Job Details

ERC covers the commuting cost of tolls at the Elizabeth River Tunnels for our employees. ERC is currently offering a hybrid schedule for the call center: employees work 5 days in the office and 5 days from home after 90 days of employment. Shift: 8:00?am?5:00?pm Monday?Friday (training is 8:00?am?5:00?pm for 4 weeks). Starting rate: $19.50. In an effort to provide a safe work environment, ERC requires all employees to be fully vaccinated unless a medical or religious accommodation is requested and approved.

Position Summary

Responsible for providing excellent customer service via phone, email, face?to?face, mail, and/or social media in a prompt and courteous manner. Resolves customer questions and problems regarding accounts, payments, products, and services. Completes and maintains related reports, records, and files.

Essential Functions and Accountabilities

• Assumes responsibility for the effective and professional completion of Customer Care Representative functions.
• Receives customer telephone questions and complaints in a professional manner.
• Completes research and resolves documentation errors or discrepancies; forwards more complex problems to Customer Care Supervisor.
• Provides general information to customers on company policies, procedures, and programs.
• Provides basic information on accounts, orders, payments, products, and services while converting calls into payments based on account balances.
• Performs basic maintenance functions on accounts.
• Maintains and projects the companys professional reputation.
• Assumes responsibility for establishing and maintaining effective coordination and working relationships with area personnel and with management.
• Completes weekly customer service statistical reports.
• Keeps supervisor informed of area activities and significant problems.
• Completes required reports and records accurately and promptly.
• Attends and participates in meetings as required.
• Assumes responsibility for related duties as required or assigned.
• Assists other departments as necessary.
• Performs related clerical duties as needed.
• Keeps work area clean, secure, and well maintained.
• Actively and professionally cross?sell company products and services.

Performance Measurements

• Customer Care Representative functions are efficiently, effectively, and accurately performed in accordance with established policies, standards, and security procedures.
• Good business relations exist with customers; problems and complaints are promptly and professionally addressed and resolved.
• Accurate and complete information is provided to customers on ways to save through education on E?ZPass and other applications.
• Good working relationships and coordination exist with area personnel and with management; appropriate assistance is provided to area staff as needed; supervisor is informed of activities.
• Required reports and records are accurate, complete, and timely.
• The companys professional reputation is conveyed and maintained.

Qualifications

Education/Certification

High school graduate or equivalent.

Experience Required

At least six months of experience in a call center.

Skills and Abilities

• Excellent communication and public relations skills.
• Ability to work well under pressure.
• Ability to use a personal computer and related software applications, including Microsoft Word and Excel.
• Solid math skills and bookkeeping abilities.
• Proficient typing skills.
• Willingness to work a flexible schedule as required by the customer service center.
• Ability to obtain a criminal?history background check, drug screen, and a valid Virginia drivers license.
• Must have a quiet location to work from.

Physical Activities and Requirements

• Using primarily fingers to make small movements such as typing, picking up small objects, or pinching fingers together.
• Talking: frequently convey detailed or important instructions or ideas accurately, loudly, or quickly.
• Average hearing: able to hear average or normal conversations and receive ordinary information.
• Repetitive motions: movements frequently and regularly required using the wrists, hands, and/or fingers.
• Average visual abilities: average, ordinary visual acuity necessary to prepare or inspect documents or products, or operate machinery.
• Physical strength: sedentaried work; sitting most of the time; exert up to 10?lbs. of force occasionally.

Working Conditions

No hazardous or significantly unpleasant conditions (typical office environment).

Mental Activities and Requirements

• Reasoning ability: apply common sense to carry out detailed but uninvolved instructions and to deal with problems involving a few variables.
• Mathematics ability: perform basic arithmetic operations with money and simple calculations.
• Language ability: use a passive vocabulary of 5,0006,000 words; read at a slow rate; define unfamiliar words; write complex sentences with proper punctuation; communicate in complex sentences with appropriate tense and vocabulary.

Elizabeth River Crossings OpCo, LLC is an equal?opportunity employer. In accordance with applicable law, we prohibit discrimination based on race, color, religion, sex (gender), age, national origin, ancestry, citizenship, physical or mental disability, military or veteran status, medical condition, genetic information, sexual orientation, or any other category protected by federal, state, or local laws.