CSC Sr Specialist

NTTA; Town of Texas, Northern (WI, KY); Hybrid; USD 42,000 - 48,000; Full time

Benefits offered by this job

Starting wage $21.50/hr

Job summary

NTTA is seeking a CSC Sr. Specialist to lead the Customer Service team, guiding specialists and resolving complex inquiries and account issues. You will authorize adjustments, monitor performance, and drive quality assurance alongside internal and external partners.

The role spans Front Counter, Call Center, and Support Services, requiring in-person transactions, payments, and citation resolutions. Eligibility to work in the U.S. is required; H1‑B sponsorship is not offered.

Qualifications

• Minimum High School Diploma or GED required.
• Fluency in English (speaking, reading, writing).
• Typing speed of at least 30 WPM.
• Two years of related experience (customer service, operations, account management, cash handling, call center, or related).
• Preferred at least three years in senior/lead/mentoring roles.

Responsibilities

• Provide leadership and operational support to the Customer Service team for escalations and policy interpretation.
• Serve as SME on customer service systems, policies, and processes.
• Research and resolve complex inquiries, complaints, escalations, and account issues.
• Process and authorize transactions, service requests, payments, adjustments, and exceptions within authority.
• Support achievement of departmental goals with accurate, customer-focused service delivery.
• Collaborate with internal departments and external stakeholders to resolve issues.
• Monitor workflows, service levels, case activity, and performance to meet standards.
• Conduct quality reviews and provide coaching, training, and development support.
• Maintain records, documentation, inventory, financial controls, reconciliations, and audits.
• Analyze operations data, identify trends, and support process improvements and cross-functional projects.

Skills

Leadership

Customer service

Policy interpretation

Research and analysis

Education

High School Diploma or GED

Tools

Payment processing systems

Account management systems

Workflow management tools

Job description

Job Description The CSC Sr. Specialist serves as a subject matter expert and operational lead within the Customer Service organization, providing leadership, guidance, and support to Customer Service Specialists while resolving complex customer inquiries, escalations, account issues, and operational challenges. This role is responsible for conducting research, authorizing approved adjustments and exceptions, supporting employee development, monitoring workflow and performance, and ensuring accurate, timely service to customers and business partners. The CSC Sr. Specialist also supports quality assurance, reporting, process improvement initiatives, and collaboration with internal and external stakeholders to drive operational excellence and customer satisfaction. Positions are assigned to Support Services, Call Center, or Front Counter operations and may be required to provide cross functional support to multiple customer service functions based on business needs. Front Counter: In‑person customer transactions, account servicing, payment processing and citation resolution activities. Call Center: Phone‑based customer service operations, including customer inquiries, escalations, queue management, schedule adherence, and service level performance. Support Services: Back‑office customer service operations, including complex account research, case resolution, transaction reconciliation, quality reviews, reporting, inventory controls, and process improvement initiatives

Starting Rate: $21.50/hourly Retention Bonus: $1000.00

Applicants are required to be eligible to lawfully work in the United States immediately. This position is not available for H1‑B visa sponsorship.

RESPONSIBILITIES:

• Provide leadership, expertise, guidance, and operational support to Customer Service team, serving as a resource for escalations, policy interpretation, and problem resolution.
• Serve as a subject matter expert on customer service systems, policies, procedures, and business processes.
• Research, analyze, and resolve complex customer inquiries, complaints, escalations, and account‑related issues.
• Process, review, and authorize customer account transactions, service requests, payments, adjustments, and exceptions within established authority levels.
• Support the achievement of departmental goals by ensuring accurate, complaint, and customer-focused service delivery.
• Collaborate with internal departments, vendors, business partners, courts, and external agencies to resolve issues and support operational objectives.
• Monitor workflows, service levels, case activity, and operational performance to ensure quality and productivity standards are met.
• Conduct quality reviews and provide coaching, feedback, training, mentoring, and development support to enhance employee performance.
• Maintain accurate records, documentation, inventory, financial controls, reconciliations, reporting, and audit requirements.
• Analyze operational data, identify trends, support process improvements, and participate in special projects and cross‑functional initiatives.
• May be required to travel to and drive between customer service center locations as needed to support operational and business needs.

Qualifications:

• Minimum High School Diploma or GED, required.
• Fluency in English, including speaking, reading, and writing, required.
• Ability to type a minimum of 30 words per minute, required Two (2) years’ experience (customer service, operations, account management, cash handling, call center, support services, or related experience), required.
• Preferred Three (3) years of experience including: Serving in a senior, mentoring, training, lead or team support capacity.
• Previous experience in customer service leadership, team development, quality assurance, workflow management, or operational support.
• Experience working with payment processing, inventory controls, compliance requirements, reporting, or customer account management systems.
• Experience supporting process improvement initiatives, training programs, or cross‑functional operational projects.

NTTA is an Equal Opportunity Employer and does not discriminate on the basis of race, color, religion, sex, sexual orientation, gender identity, age, national origin, disability or veteran status.

NTTA is a political subdivision of Texas created to acquire, construct, maintain and operate toll roads in North Texas.

As a customer‑driven organization, NTTA delivers a safe and reliable toll system for millions of customers each year in one of the fastest growing regions in the United States.

NTTA is a vibrant organization with a highly qualified, energized and engaged team focused on achieving Excellence and we are looking for talented individuals to join us.

Our mission: We are committed to providing a safe and reliable toll road system, increase value and mobility options for our customers, operate the Authority in a businesslike manner, protect our bondholders, and partner to meet our region's growing need for transportation infrastructure.