Research Support Specialist

Verra Mobility; Arizona City (AZ); On-site; USD 42,000 - 64,000; Full time

Job summary

Verra Mobility is seeking a Research Support Specialist to research tolling and violation customer service disputes for rental agency customers and to assist with expedited client requests.

The role requires a self-starter with strong critical thinking, good judgment, and the ability to collaborate with internal teams and external authorities to bring timely resolutions; prior experience in admin, research or customer service is preferred, with strong Excel and written communication skills.

Qualifications

• 2+ years in administrative, research, customer service or transaction processing roles.
• Excellent reading and comprehension skills.
• Strong written communication to document activity in multiple systems.
• Intermediate skills with Microsoft products, including Outlook and Excel.
• Ability to analyze data to resolve complex issues and work under pressure.

Responsibilities

• Research tolling and violation disputes for rental agency customers and process related adjustments.
• Review and respond to multi-channel inquiries from renters and associated agencies.
• Prioritize daily workload based on task importance and track service inquiry trends.
• Create clear, complete documentation and notes for all inquiries.
• Assist with customer service calls when needed to meet service level objectives.

Skills

Administrative experience

Research

Customer service

Data analysis

Microsoft Excel

Written communication

Tools

Outlook

Excel

CRM systems

Job description

Verra Mobility is a global leader in smart mobility. We develop technology-enabled solutions that help the world move safely and easily. We are fostering the development of safe cities, working with police departments and municipalities to install over 4,000 red-light, speed, and school bus stop arm safety cameras across North America. We are also creating smart roadways, serving the world's largest commercial fleets and rental car companies to manage tolling transactions and violations for over 8.5 million vehicles. And we are a leading provider of connected systems, processing nearly 165 million transactions each year across 50+ individual tolling authorities.

Position Overview:

The Research Support Specialistis responsible for researching and completing tolling and violation customer service disputes for rental agency customers and assisting with client expedited requests. This position also interacts with internal departments, Tolling Authorities, Issuing Authorities and Collections Agencies to bring resolution to renter disputes.

A successful candidate must be a self-starter, have a high degree of critical thinking, good judgment, and the ability to work collaboratively with individuals/teams in a result-oriented environment with changing priorities.

• Research complex customer service cases, process billing adjustments, and communicate resolutions to customers and/or clients for tolls and violations.
• Review, respond and/or resolve multi-channel written inquiries from vehicle renters and other associated agencies and businesses.
• Prioritizing daily workload based on importance of assigned tasks.
• Track and communicate abnormal service inquiry trends to leadership.
• Create clear complete documentation and notes for all inquiries
• Assist with customer service calls when needed for service level objectives.
• Assist with other tasks necessary.

Qualifications:

• Previous experience in an administrative, research, customer service or transaction processing position 2+ years.
• Excellent reading and comprehensive skills
• Interpersonal written communication skills to accurately document activity in multiple systems and in proper business writing
• Intermediate skills with Microsoft Products (including Outlook, Excel, etc.)
• The ability to analyze data to resolve complex issues.
• Demonstrates high sense of urgency and personal initiative related to customer service and problem resolution.
• The ability to multi-task and thrive under pressure in a team environment.
• Executes all duties with follow-through and professionalism, demonstrating a high level of business ethics.

Aligned with Verra Mobility Values:

• Do What’s Right – We’ve committed to doing the right thing for each other and for our customers – integrity is our DNA
• Lead With Grace – We embrace the importance of our colleagues and customers and always treat them with kindness and grace.
• Own It – We foster a culture of accountability and excellence, where going the extra mile is standard practice.
• Win Together – We are ambitious and like to win, but we know we win more when we include others and work together.

Verra Mobility Values

An ideal candidate for this role naturally works in alignment with the Verra Mobility Core Values:

• Own It.We focus on high performance and drive toward breakthrough outcomes. Our employees ensure accountability, optimize and align work, focus on the customer, and cultivate innovation.
• Do What’s Right.We champion integrity and good character. Our team members model ethical behavior, demonstrate good judgment and are courageous.
• Choose Courage Over Comfort. We lean into the conversations, decisions and actions that move the business forward, even when they feel uncomfortable. We challenge assumptions, address issues early and prioritize progress over ease.
• Win Together. We believe in growing and inspiring people together. We seek people who collaborate, value differences, think and act globally, foster an engaging work environment, and recognize and develop others.

Verra Mobility is an Equal Opportunity Employer. Qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, sexual orientation, gender identity, disability or protected veteran status.