CUSTOMER SERVICE REPRESENTATIVE - DOWNERS GROVE - Illinois State Toll Highway Authority : Job Details

Salary: $20.50 HourlyLocation : 60515, ILJob Type: Administrative SupportJob Number: 0330-102024Department: OperationsDivision: OperationsOpening Date: 10/17/2024Closing Date: 11/3/2024 11:59 PM CentralIs this a union role?: YesUnion Name: AFSCME - 88311Position Grade: 13Position OverviewThe 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, the Move Illinois Program, 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, Customer Service Representative(s) act as the primary point of contact for our customers helping to ensure that all customer inquiries handled both efficiently and accurately. The Customer Service Representative is also responsible for educating our customers on I-PASS products to provide a value-added experience for our patrons.The Illinois Tollway has customer service centers in the following locations: Downers Grove, Lake Forest, Belvidere and South Holland. There will be occasions when the assigned work location may vary based on operational need. Essential Job FunctionsCustomer Service Representative responsibilities include but are not limited to:

• Interacting with customers via telephone, email or in person to provide support and information on I-PASS and invoice accounts with limited supervision while meeting timeliness and accuracy standards
• Processing customer financial applications, processing payments, performing reconciliation activities and investigating issues related to customer accounts
• Educating customers on the advantages of our I-PASS products to further improve market penetration levels
• Handling large volumes of mail including, but not limited to, payments, new applications, inventory/transponder requests, account updates, and customer complaints and/or questions.
• Handling extremely confidential information in accordance with PCI Standards/Compliance
• Performs other duties as needed

Qualifications Education (Required)

• High School graduate or GED Equivalent

Skills and Experience (Required)

• Minimum of three to five years of customer service experience working within a retail, sales, call center or similar customer service environment.
• Excellent verbal and interpersonal communication skills
• Previous cash handling skills are required
• Superior organizational, problem-solving and critical-thinking skills
• Ability to use a range of technology and tools, including but not limited to Microsoft Office
• Must be willing to travel to other locations, if needed
• Must be able to work varying schedules, including but not limited to weekend shifts
• Candidates must score 75% or higher on a typing test in order to be granted an interview

Skills and Experience (Preferred)

• Knowledgeable of the Tollway back office system(s):
  • Electronic Toll Collection, specifically SAP ATS

The Illinois Tollway is committed to creating a diverse environment and is proud to be an equal employment opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, marital status, national origin or ancestry, disability, unfavorable discharge from military services, age, order of protection status, military status, sex or sexual orientation. At the Illinois State Toll Highway Authority, we give our employees the tools to succeed both on and off the job. Our generous benefits package provides comprehensive coverage to help you protect your health and earning power and prepare for the future. In addition, we offer several programs that help you grow in your career and make the Illinois State Toll Highway Authority a great place to work!MEDICAL, Rx, DENTAL, VISION BENEFITS

• Aetna Select Open Access (HMO) - Premium FREE!
• Aetna Choice POS II (PPO)
• Aetna Prescription, Dental and Vision included at no additional cost.
• EyeMed Vision Care Voluntary Coverage

FLEXIBLE SPENDING ACCOUNT

• Healthcare Flexible Spending Accounts (FSA)
  • Pre-tax account you put money into that you use to pay for certain out-of-pocket health care costs.
• Dependent Care Flexible Spending (DCAP)
  • Pre-tax account you put money into that you use to pay for dependent care costs.

TERM LIFE & AD&D INSURANCE

• Basic Term Life & AD&D - Premium FREE!
• Additional coverage available

TUITION REIMBURSEMENT

• Annual Reimbursement - $5,250

PAID TIME OFF

• Holidays
• Vacation
• Sick Leave
• Sick Leave Bank
• Bereavement Leave
• Parental Leave

EMPLOYEE ASSISTANCE PROGRAM (EAP)

• No cost services for employee and family.

STATE EMPLOYEES RETIREMENT SYSTEMS (SERS or SRS) PROGRAMS

• Pension Plan
• Non-Occupational and Occupational Disability
• Deferred Compensation/After-Tax ROTH
• NCPERS Voluntary Life and AD&D

01 It is a requirement to possess a high school diploma or General Equivalency Diploma (GED) certificate. Do you meet this requirement?

• Yes
• No

02 It is a requirement to have previous cash handling experience. Do you meet this requirement?

• Yes
• No

03 It is a requirement to have a minimum of three to five years of customer service experience working within a retail, sales, call center or similar customer service environment. Do you meet this requirement?

• Yes
• No

04 For the questions above, please provide where (at which organization) and when (the time period) you gained this experience -- citing specific examples. If you have no experience, or did not meet the minimum requirement, please enter NA.We will not make assumptions regarding your response. If you do not answer completely you will not receive credit for this question. 05 Microsoft Excel Proficiency: Listed below are definitions of Microsoft Excel proficiency levels. Please read the following definitions carefully prior to answering the question.

• BasicThis level of skills is required to perform tasks and work with data in worksheets.A person with this level of skills is able to enter and correct data, modify a workbook, format a worksheet, and use printing functions.
• IntermediateThis level of skills is required to work with multiple worksheets, filter data, use integrate functions, and manipulate databases.With this level of skills, a person understands the concepts of databases and is able to work with charts and to use the list management capabilities of Excel.
• AdvancedThis level of skills is required to use advanced techniques for analyzing and manipulating data in Excel.A person with this level of skills is able to automate some operations, manage Macro commands, and create MS Excel applications.

What is your proficiency level in Microsoft Excel?

• No Experience
• Basic
• Intermediate
• Advanced

06 Microsoft Outlook Proficiency: Listed below are functions typically associated with Microsoft Outlook proficiency levels. Please carefully read the following prior to answering the question.

• Basic
  • Creating Emails and Attaching Files to Messages
  • Making Appointments and Changing the Time of Appointments
  • Customizing the Ribbon
  • Checking the Word Count
  • Working with Reminders
  • Moving Messages between Folders
  • Creating Signatures
  • Searching for and Flagging Messages
• Intermediate
  • Previewing Attachments
  • Categorizing Messages
  • Printing Calendars
  • Mentioning Contacts in the Body of an Email
  • Using Quick Parts
  • Creating Meeting Invitations
  • Using the Different views
  • Taking Meeting Notes
  • Writing Professional Emails
  • Inserting Online Pictures
  • Setting a Default Signature
  • Using Groups
  • Working with Printing Styles
• Advanced
  • Turning on the Week Number Settings
  • Setting Up Recurring Meetings
  • Working with Hyperlinks
  • Adding and Removing Columns
  • Working with Notes
  • Using the Bcc field
  • Requesting Read Receipts
  • Changing the Background Color of a Message
  • Creating Templates
  • Archiving Messages
  • Creating Rules
  • Printing Attachments
  • Assigning Tasks
• Expert
  • Exporting Calendars
  • Adding and Changing Time Zones
  • Applying Outlook Themes and Stationery to Messages
  • Attaching Email Messages to Other Messages
  • Using the Spelling and Grammar check
  • Specifying Default Fonts for unread messages
  • Setting Delayed Delivery Options
  • Encrypting Messages
  • Using the Smart Lookup Feature
  • Setting Permissions
  • Archiving and other useful features that assist Organization
  • Blocking Incoming Mail
  • Creating Tasks without opening Outlook

What is your proficiency level in Microsoft Outlook?

• No Experience
• Basic
• Intermediate
• Advanced
• Expert

07 Microsoft Word Proficiency: Listed below are definitions of Microsoft Word proficiency levels. Please read the following definitions carefully prior to answering the question.

• BasicThis level of skills is sufficient to perform daily word processing tasks, such as, producing routine letters, memorandums, and informal reports.A person with this level of skills is able to use basic formatting, editing, printing functions, and understands the document page setup.
• IntermediateThis level of skills is necessary in order to use and create a variety of templates, complex tables, merges; manage table data, sort and filter merges,and also perform basic work with existing Macros.A person with this level of skills is able to customize toolbars, import and insert graphs, embed Excel data, and elaborate reports.
• AdvancedThis level of skills is required in order to produce very large, complex formal documents that require a table of contents, footnotes, endnotes, bookmarks, and other special elements.A person with this level of skills is able to use and create a wide range of graphic effects and has full mastery of Macro commands.

What is your proficiency level in Microsoft Word?

• No Experience
• Basic
• Intermediate
• Advanced

Required Question