Toll Management Specialist

Job Overview

The Toll Specialist supports the Toll Management product by monitoring vehicle enrollment, handling violation disputes, and resolving customer service issues.

Key Responsibilities

• Monitor the toll enrollment and error reports and take action to resolve those errors.
• Proactively investigate Toll program enrollment errors and causes for delayed or failed enrollments.
• Work with the Service provider, Wheels IT, Account Executive, Compliance Services, Integration Services, and the client to resolve errors which impede vehicle enrollment onto the program.
• Work with Compliance services to resolve any missing or incorrect license plate data or contact address errors.
• Escalate issues or complex errors as needed to the department Senior Toll Specialist.
• Investigate and respond to Sales Force and direct requests from clients, drivers & coworkers regarding the Toll Management product, process, transponder requests.
• Monitor and action open requests and Sales Force cases to timely completion.
• Resolve all requests within the established ECD and provide requester with a status if the original ECD will not be met.
• Work with Sr. Toll Specialist and coworkers to process monthly product billing for all toll products to ensure timely payment and error review and resolution.
• Work with team to enroll and unenroll vehicles onto the Wheels Toll program.
• Monitor toll violation volume to identify trends with vehicle enrollment or jurisdictional changes that may impact our vehicles on the program.
• Review Toll Research Violations and evaluate whether it should be disputed and submit those that qualify for dispute to Verra Mobility.
• Return any that do not qualify to the Violations team with information as needed to communicate the reason for the denied request.
• Process Toll violations as needed to support client and department goals.
• Collaborate with other departments as necessary to support the product or improve operational procedures.
• Follow-up on unfinished work to completion.
• Assist department and company in meeting and exceeding client expectations.
• Assist with creation of SOPs to document existing processes.
• Work on-Site and may be required to work remote as needed.
• Other duties as assigned.

Competencies & Skills

• The Toll Specialist must be a self-starter and perform their responsibilities without reminders.
• The Toll Specialist must be able to work individually and as part of a team.
• They must be able to work on site or remote as required.
• Experienced with, has the ability to quickly learn Sales Force.
• Experienced in MS Office tools.
• Intermediate knowledge MS Excel.
• Knowledgeable of virtual meeting and communication tools.
• The candidate must be able to learn and perform new processes.
• Communicate verbally and written in a professional manner.
• Strong customer service, problem solving skills.
• High attention to detail and process oriented, handle multiple tasks simultaneously.
• Ability to work in a fast paced, high-volume environment.

Education & Experience

• High School diploma or GED.
• One year office or customer service experience.

Work Environment & Schedule

• This position is in Georgia or Illinois and operates in a professional office environment.
• This is a full-time position, Monday through Friday.
• No Travel required for this position.
• Physical Demands: Speak, hear, and see, and to use hand and fingers for computer keyboard and phone. Sit or stand for extended periods of time. Reach above head to pull paper attachments.