Toll Management Specialist

Job Description:

JOB OVERVIEW

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

KEY RESPONSIBILITIES - ESSENTIAL FUNCTIONS

• 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.
• Asist with creation of SOPs to document existing processes
• Work on-Site and may be required to work remote as needed.
• Other duties as assigned.

LEADERSHIP RESPONSIBILITIES

• This position has no managerial responsibilities.

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.
• To perform this job successfully, an individual must be able to perform each essential duty satisfactorily.
• 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 AND EXPERIENCE

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

JOB SPECIFICATIONS, PHYSICAL DEMANDS AND WORK ENVIRONMENT

Work Environment: This position is in Georgia or Illinois and operates in a professional office environment.
Position Type/Standard Schedule: This is a full-time position, Monday through Friday.
Travel: 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.

DISCLAIMER

Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties, or responsibilities that are required of the employee for this job. Duties, responsibilities, and activities may change at any time with or without notice.

Our Benefits
Wheels recognizes benefits are a significant part of your employee experience, and we've created a robust benefits package that is market-leading, competitive offerings so you and your family can receive outstanding care. Please click here for an overview of the benefits available to you and yo