Customer Relations Clerk

Webber Waterworks; Manassas (VA); Presencial; USD 42.000 - 60.000; Jornada completa

Descripción de la vacante

Cintra-led consortium seeks a Customer Service Front Desk Clerk/Information Concierge to handle in-person inquiries, payments, and dispute processing for the 66 Express Outside the Beltway project. The role also serves as a back-up Court Clerk, assisting with docket prep, pre-court settlement communications, and court-day support.

The position requires professional interaction at the front desk, accurate payment processing, and coordination with internal teams to ensure smooth court-related

Formación

• Experience handling in-person customer interactions at a front desk.
• Ability to process payments and reconcile related activity accurately.
• Familiarity with toll systems and customer dispute resolution processes.

Responsabilidades

• Greet guests and visitors at the front desk lobby.
• Ensure front desk is neat, stocked, and welcoming for daily operations.
• Handle customer interactions with integrity and professionalism.
• Use the CBO CRM to manage notices, violations, and license plates.
• Use Power BI to review roadside transactions and validate tolls.
• Process payments and apply to notices or accounts.
• Provide guidance about 66 Express Outside the Beltway.
• Research and resolve disputes using established procedures.
• Set expectations for information needed to resolve disputes.

Conocimientos

Power BI

CBO CRM system

Herramientas

Customer Relationship Management tool (CBO)

Power BI

Descripción del empleo

About us:

In 2016, the Commonwealth of Virginia selected a Cintra-led consortium to finance, design, build, operate and maintain the express lanes on Interstate 66 Outside the Beltway. The project will transform this critical Northern Virginia artery to relieve congestion, improve safety and provide more predictable travel times. The project corridor extends approximately 22 miles along Interstate 66 from the Capital Beltway (I-495) to Gainesville (US Route 29). Once completed, the project will include three toll-free general-purpose lanes in each direction and two express lanes in each direction with a state-of-the-art open-road electronic toll collection system. Expanded transit service, park-and-ride lots and interchange enhancements will further improve travel along I-66. The project will also connect several shared use paths to create more multimodal options. As an innovative and efficient public-private partnership, this project will be completed at a $2.5 billion net savings for the Commonwealth of Virginia.

What makes us different? Our people come first. We want every single employee to develop both professionally and personally. With a strong focus on growth potential, we look to our internal employees as potential candidates for both national and international opportunities. We aim to achieve greatness by promoting from within every chance we get. We work hard and play hard and strive every day for success and achievement. With a diverse group of professionals working in a fast-paced environment, we achieve milestones constantly. And if that weren't enough, we also offer our employees highly competitive insurance benefits, Paid Time Off, and a matching 401(k) program.

Job Description:

Summary: The Customer Service Front Desk Clerk/Information Concierge - Back-Up Court Clerk is responsible for handling in-person customer interactions, processing payments, reconciling lockbox activity, managing cases, supporting dispute resolution, receiving deliveries and packages, and communicating with internal teams regarding expected guests and visitors. While working at the front desk, this position also assists with judicial operations and serves as the designated back-up to the Court Clerk, supporting docket preparation, pre-court settlement communications, court-day support, and reconciliation of court outcomes with customer accounts to ensure court-related processes continue without interruption.

Essential Duties and Responsibilities:

1. Operational Activities:
   • Greeting guests and visitors entering 66 Express Outside the Beltway lobby
   • Ensure the front desk and reception area are neat, welcoming, and stocked with the items needed for day-to-day operations
   • Handle customer interactions with integrity, professionalism, and poise
   • Use the Customer Relationship Management tool (CBO) to actively manage customer contacts, violation notices, and associated license plates
   • Use Power BI to research and review roadside transactions and trip data to validate toll amounts billed through EZ-Pass or notice of violation
   • Process payments and apply them to the appropriate notice, license plate, and/or customer contact
   • Provide guidance, resources, and education regarding 66 Express Outside the Beltway, as applicable
   • Research and resolve customer disputes by using established procedures and guidelines
   • Set clear expectations with customers regarding the information needed to properly resolve their disputes
   • Process payments attached to mailed disputes after a decision has been made
   • Track and close cases as information is provided and/or the resolution period has ended
   • Submit toll corrections for adjustments needed based on findings from customer disputes
   • Perform additional duties as assigned
2. Judicial Operations Support (Back-Up Court Clerk):
   • Serve as the designated back-up to the Court Clerk, assuming court clerk responsibilities during absences, scheduled time off, court-day conflicts, or periods of high volume, as directed by management
   • Assist
   • contact customers prior to court regarding approved pre-court settlement options, explain available options, and document customer responses for appropriate follow-up
   • Accurately document pre-court and post-court settlements, including agreement terms and payment arrangements, in the Customer Billing Office (CBO) system and monitor compliance
   • Attend court on docket days as needed to sort summons (non-served, dismissed, paid, etc.), set up beside the attorney, and provide half sheet