Customer Service Representative

Illinois Tollway; Downers Grove (IL); On-site; USD 36,000 - 52,000; Full time

Job summary

Illinois Tollway is seeking a dedicated Customer Service Representative to be the primary contact for customers, providing accurate information on I-PASS, invoices, and related accounts. You will work under supervision, handling inquiries with a focus on timeliness and accuracy.

The role requires 3–5 years in customer service, strong communication, cash handling skills, and the ability to adapt to varying schedules. Travel to other locations may be required; PCI compliance is essential.

Qualifications

• Minimum of three to five years of customer service experience in retail, sales, call center, or similar environment.
• Excellent verbal and interpersonal communication skills.
• Previous cash handling experience required.
• Superior organizational, problem-solving and critical-thinking abilities.
• Must be proficient with Microsoft Office and basic computer skills.

Responsibilities

• Interact with customers via telephone, email, or in person to provide support and information on I-PASS and related accounts.
• Process customer financial applications and payments; perform reconciliation activities and investigate account issues.
• Educate customers on I-PASS products to promote adoption and value for patrons.
• Handle large volumes of mail and transactional requests including payments, new applications, and inquiries.
• Maintain confidentiality in accordance with PCI Standards/Compliance.

Skills

Customer service experience

Verbal & interpersonal communication

Cash handling

Organizational & problem-solving

Microsoft Office

Education

High School diploma or GED

Tools

Microsoft Office

Job description

The Illinois Tollway is dedicated to providing and promoting a safe and efficient system of highways while ensuring the highest possible level of service to our customers. Whether it's I-PASS, the Move Illinois Program, open road tolling or keeping you safe with our H.E.L.P. trucks, we are committed to delivering great benefits and services to customers.

The Tollway is a user-fee system – no state or federal tax dollars are used to support maintenance and operations. Operations are funded by toll and concession revenues.

Under the leadership of the Board of Directors and Executive Staff, the Tollway is committed to achieving the following goals: increase collaboration with regional transportation and planning agencies, promote the regional economy, maintain financial integrity, foster environmental responsibility and sustainability, maintain the safety and efficiency of the Tollway system, further transparency and accountability, enhance customer service, and maintain public trust.

In support of this mission, Customer Service Representative(s) act as the primary point of contact for our customers helping to ensure that all customer inquiries handled both efficiently and accurately. The Customer Service Representative is also responsible for educating our customers on I-PASS products to provide a value-added experience for our patrons.

Essential Job Functions

Customer Service Representative responsibilities include but are not limited to:

• Interacting with customers via telephone, email or in person to provide support and information on I-PASS and invoice accounts with limited supervision while meeting timeliness and accuracy standards
• Processing customer financial applications, processing payments, performing reconciliation activities and investigating issues related to customer accounts
• Educating customers on the advantages of our I-PASS products to further improve market penetration levels
• Handling large volumes of mail including, but not limited to, payments, new applications, inventory/transponder requests, account updates, and customer complaints and/or questions.
• Handling extremely confidential information in accordance with PCI Standards/Compliance
• Performs other duties as needed

Qualifications

Education (Required)

• High School graduate or GED Equivalent

Skills and Experience (Required)

• Minimum of three to five years of customer service experience working within a retail, sales, call center or similar customer service environment.
• Excellent verbal and interpersonal communication skills
• Previous cash handling skills are required
• Superior organizational, problem-solving and critical-thinking skills
• Ability to use a range of technology and tools, including but not limited to Microsoft Office
• Must be willing to travel to other locations, if needed
• Must be able to work varying schedules, including but not limited to weekend shifts
• Candidates must score 75% or higher on a typing test in order to be granted an interview

Skills and Experience (Preferred)

• Knowledgeable of the Tollway back office system(s):
• Electronic Toll Collection, specifically SAP ATS

The Illinois Tollway is committed to creating a diverse environment and is proud to be an equal employment opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, marital status, national origin or ancestry, disability, unfavorable discharge from military services, age, order of protection status, military status, sex or sexual orientation.

“All stated experience for each question listed within the Supplemental Question Section must also be reflected in the "Work Experience" section of your application or in your resume. Failure to do so, or overstating experience, will result in receiving no credit for your answer, and may result in your disqualification from consideration.”