LA Metro Case Management Specialist

Overview of Role/Job Purpose: This position is responsible for supporting Customer Service Operations with complicated customer issues that need additional research and analysis to resolve customer service requests. Duties include reviewing, analyzing, and processing all customer service requests to completion. Responsible for reaching a resolution to open cases and always ensuring great customer service. The incumbent is responsible for maintaining great performance in sync with the department’s Key Performance Indicators and established goals.

Duties:

·        Specialist shall address all customer service needs relating to CSC including the following functions: new account application, transponder registrations, account updates/closures, account replenishment, transponder replacement/returns, transponder installation support, violation payments, toll/violation disputes, and general queries.

·        Ensure department Key Performance Indicators and Service Level is met for all back office operational activities.

·        Demonstrates consistent and strong performance in the areas of quality, productivity, and efficiency.

·        Understands customer needs, determines the appropriate course of action to meet those needs and completes or initiates the transaction. Exercises independent thinking in meeting customer expectations.

·        Combines knowledge of product, Business Rules, good work ethic, effective time management skills, and human relations skills to meet performance standards.

·        Demonstrates a commitment to learning quickly and effectively applying knowledge.

·        Handles complex customer issues; research and respond to customer service requests.

·        Identifies issues with systems and escalates case trends to Management staff.

·        Demonstrates a commitment to supporting a productive, positive work environment.

·        Willing and able to assist with all back-office responsibilities including mailroom and image quality review needs. This at times could include, receive, unload, check, and stock new transponder inventory, supplies, and customer materials as required (able to lift up to 50 pounds).

·        Performs other work as required and assigned.

Skills/Qualifications:

·        Previous customer service experience preferred.

·        Self-starter and proven record of meeting and exceeding performance metrics.

·        Proficient in Microsoft Applications including Excel, PowerPoint, Word, Outlook, and Microsoft Teams.

·        Excellent critical thinking and ability to research complex issues.

·        Excellent written, verbal, and interpersonal communication skills.

·        Dependable, accurate and detail oriented.

·        Knowledge of computer and internet applications.

·        Excellent written, verbal, and interpersonal communication skills with supervisors, peers, and customers.

·        Proficiency in keyboarding/data entry.

·        Time management skills (dependable, accurate, and detail oriented).

·        Ability to handle multiple tasks and prioritize effectively.

·        Excellent problem-solving, organizational, and analytical skills.

·        Time management skills (dependable, accurate, and detail oriented).

·        Ability to work independently and collaboratively.