Research Support Specialist

About the Role

The Research Support Specialist is responsible for researching and completing tolling and violation customer service disputes for rental agency customers and assisting with client expedited requests. This position interacts with internal departments, Tolling Authorities, Issuing Authorities, and Collections Agencies to resolve renter disputes. A successful candidate must be a self-starter with strong critical thinking and judgment skills, able to work collaboratively in a fast-paced, result-oriented environment with changing priorities.

Responsibilities

• Research complex customer service cases, process billing adjustments, and communicate resolutions to customers and/or clients for tolls and violations.
• Review, respond to, and resolve multi-channel written inquiries from vehicle renters and associated agencies/businesses.
• Prioritize daily workload based on the importance of assigned tasks.
• Track and communicate abnormal service inquiry trends to leadership.
• Create clear, complete documentation and notes for all inquiries.
• Assist with customer service calls when needed to meet service level objectives.
• Support other tasks as necessary.

Qualifications

• High School diploma.
• 2+ years of previous experience in administrative, research, customer service, or transaction processing roles.
• Excellent reading and comprehension skills.
• Strong interpersonal and written communication skills for accurate documentation in multiple systems and proper business writing.
• Intermediate skills with Microsoft Products (including Outlook, Excel, etc.).
• Ability to analyze data to resolve complex issues.
• High sense of urgency and personal initiative in customer service and problem resolution.
• Ability to multi-task and thrive under pressure in a team environment.
• Demonstrates professionalism, follow-through, and a high level of business ethics.

Aligned with Verra Mobility Values

• Do What's Right: Committed to integrity and ethical behavior.
• Lead With Grace: Treat colleagues and customers with kindness and respect.
• Own It: Foster accountability, excellence, and innovation.
• Win Together: Collaborate, value differences, and work toward shared success.

Verra Mobility is an Equal Opportunity Employer. Qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, sexual orientation, gender identity, disability, or protected veteran status.