEL customer accounts annually. • Performs other duties as assigned by Supervisor.

QUALIFICATIONS: • Minimum 6 months working at the Illinois Tollway Call Center • Excellent Written and Grammatical Skills • Excellent follow-through Skills • Ability to work flexible hours • Attention to Detail • Intermediate to Advanced Microsoft Word and Excel Skills • High School diploma or equivalent required; • Must be able to speak English clearly and professionally • Bilingual English/Spanish or English/Polish a plus; • Must be able to type a minimum of 45 words per minute with 90-95% accuracy; • Must be able to work with a database and navigate through the data base.  • Must have demonstrated excellent interpersonal and communication skills and the ability to organize simultaneous tasks. • 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.


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