Lead Call Center Agent-ITA

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

REPORTS TO:                Supervisor I

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

DATE REVIEWED:        09/06/16

STATEMENT OF PURPOSE: Lead call center agents will be responsible for providing high quality customer service support to call center agents by responding to inquiries pertaining to I-PASS electronic tolling accounts, violations notices, or processes.  Lead call center agents will be responsible for assuring prompt resolution when assisting with customer inquiries that 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; • Monitor and assist call center agents when prompted and carry out lead responsibilities in   accordance with the organization’s policies and procedures. • Monitor service calls to observe employee demeanor, technical accuracy and conformity to company policies; • Respond to telephone inquiries and recommend corrective services to address customer needs and complaints; • Key information into the computer to compile and keep records of customer service requests and complaints; • Studies and assist in standardizing procedures to improve efficiency for Tollway customers; • Manages difficult customer situations and responds promptly to customer needs while soliciting   feedback to improve service: • Speaks clearly, persuasively and professionally in positive and negative situations; • Performs other duties as assigned by Supervisor.

QUALIFICATIONS: • High School diploma; Associates degree a plus; • At least six months experience at Illinois Tollway call center;    • Must be able to speak English clearly and professionally; • Bilingual English/Spanish or English/Polish a plus; • Must have demonstrated excellent interpersonal and communication skills;                                                                        • Ability to problem solve in a timely manner and develop alternative solutions;        • Proficiency with Microsoft Office (Word and Excel)) • Will be required to complete program update training, as warranted, and successfully   implement that knowledge in day-to-day operations.      

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