Customer Care Specialist II

Verra Mobility; Phoenix (AZ); On-site; USD 42,000 - 56,000; Full time

Job summary

Verra Mobility in Phoenix, AZ is seeking a Customer Care Specialist II to support rental car customers with tolls and violations. You will resolve inquiries with empathy and professionalism, aiming for first contact resolution and high customer satisfaction.

The role includes a clear training program, opportunities for growth, and a collaborative team environment. Strong communication and problem-solving skills are essential to succeed.

Qualifications

• Provide excellent customer service to rental car customers.

Responsibilities

• Provide customer service to rental car customers by addressing inquiries pertaining to tolls and/or violations.
• Use tools and resources to reach complete resolutions, aiming for first contact resolution.
• Develop and maintain knowledge of Verra Mobility services and processes.
• Exhibit effective verbal, interpersonal, and written communication tailored to the audience.
• Meet performance goals in productivity, efficiency, schedule adherence, quality, customer satisfaction and attendance.
• Other duties as assigned.

Job description

We are looking for a Customer Care Specialist with a passion for helping others and who is interested in joining our growing team and making a difference at Verra Mobility. This is not your average contact center! We take your success seriously! Our team has created a clear & dedicated training program that enables you to perfect your skills & become an expert with our products and services . Our program is built in layers for your career growth, we want you to own it!

You’re a great fit for this role if you are a motivated team player with a positive attitude, are tenacious and able to think critically through solutions, you have an empathetic nature, and believe that 80% of success is showing up. If you enjoy working in a fast-paced environment, pushing yourself to always improve and serving customers come join our exciting team!

Essential Responsibilities

What you’ll do:

• As a Customer Care Specialist II you will provide customer service to rental car customers by addressing inquiries pertaining to tolls and/or violations. You will provide information or guidance to rental car customers using a positive, empathetic and professional approach
• Use appropriate tools and resources to reach a complete and accurate resolution focusing on first contact resolution
• Develop and maintain product, process and technical knowledge related to services
• Exhibit effective verbal, interpersonal, and written communication skills tailored to the audience
• Meet the performance goals established for the position in the areas of productivity, efficiency, schedule adherence, quality, customer satisfaction and attendance
• Other duties as assigned

Verra Mobility Values

An ideal candidate for this role naturally works in alignment with the Verra Mobility Core Values:

• Own It. We focus on high performance and drive toward breakthrough outcomes. Our employees ensure accountability, optimize and align work, focus on the customer, and cultivate innovation.
• Do What’s Right. We champion integrity and good character. Our team members model ethical behavior, demonstrate good judgment and are courageous.
• Choose Courage Over Comfort. We lean into the conversations, decisions and actions that move the business forward, even when they feel uncomfortable. We challenge assumptions, address issues early and prioritize progress over ease.
• Win Together. We believe in growing and inspiring people together. We seek people who collaborate, value differences, think and act globally, foster an engaging work environment, and recognize and develop others.

With your explicit consent which you provided as part of the application process, we will retain candidate personal data solely for the business purpose for which it was collected. In no event will we retain such data more than two (2) years following the closure of the recruitment process relating to the role for which you applied or in the event other related job opportunities arise within the company. Verra Mobility Applicant Privacy Notice Verra Mobility is an Equal Opportunity Employer. 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.