Customer Service Representative - Store Front (Austin, Texas)

Position Description The Customer Service Representative (CSR) builds professional rapport and provides excellent customer service to all inquiries such as EZ TAG fulfillment, updating accounts, and standard violation resolution. Must maintain Payment Card Industry (PCI) compliance as it relates to collecting and processing payments. This position is required to meet defined quantitative and qualitative performance targets to maintain operational standards. The CSR increases and maintains expert knowledge of Harris County Toll Road Authority (HCTRA) products and services and is expected to keep up-to-date with policy, procedural, and product updates. Duties and Responsibilities: • Using available resources and defined research procedures, establishes professional and friendly rapport with customers by responding quickly and accurately to all inquiries regarding account activity, tag fulfillment, and standard violation resolution. • Maintains PCI compliance as it relates to collecting and processing payments with credit card and/or banking information. • Meets daily qualitative and quantitative targets to maintain operational standards. • Reconciles payments, toll tags, and prepares end-of-day reports as specified per section. • Builds expert and dynamic knowledge of HCTRA products and services; keeps abreast of all procedural and product updates and implementing as directed. Other Duties: This Job Description is not designed to cover or contain a comprehensive listing of activities, duties, or responsibilities that are required of the employee for this position. Management may, at its discretion, assign, or reassign duties and responsibilities to this job at any time. Requirements Education and Experience: High school diploma or G.E.D. equivalent from an accredited institution. Previous relevant customer service experience required. CSR III - 0-1 year of customer service experience Knowledge, Skills, and Abilities: • Ability to speak clearly, correctly and listen effectively. • Knowledge of basic math. • Good written and interpersonal skills. • Strong customer service skills. • Good analytical and organization skills. • Working knowledge of personal computers and related software; Microsoft Office including word processing, spreadsheets, and databases. • Must possess keyboarding skills of 30 wpm and 10-key touch. • Ability to work in a team environment and be open to change. • Multi-tasking capabilities; ability to think logically and time management organized, flexible, and goal-oriented. • Ability to exercise tact and to handle customer interactions in a fast, courteous and efficient manner. • Ability to establish and maintain effective working relationships with others. • Must be able to maintain confidentiality. Physical Demands: The position mostly requires sitting in an office environment, occasionally some standing, and light lifting, such as three or four reams of paper or books (up to 20 pounds or an equivalent weight) may be required. NOTE:Qualifying education, experience, knowledge, and skills must be documented on your job application. Youmustalso attach a resume to the application as supporting document butONLY information stated on the application will be used for consideration. "See Resume" will not be accepted for qualifications. General Information Position Type and Typical Hours Work: • This is a full time position. • Days of work and hours may vary based on business needs of the department and shift to include days, evenings, nights, and weekends. Work Environment: There are no major sources of discomfort. A normal office environment with acceptable lighting, temperature, and air conditions is provided. This role routinely uses standard office equipment such as computers, phones, photocopiers, filing cabinets and fax machines. Reporting Relations: Reports To Position: Lead CSR, CSR Supervisor Employment may be contingent on passing a drug screen and meeting other standards. Due to a high volume of applications positions may close prior to the advertised closing date or at the discretion of the Hiring Department. Equal Opportunity Statement Harris County is an Equal Opportunity Employer and is committed to providing equal employment opportunities to all employees and applicants without regard to race, color, religion, sex, national origin, age, pregnancy, disability, genetic information, or any other protected class in accordance with applicable federal and state laws. https://hrrm.harriscountytx.gov/Pages/EqualEmploymentOpportunityPlan.aspx If you need special services or accommodations, please call (713) 274-5445 or email:[email protected] Harris County offers a competitive benefits program, including comprehensive group health and related benefits plan as well as defined benefit retirement plan. The following list of benefits is offeredonlyto employees inregular(full-time)positions: • Medical • Dental • Vision • Wellness • Life Insurance • Long-term Disability • Employee Assistance Program • 10 days of vacation each year for the first five (5) years of service. Accrual rates increase based on years of service. • 10 county holidays plus one (1) floating holiday • Professional Development Opportunities • Dependent Care Reimbursement Plan • Healthcare Reimbursement Account • 457 Deferred Compensation Plan • Retirement pension (TCDRS) • Transportation Assistance (Metro RideSponsor Program) In accordance with the Harris County Personnel Regulations, Group Health and related benefits are subject to amendment or discontinuance at any time. Commissioners Court reserves the right to make benefit modifications on the County's behalf as needed. For plan details, visit the Harris County benefits website:https://benefitsathctx.com/