I-PASS Toll Center Agent - Remote Eligible

Chicago Lighthouse for People Who Are Blind or Visually Impaired; Chicago (IL); On-site; USD 25,000 - 26,000; Full time

Benefits offered by this job

12 paid holidays

6 sick days accrued over the year

Employee recognition events

Company matched 401(k) plan

Reasonably priced food options on site

Job summary

The Chicago Lighthouse for People Who Are Blind or Visually Impaired is hiring a Contact Center Agent to provide high-quality customer support for I-PASS accounts, billing issues, and general inquiries in a fast-paced call center environment.

You will respond to inquiries, process payments, and maintain accurate account documentation while upholding privacy standards and PCI compliance. Training lasts four weeks, with potential transition to remote work after the initial period.

Qualifications

• High School diploma or equivalent required.
• Must speak English clearly and professionally.
• 1–2 years contact center experience preferred.
• 1–2 years of customer service experience required.
• Bilingual English/Spanish a plus.
• Typing speed of at least 25 words per minute with about 90% accuracy.
• Intermediate computer skills and the ability to navigate through multiple data screens.

Responsibilities

• Adhere to the Privacy Act as it relates to the confidentiality of information released.
• Must maintain up-to-date knowledge of the Illinois Tollway regulations and policies.
• Update customer accounts with accuracy and maintain appropriate documentation of phone inquiries.
• Utilize a Tollway application that immediately processes credit card payments to accounts while speaking with the customer.
• Make recommendations according to customer’s needs. Ability to empathize with and prioritize customer needs.
• All payments and adjustments must be posted to customers’ accounts in accordance with procedures for each of the I-PASS and Violation Enforcement System databases.
• Gather data from customer and other resources as needed for problem-solving and communicate to customer.
• Open, split and close customer I-PASS accounts in accordance with training guidelines.
• Effectively respond to inbound calls and customer call backs promptly, politely and professionally.
• Research available resources to accurately answer questions and offer options, as requested, to provide customer focused service and a positive impression of the organization.
• Open and close I-PASS accounts in accordance with training guidelines.
• All payments and adjustments must be posted to customers’ accounts in accordance with PCI compliance.
• Meet established call performance metrics (KPIs) on a weekly and monthly basis.
• Navigate between three (3) or more systems and tools to assist and service customers.
• Will be required to complete program training, as warranted, and successfully implement that knowledge in day-to-day operations.
• Any other duties as deemed necessary by supervisor.

Skills

Customer service

English proficiency

Typing 25 wpm

Multi-tasking

Bilingual English/Spanish

Education

High School diploma or equivalent

Tools

Data entry systems

Job description

The Chicago Lighthouse for People Who Are Blind or Visually Impaired is hiring a Contact Center Agent to provide high-quality customer support for I-PASS accounts, billing issues, and general inquiries in a fast-paced call center environment.

You will respond to inquiries, process payments, and maintain accurate account documentation while upholding privacy standards and PCI compliance. Training lasts four weeks, with potential transition to remote work after the initial period.