This job was posted by https://www.kansasworks.com : For more information, please see: https://www.kansasworks.com/jobs/13573547

Definition and Examples of Work

Opens and maintains K-TAG accounts including: issuing and replacing

K-TAGs, accepting all @types of payments, and providing receipts.

Works within the K-TAG database to assign ID numbers to customer

accounts.

Receives K-TAGs from customers, mail, etc., and prepares them for

return to the manufacturer or for recycling.

Assists K-TAG and non-K-TAG customers with violation inquiries,

resolution, and processing of payments.

Processes payments for customer accounts in compliance with credit

card handling procedures.

Communicates directly with the customer in-person, via phone, email

and/or mail to resolve all questions, issues, complaints, billing errors, etc.

Problem solves with the customer to identify why the customer has an

issue and provide a solution in an efficient manner.

Maintains KTA system knowledge to assist in customer service

inquiries, including construction KTA changes and location-specific information.

Recognizes and alerts the supervisor of trends in customer calls.

Additional duties may be assigned as business needs require.

Latitude and Impact of Position

This position works independently and as part of a team, including providing input and problem solving with others to complete tasks. Most assigned duties are consistent from day to day. Negotiation and persuasion is used with internal and external customers and vendors on a daily basis. Decision making is typically done independently within established company guidelines. Successful completion of job tasks significantly impacts customer satisfaction and external company image.

Work Environment

The work environment described here is representative of the general work environment for the position. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

The position works in a limited access call center environment in

which multiple employees work in an open workspace setting and a general office environment in which customers may enter the facility within established business hours.

Must be able to focus on current customer with background noise and

others talking in close proximity.

Office temperatures are standard, and individuals may need to adjust

for cold or heat per personal preference.

Must work without access to personal communications equipment such

as cell phone, camera, tablet or other.

Use of computer and general office equipment such as printers,

scanners is required.

Physical requirements

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Ability to sit (or stand) for long periods of time (continuous)

Must be able to stand for periods of time when processing mail.

Frequent bending, twisting or turning within work area.

Must be able to see up close to be able to visualize computer screen

(continuous)

Must be able to hear the customer, including assessing their

tone/demeanor and distinguishing sound tones (continuous)

Occasional kneeling, squatting and reaching overhead.

Must occasionally climb or balance on stairs or a ladder.

Other Requirements

May work occasional overtime to accommodate call volumes.

Must pass background check.

Must pass credit check.

Work schedules may be adjusted to meet customer service and call

demands, including extended hours or Saturday work.

The Kansas Turnpike Authority is an equal and affirmative action employer. We provide all employees and applicants for employment with equal employment opportunities without regard to race, color, religion, gender, age, national origin, sexual orientation, gender identity, citizenship, immigration status, marital status, military status, any covered veteran status, disability status, genetic information, caregiving responsibilities or any other basis prohibited by law.

Kansas Turnpike Authority jobs

Customer Service Representative