Tolling Customer Service Supervisor - Lead & Escalations

State-of-West-Virgini; West Virginia; On-site; USD 32,000 - 37,000; Full time

Benefits offered by this job

Overtime eligible

Job summary

WV Parkways Authority in Charleston, WV is seeking a Customer Service Supervisor to lead the CSC team, oversee tolling back-office operations, and ensure accurate handling of E-ZPass and violations. The role requires strong leadership, accuracy, and adherence to policies.

The position offers an hourly rate of $23.35–$26.66 and overtime eligibility, with responsibilities covering daily supervision, issue escalation, workflow management, and performance monitoring within a tolling environment.

Qualifications

• Minimum of two years CSR experience within the WV Parkways required.
• Supervisory experience preferred.
• Candidates 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.

Skills

CSR experience

Supervisory experience

Background check

Education

High School Diploma or GED

Tools

Tolling back-office system

Job description

WV Parkways Authority in Charleston, WV is seeking a Customer Service Supervisor to lead the CSC team, oversee tolling back-office operations, and ensure accurate handling of E-ZPass and violations. The role requires strong leadership, accuracy, and adherence to policies.

The position offers an hourly rate of $23.35–$26.66 and overtime eligibility, with responsibilities covering daily supervision, issue escalation, workflow management, and performance monitoring within a tolling environment.