Customer Service Manager

Illinois Tollway • Downers Grove, IL • 6h ago

This job was posted by https://illinoisjoblink.illinois.gov : For more information, please see: https://illinoisjoblink.illinois.gov/jobs/12824067

Position Overview

The Illinois Tollway is dedicated to providing and promoting a safe and efficient system of highways while ensuring the highest possible level of service to our customers. Whether it\'s I-PASS, theMove IllinoisProgram, open road tolling or keeping you safe with our H.E.L.P. trucks, we are committed to delivering great benefits and services to customers.\ \ The Tollway is a user-fee system no state or federal tax dollars are used to support maintenance and operations. Operations are funded by toll and concession revenues.\ \ Under the leadership of the Board of Directors and Executive Staff, the Tollway is committed to achieving the following goals: increase collaboration with regional transportation and planning agencies, promote the regional economy, maintain financial integrity, foster environmental responsibility and sustainability, maintain the safety and efficiency of the Tollway system, further transparency and accountability, enhance customer service and maintain public trust.\ \ In support of this mission, the Customer Service Manager directly supervises all of the customer service representatives at various customer service centers. The goal of the Customer Service Manager is to provide outstanding customer service to our customers by developing and enforcing effective procedures to provide quality assurance for all transactions.

Essential Job Functions

The Customer Service Manager responsibilities include but are not limited to:

Directly manages customer service representatives at varying

customer service centers across the Illinois Tollway.

Assist the general public in customer service matters by taking

ownership of customer issues and seeing them through to resolution.

Achieves customer service objectives by establishing a clear

mission/goal and deploying strategies focused towards that goal

Improves customer service quality results by evaluating and

re-designing processes and establishing metrics to thoroughly monitor and analyze results

Performs routine audits of customer service representatives to

ensure compliance of all policies and procedures implemented by the Tollway Customer Service Department

Responsible for performance management of the customer service

representatives at all remote locations. Including but not limited to coaching, annual performance evaluations and delivering disciplinary action.

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