Visitor Toll Pass Customer Service Agent at Alliance One · Orlando

Summary: AllianceOne Inc. is a subsidiary of Teleperformance, providing opportunities in contact center management. The Visitor Toll Pass Customer Service Agent is responsible for assisting with daily activities of the VTP project, handling customer inquiries, and ensuring compliance with toll system procedures. Responsibilities: - Anticipate and understand customer needs, determine the appropriate course of action to meet those needs by initiating or completing the transaction. Exercise independent thinking in meeting customer expectations - Diagnose and provide a path to resolving various issues such as account balance payment information, disputes, account inquiries, payment negotiations and phone payments - Perform the required duties associated with customer service, including but not limited to account maintenance, case management, transponder management (returned units, distribution and restocking), payment processing, and responding to customer inquiries by email and phone - Follow & maintain compliance, quality assurance & client-specific standards on all accounts handled - Identify problems with office equipment, systems and general toll issues and communicate or escalate these issues to the proper area for resolution - Ensure daily personal performance measures are available and effectively utilize the information to assist the VTP manager to use workforce for continuous improvement. Emphasize and enforce the importance of CSC key performance indicators (KPIs) while supporting business processes and decisions implemented by management - Communicate effectively with other departments to foster a cohesive team environment and ensure these areas are aware of issues that may impact their area. Build and maintain a strong working relationship with the client, contractors, vendors and other related parties as necessary - The ability to work from home, maintaining a full workday (8 hours) free of distractions and able to conduct computer assignments & professional phone interactions Required Qualifications: - Minimum high school degree (or equivalent) - One year of experience of demonstrated call center and/or customer support experience, preferably with experience in handling customer emails - Valid State of Florida driver's license - Must have open availability to work 7 days/week, including holidays and weekends - Ability to work from home, maintaining a full workday (8 hours) free of distractions and able to conduct computer assignments & professional phone interactions Preferred Qualifications: - Bilingual in Spanish/English preferred, but not required - Strong analytical and problem-solving skills with the ability to review and analyze data and communicate solutions - Proven oral & written communication skills - Knowledge of principles of excellent customer service and the ability to apply to business practices and operations - Skill in exercising accuracy and thoroughness and monitoring one's own work to ensure quality - Skill in time management, including prioritizing, organizing, and coordinating multiple work areas and assignments under fast paced and changing conditions to meet deadlines - Ability to communicate directives clearly and effectively, verbally and in writing - Ability to identify and recommend staff developmental and training needs - Ability to motivate others in pursuit of Company goals - Skill in communicating to persons representing varied educational levels and cultural backgrounds - Skill at exercising tact and diplomacy in dealing with sensitive, complex, and confidential issues and situations Required Skills: Call center experience, Email handling, Case management, Payment processing, Account maintenance, Transponder management, Compliance, Quality assurance, Valid State of Florida driver’s license, Bilingual Spanish/English Benefits: Health Insurance (Medical/Dental/Vision), HSA/FSA plans, Generous Paid Time Off package, Optional Daily Pay, EAP, 401k after 90 days