Customer Relations Clerk

About us:

In 2016, the Commonwealth of Virginia selected a Cintra-led consortium to finance, design, build, operate and maintain the express lanes on Interstate 66 Outside the Beltway. The project will transform this critical Northern Virginia artery to relieve congestion, improve safety and provide more predictable travel times. The project corridor extends approximately 22 miles along Interstate 66 from the Capital Beltway (I-495) to Gainesville (US Route 29). Once completed, the project will include three toll-free general-purpose lanes in each direction and two express lanes in each direction with a state-of-the-art open-road electronic toll collection system. Expanded transit service, park-and-ride lots and interchange enhancements will further improve travel along I-66. The project will also connect several shared use paths to create more multimodal options. As an innovative and efficient public-private partnership, this project will be completed at a $2.5 billion net savings for the Commonwealth of Virginia.

What makes us different? Our people come first. We want every single employee to develop both professionally and personally. With a strong focus on growth potential, we look to our internal employees as potential candidates for both national and international opportunities. We aim to achieve greatness by promoting from within every chance we get. We work hard and play hard and strive every day for success and achievement. With a diverse group of professionals working in a fast-paced environment, we achieve milestones constantly. And if that weren't enough, we also offer our employees highly competitive insurance benefits, Paid Time Off, and a matching 401(k) program.

Job Description:

Summary: The Customer Service Front Desk Clerk/Information Concierge - Back-Up Court Clerk is responsible for handling in-person customer interactions, processing payments, reconciling lockbox activity, managing cases, supporting dispute resolution, receiving deliveries and packages, and communicating with internal teams regarding expected guests and visitors. While working at the front desk, this position also assists with judicial operations and serves as the designated back-up to the Court Clerk, supporting docket preparation, pre-court settlement communications, court-day support, and reconciliation of court outcomes with customer accounts to ensure court-related processes continue without interruption.

Essential Duties and Responsibilities:

1.Operational Activities:

• Greeting guests and visitors entering 66 Express Outside the Beltway lobby
• Ensure the front desk and reception area are neat, welcoming, and stocked with the items needed for day-to-day operations
• Handle customer interactions with integrity, professionalism, and poise
• Use the Customer Relationship Management tool (CBO) to actively manage customer contacts, violation notices, and associated license plates
• Use Power BI to research and review roadside transactions and trip data to validate toll amounts billed through EZ-Pass or notice of violation
• Process payments and apply them to the appropriate notice, license plate, and/or customer contact
• Provide guidance, resources, and education regarding 66 Express Outside the Beltway, as applicable
• Research and resolve customer disputes by using established procedures and guidelines
• Set clear expectations with customers regarding the information needed to properly resolve their disputes
• Process payments attached to mailed disputes after a decision has been made
• Track and close cases as information is provided and/or the resolution period has ended
• Submit toll corrections for adjustments needed based on findings from customer disputes
• Perform additional duties as assigned

2. Judicial Operations Support (Back-Up Court Clerk):

• Serve as the designated back-up to the Court Clerk, assuming court clerk responsibilities during absences, scheduled time off, court-day conflicts, or periods of high volume, as directed by management
• Assist with judicial activities while maintaining front desk coverage, prioritizing time-sensitive court deadlines in coordination with the Judicial Operations team
• Create and distribute filled dockets for Prince William County and Fairfax County court dates, confirming docket information is complete and organized for court review
• Prepare prepaid dismissal and non-service forms and coordinate signatures with outside counsel for timely submission to the court
• Support the assembly of trial and continuance packages
• Contact customers prior to court regarding approved pre-court settlement options, explain available options, and document customer responses for appropriate follow-up
• Accurately document pre-court and post-court settlements, including agreement terms and payment arrangements, in the Customer Billing Office (CBO) system and monitor compliance
• Attend court on docket days as needed to sort summons (non-served, dismissed, paid, etc.), set up beside the attorney, and provide half sheets based on the requested resolution (in-court settlement, judgment, trial, or continuance)
• Update CBO with court outcomes, including judgments, payment plans, and other court-mandated actions, and reconcile court orders or settlements with customer accounts, correcting any discrepancies
• Respond within 24 hours to court and vendor emails addressed directly to you, and forward relevant court-related emails and meetings to Court team members not already copied
• Handle sensitive court and customer information with discretion and maintain confidentiality

3. Reporting:

• Recommend additional training or procedures to address trends observed while assisting customers and/or working in the reception area
• Immediately report system issues and customer account concerns to management
• Promptly communicate filing delays, docket issues, court discrepancies, and other judicial concerns to the Judicial Operations and Settlement Supervisor

Qualifications:

Knowledge, Skills, and Abilities: To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below represent the knowledge, skills, and abilities required for the role. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Education & Experience:

• High School Diploma or equivalent certification required
• Previous call center, customer service, and/or collections experience preferred, but not required
• Previous experience as a court clerk, legal assistant, or in a customer service role within a legal environment preferred

Professional Qualities:

• Strong written and verbal communication skills
• Strong active listening skills
• Exceptional rapport-building skills
• Patient and empathetic attitude
• Ability to adapt to change and transition effectively between tasks
• Ability to multitask, problem-solve, and support process improvements in a fast-paced environment
• Comfortable working in a fast-paced environment
• Moderate to advanced troubleshooting skills
• Strong organizational and time-management skills with the ability to balance front desk and judicial priorities
• Attention to detail and accuracy in documentation and reconciliation
• Ability to handle sensitive information with discretion and maintain confidentiality
• Bilingual (English & Spanish) is a plus

Computer Skills:

• Must demonstrate basic computer proficiency, especially in Microsoft Excel, Word, PowerPoint, and other PC-based programs
• Proficiency in using legal, court e-filing, and customer billing software systems (CBO)

Work Environment & Physical Demands:

The work environment characteristics described here are representative of those an employee may encounter while performing the essential functions of this job. The physical demands described here are representative of those that must be met to successfully perform the essential functions. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

• The noise level in the work environment is usually quiet.
• Specific vision abilities required by this job include the ability to adjust focus as necessary when using a computer.
• While performing the duties of this job, the employee is regularly required to talk or hear.
• The employee is frequently required to stand, walk, and sit.
• Required to work in Prince William County and Fairfax County courts on docket days as needed to support judicial operations; occasional extended hours may be required to meet court deadlines.
• Occasional lifting of files, paperwork, and court documents, typically not exceeding 20 pounds.

Compensation: $41,400 - $52,300 per year

The salary/hourly range above represents the full pay band for this position. Actual compensation offered will be determined based on a candidate's relevant experience, skills, certifications, and qualifications at the time of hire, and may fall at any point within this range. In limited circumstances, compensation above the posted range may be considered for an exceptionally qualified candidate.

I-66 Express Mobility Partners is committed to fair and equitable compensation practices. This role is eligible for a comprehensive benefits package, including health insurance, dental insurance, vision insurance, 401(k), paid time off, and supplemental benefits as outlined in the Company's program. Certain positions may also be eligible for an annual bonus.