AECOM Customer Service Representative IV in Morrisville, North Carolina

Business Line Construction Services

Position Title Customer Service Representative IV

United States of America - North Carolina

Morrisville

Job Summary

AECOM is seeking a Customer Service Representative IV to be based in our Morrisville, North Carolina location.

Typical Responsibilities:

  • Answering routine telephone inquiries in a customer-oriented call center operations environment by following standard scripts and procedures and making any necessary follow-up outbound calls.

  • Knowledgeable in the processing of toll transactions and video bills in the system; receives, processes, and deposits payments; updates accounts and video bills as to their status; and opens new accounts.

  • Takes credit card payments over the phone for accounts, video notices, and new accounts.

  • Researches and resolves customer issues.

  • Processes and fills out multiple types of forms.

  • Writes and receives correspondence via fax, mail, and email.

  • Negotiates payments and fee reductions up to their established limits.

  • Performs data entry.

  • Documents phone calls and actions in the database.

  • Receives and processes account update requests from inbound phone calls and mail, as directed.

  • Records individual completed daily work statistics.

  • Troubleshoots situations accurately, quickly and efficiently for customers on the phone, in person or via electronic communication.

  • Helps other departments with their tasks when work volume is low.

  • May be assigned to the following tasks:

  • Ferry Reservation Requests and Inquiries

  • Store Front Operations

  • Fulfillment of Transponders

  • Payment Processing

  • Service Request Processing

  • Mail Processing

  • Collections Accounts Processing

  • DMV Hold Processing

  • Mail house document quality review (QC)

Minimum Requirements

Education:

Proof of High School Diploma or Graduate Equivalency Diploma (GED).

Experience:

  • Must have 3 (Three) years prior customer service or call center experience.

  • Must have 520 hours experience in the toll collections industry

  • Basic computer knowledge.

Skills:

  • Outstanding verbal communication skills (phone etiquette).

  • Detail oriented, ability to multi-task, and highly organized.

  • Strong data entry and computer skills.

  • Ability to work under stress and in moments of crisis.

  • Must be able to meet exceptional levels of quality and meet performance standards required by the contract.

  • Must be flexible and can adjust to other duties of the CSC based on business needs.

Preferred Qualifications

Additional Information:

  • Qualified applicants who are offered a position must pass a pre-employment substance abuse test.

  • Relocation benefits are not available for this position.

  • This position does not include sponsorship for United States work authorization.

What We Offer

AECOM is a place where you can put your innovative thinking and business skills into high gear and work alongside other highly intelligent and motivated people. It's a place where you can apply your skills to some of the world's most challenging, interesting, and meaningful projects worldwide. It's a place that values the diversity of our areas of practice and our people. It's what makes AECOM a great place to work and grow. AECOM is an Equal Opportunity Employer.

At AECOM, employee's safety and security are our top Safeguarding core value. All employees are expected to set the highest level of safety expectation in their work, display the highest level of safe behavior, and actively participate in AECOM's Safety For Life Program. SH&E is a part of our company culture and participation is required for all employees.

NOTICE TO THIRD PARTY AGENCIES: Please note that AECOM does not accept unsolicited resumes from recruiters or employment agencies. In the absence of a signed Recruitment Fee Agreement, AECOM will not consider or agree to payment of any referral compensation or recruiter fee. In the event a recruiter or agency submits a resume or candidate without a previously signed agreement, AECOM explicitly reserves the right to pursue and hire those candidate(s) without any financial obligation to the recruiter or agency. Any unsolicited resumes, including those submitted to hiring managers, are deemed to be the property of AECOM.

Job Category Transportation Operations Management / Traffic Monitoring

Business Group Construction Services Group (CS)

Country United States of America

Position Status Full-Time

Requisition/Vacancy No. 187353BR

Qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, sexual orientation, gender identity, disability or protected veteran status.