Call Center Agent - Bilingual (English/Spanish) Only

Job Description

• Adhere to the Privacy Act as it relates to the confidentiality of information released;
• Must maintain up-to-date knowledge of the Illinois Tollway regulations and policies;
• Update customer accounts with accuracy and maintain appropriate documentation of phone inquiries
• Utilize a Tollway application that immediately processes credit card payments to accounts while
• speaking with the customer;
• Make recommendations according to customers needs. Ability to empathize with and prioritize
• customer needs;
• All payments and adjustments must be posted to customers accounts in accordance with
• procedures for each of the I-PASS and Violation Enforcement System databases;
• Gather data from customer and other resources as needed for problem-solving and communicate to
• customer;
• Open, split and close customer I-PASS accounts in accordance with training guidelines;
• Navigate between three (3) or more systems and tools to assist and service customers;
• Will be required to complete program training, as warranted, and successfully implement that
• knowledge in day-to-day operations.
• Any other duties as deemed necessary by supervisor.

• High School diploma or equivalent required;
• Must be able to speak English clearly and professionally;
• 1 to 2 years call center experience preferred;
• 1 to 2 years customer service experience required;
• Bilingual English/Spanish required;
• Must be able to type a minimum of 25 words per minute with at least 90% accuracy;
• Must have intermediate computer skills and the ability to navigate through multiple data screens;
• Must have excellent communication skills and be able to multi-task;
• Must pass all assessments or test associated with position.