Customer Service Supervisor: Tolling & E-ZPass Lead

West Virginia; Charleston (WV); On-site; USD 66,907,000 - 76,392,000; Full time

Benefits offered by this job

Overtime eligible

Job summary

West Virginia Parkways Authority in Charleston, WV is seeking a Customer Service Supervisor to oversee the CSC operations, guiding CSRs and ensuring accurate E-ZPass and violation processing. The role works with the Customer Service Manager to maintain workflow standards and policy compliance.

Responsibilities include coaching staff, managing call/workflow levels, handling escalations, and ensuring timely responses to customer inquiries.

Qualifications

• High School Diploma or GED required.
• Minimum of two (2) years CSR experience within the WV Parkways required.
• Supervisory experience preferred.
• Experience using a tolling back-office system.
• Must be able to pass a background check.

Responsibilities

• Provide daily direction, coaching, and support to Customer Service Representatives.
• Monitor service levels and adjust workflow during high-volume periods.
• Serve as the primary point of contact for escalated customer issues.
• Assist with staffing coverage during breaks and absences.
• Oversee account adjustments including debits, credits, and toll corrections.
• Review CSR correspondence for accuracy.
• Review closed account documentation prior to approval.
• Prepare and review daily deposits and reports.
• Assist CSRs with end-of-shift balancing.
• Oversee image review workflow and ensure compliance.
• Monitor violation processing for accuracy and timeliness.
• Review customer emails and ensure timely responses.
• Maintain Non-Revenue E-ZPass accounts.
• Ensure workstations are clean and compliant.
• Support operational planning and improvements.
• Perform other duties as assigned.

Job description

West Virginia Parkways Authority in Charleston, WV is seeking a Customer Service Supervisor to oversee the CSC operations, guiding CSRs and ensuring accurate E-ZPass and violation processing. The role works with the Customer Service Manager to maintain workflow standards and policy compliance.

Responsibilities include coaching staff, managing call/workflow levels, handling escalations, and ensuring timely responses to customer inquiries.