MDTA Customer & Revenue Agent Lead

COMTO; Maryland; On-site; USD 70,000 - 90,000; Full time

Job summary

The Maryland Transportation Authority (MDTA) is seeking a CARA Lead to direct a team dedicated to improving customer experiences for travelers on MDTA roadways. You will assign tasks, resolve issues, and manage workload to maximize satisfaction and productivity, with responsibilities spanning the E-ZPass Customer Service Center and complex toll programs across multiple facilities.

This role requires leadership, extensive customer service experience, and the ability to work rotating shifts

Qualifications

• High school diploma or equivalent required.
• Five years of clerical or accounting experience involving money handling and customer service.
• Driver's license valid in Maryland; license number and expiration date must be listed.

Responsibilities

• Lead a team of CARA agents to improve customer experiences and resolve issues.
• Assign tasks, solve problems, and manage unit workload to maximize satisfaction and productivity.
• Assist with supervising the E-ZPass CSC and more complex E-ZPass/Video toll programs.
• Rotate between facilities, supervising CARAs I–III as needed.

Skills

Customer service

Clerical

Accounting experience

Education

High school diploma or equivalent

Job description

OPEN RECRUITMENT

Nature of Work:

The MDTA Customer & Revenue Agent (CARA) Lead is responsible for leading a team of agents dedicated to improving internal and external customer experiences for those who travel on MDTA roadways by resolving customer issues. The incumbent functions as the lead worker by assigning tasks, solving problems, making informed decisions, and managing unit workload to achieve maximum customer satisfaction and productivity. In addition, this position is responsible for assisting with supervising the face-to-face, day-to-day functions of the E-ZPass Customer Service Center (CSC) as well as for leading the more complex E-ZPass/Video toll programs. An individual in this position leads a unit of MDTA CARAs (I, II, & III) that may rotate between facilities.

Employees receive general supervision from the MDTA CARA Supervisor or other designated official. Employees in this class may be assigned to a rotating or permanent shift that involves evening and weekend work. The work requires some lifting of moderately heavy items. The eligible list established from this recruitment may be used to fill future vacancies at other facilities throughout the MDTA.

The current vacancy exists in Montgomery County/Prince George's County. The incumbent will work a rotating schedule between the E-ZPass CSC/MVA in Upper Marlboro, MD, the E-ZPass CSC/MVA in Beltsville, MD, and the E-ZPass CSC/MVA in Gaithersburg, MD.

MDTA employees are offered a generous benefits package including a minimum of 11 paid holidays, a minimum of 27* days of leave annually (personal, vacation, and sick), access to the State Pension System, deferred compensation plans, excellent health, dental, and vision plans, and more! *May be prorated based on start date

MINIMUM QUALIFICATIONS

Education:

Graduation from a standard high school or possession of a high school equivalency certificate.

Experience:

Five years of clerical or accounting experience involving the receipt of, handling of, and accounting for money and/or checks and credit cards in connection with commercial or government activities and including the provision of customer service to the public.

Your placement on an eligible list may be based solely on the contents of your application; therefore, it is essential that you provide complete and accurate information. Please include all relevant experience on your application. This includes but is not limited to, full or part-time, volunteer, military, acting capacity, or any other experience that is relevant to the position you are applying for. If you have held more than one (1) position at the same employer, please list each position that you held and the length of time that you held each position.

Licenses & Certifications

Applicants must possess a Driver's License valid in the State of Maryland. Applicants must list the license number and date of expiration on the application.

Additional Information

1. This is an "Emergency Essential" classification subject to emergency release procedures. Employees in this classification must be willing and available to remain on or report for duty day or night, in order to maintain continuous operation of a facility.
2. Employees in this classification are considered "Essential Employees" and shall sign and agree to all policies and procedures relating to "Essential Employee" status.

All applications must be received by 11/9/2026.

Please be advised that the State of Maryland is dedicated to a drug‑free workplace, and as a result, employees are subject to the State's Substance Abuse Policy to include possible drug testing. Selected candidate(s) may be subject to background and reference checks.

The incumbent in this position may be a member of a covered bargaining unit.

The Maryland Transportation Authority is not sponsoring new employees in the application of the H-1B Visa or providing an extension of an existing H-1B Visa at this time due to budgetary constraints. All applicants must be legally authorized to work in the United States under the Immigration Reform and Control Act of 1986. Federal regulations prohibit H-1B Visa candidates from paying sponsorship fees, all sponsorship fees must be assumed by the potential employer.

WE ARE AN EQUAL-OPPORTUNITY EMPLOYER. MDTA does not discriminate based on age, ancestry, color, creed, gender identity or expression, genetic information, marital status, mental or physical disability, national origin, race, religious affiliation, belief or opinion, sex, or sexual orientation.

MDOT has various careers for people of all experiences, backgrounds, and abilities who come together to contribute to one mission - connecting our customers to life’s opportunities. Join us in serving our Maryland residents, visitors, and businesses!

Reasonable Accommodations for persons with disabilities will be provided upon request. Appropriate auxiliary aids and services for qualified individuals with disabilities will be provided upon request. Please notify in advance. MD Relay Service Number 1-800-735-2258 (TTY Number: 711).

Bilingual applicants are encouraged to apply.