Research Support Specialist

Verramobility; Oklahoma; On-site; USD 42,000 - 56,000; Full time

Job summary

Verra Mobility is seeking a Research Support Specialist to research tolling and violation disputes for rental agency customers and assist with expedited requests. You will interact with Tolling Authorities, Issuing Authorities and Collections Agencies to resolve renter issues.

A successful candidate is self-motivated with strong critical thinking, sound judgment and the ability to collaborate across teams in a fast-paced environment with shifting priorities.

Qualifications

• 2+ years in admin, research, customer service or transaction processing
• Excellent reading and comprehension skills
• Interpersonal written communication for proper business writing across systems
• Ability to analyze data to resolve complex issues
• Ability to multi-task and work under pressure in a team
• Demonstrates urgency and initiative in customer service and problem resolution
• Executes duties with follow-through and professionalism

Responsibilities

• 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
• Prioritize 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

Skills

Reading comprehension

Written communication

Microsoft Office

Data analysis

Multitasking

Team collaboration

Professionalism

Education

High School diploma

Tools

Microsoft Office

Job description

Who we are:

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.

Essential Responsibilities:

• 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:

• High School diploma

• 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.

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.