Administrative Support Representative

About the role

The Administrative Support Representative provides front-line customer service and administrative support for toll collections operations in Louisiana. This role serves as the primary point of contact for the public, handling inbound calls, emails, and web correspondence related to GeauxPass accounts, payments, and violations. The position requires strong communication, attention to detail, and the ability to resolve customer issues efficiently while maintaining accurate records and supporting overall customer service center operations.

Responsibilities

• Serve as the first point of contact for the public on all customer service issues related to toll collections and GeauxPass.
• Respond to inbound calls from customers and provide clear, accurate information and assistance regarding GeauxPass accounts, payments, and violations.
• Maintain a thorough knowledge and understanding of the customer service center processes and GeauxPass operations to effectively assist customers and resolve problems.
• Process credit card and e-check payments for account replenishments and violation payments in a secure and accurate manner.
• Open and document cases for unresolved customer inquiries to ensure proper follow-up and resolution.
• Handle customer complaints professionally, researching issues and adjusting account discrepancies as requested by the leadership team.
• Process and respond to customer emails and cases in a timely and courteous manner.
• Review and process customer disputes, ensuring all relevant information is gathered and documented.
• Manage web correspondence to answer questions and provide assistance to customers using online channels.
• Process the closing of customer accounts and submit refund requests when appropriate and in accordance with established procedures.
• Update invoices, violation payments, customer payments, and account records to keep demographic, vehicle, and credit card information accurate and current.
• Utilize Our Client entry systems and Microsoft Office applications to document interactions, update records, and perform administrative tasks.
• Adhere to attendance, training, and scheduling requirements to support consistent service coverage.
• Collaborate with team members and leadership to improve processes and enhance the customer experience.

Requirements

• 13 years of previous relevant experience in customer service, call center, administrative support, or a related field.
• High school diploma or equivalent education.
• Excellent verbal and written communication skills for interacting with customers and internal teams.
• Strong attendance