Customer Service Supervisor-WV Parkways Authority-Kanawha Co.

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

CUSTOMER SERVICE SUPERVISOR-WV PARKWAYS AUTHORITY-KANAWHA CO.

Location of position: Charleston, WV

Hourly Rate: $23.35-$26.66

Eligible for Overtime

The Customer Service Supervisor is responsible for overseeing daily operations within the Customer Service Center (CSC). This position provides leadership, guidance, and operational support to Customer Service Representatives (CSRs) while ensuring accuracy, efficiency, and professionalism in all E-ZPass and violation system activities. The Supervisor works closely with the Customer Service Manager to maintain workflow standards, resolve escalated issues, monitor performance, and ensure compliance with all WVPA policies and customer service expectations.

Key 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.

Requirements

• High School Diploma or GED required
• Minimum of two (2) years CSR experience within the WV Parkways required
• Supervisory experience preferred

Candidates are required to have experience utilizing a tolling back-office system.

Must be able to pass a background check.