Shift: Monday-Friday, 8am-5p (hybrid work schedule) -- Weekends as needed
Pay: $22.00/hr-$25.00/hr
Job Description:
Under general supervision, performs a variety of tasks that ensure the delivery of
products and services offered by the company's brands. The Interoperability Services Supervisor is responsible for leading a team of Interoperability Specialists and Fleet Coordinators who assists customers with maintaining their accounts, resolving disputes violations related to toll lane usage, and interoperability matters. This may include violations that have progressed to collections.
This position has direct oversight for managing Peach Pass Toll Corporate (Fleet),
Public Motorcoach, Non-Revenue and Emergency Non-Revenue Account types.
Handles escalated inquiries from customers.
- Liaison between SRTA Interoperability Department and our interoperable partners
- Reviews and investigates Better Busine Bureau (BBB) and Consumer Financial Protection Bureau (CFBP) complaints/inquiries
- Maintain and assure the utmost customer satisfaction possible
- Supervise Interoperability Services staff
- Oversee a team managing complex customer disputes and requests about toll transactions that cannot be resolved by Customer Service Center or storefront staff
- Develop, maintain and enhance business policies and procedures for Interoperability Services
- Recruit, and hire to ensure sufficient number of staff members are available to handle the workload
- Review team performance and provide coaching
- Maintain a high level of professionalism during all interactions
- Use the back-office system to review cases and team performance
- Communicate with customers, interoperable toll agencies, government partners and/or collections agencies when disputes or account issues are escalated
- Other tasks as assigned
JOB REQUIREMENTS:
- Requires an associates degree and/or 5+ years of customer service supervisory or management skills
- Skilled in organizing work, attention to detail and taking direction
- Knowledgeable of computer software including Microsoft Office
- Ability to make decisions independently and set priorities
- Skilled in managing time effectively, prioritizing work and handling multiple tasks in a timely manner
- Ability to write reports, and prepare business letters and summaries with proper format, punctuation, spelling and grammar, using all parts of speech.
- Effective usage of English grammar, syntax, punctuation, and proofreading
- Ability to use diplomacy and tact in dealing with the customers, interoperable agencies, colleagues, and subordinates
- Excellent written, verbal, and interpersonal communication skills
Job Types: Full-time, Part-time
Pay: $22.00 - $25.00 per hour
Benefits:
- 401(k)
- Dental insurance
- Health insurance
- Paid time off
- Vision insurance
Schedule:
- 8 hour shift
- Day shift
- Weekends as needed
Ability to Relocate:
- Atlanta, GA 30303: Relocate before starting work (Required)
Work Location: Hybrid remote in Atlanta, GA 30303