FasTrak Customer Service Operations

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DESCRIPTION

DEADLINE TO APPLY IS SUNDAY, JANUARY 21, 2024 AT 11:59 PM IF YOU ARE INTERESTED, PLEASE APPLY IMMEDIATELY First round interviews tentatively scheduled for Thursday, February 1, 2024, or Friday, February 2, 2024 A resume and cover letter are not required with your application, but highly encouraged Be ready to rethink your assumptions about the public sector. Dedicated and motivated colleagues? Beautiful, high amenity building for on-site work and collaboration? Flexible schedules and hybrid work options? Yes, yes, and yes! The Metropolitan Transportation Commission (MTC) is the transportation planning, financing and coordinating agency for the nine-county San Francisco Bay Area. MTC is the federally designated Metropolitan Planning Organization (MPO) and the state designated Regional Transportation Planning Agency (RTPA) for the nine-county San Francisco Bay Area. MTC provides services to the Association of Bay Area Governments (ABAG). For more information about MTC, visit MTC, through the Bay Area Toll Authority (BATA), collects toll funds and uses that money to fund major projects that support bridges, roads and the Bay Area transportation network. The FasTrak Customer Service Center (CSC) manages millions of accounts and processes electronic toll transactions and toll evasion notices for seven state-owned toll bridges, the Golden Gate Bridge, and Bay Area Express Lanes. The FasTrak Customer Service Operations position operates as the escalation point of contact for Customer Service Center calls and emails that require research, problem solving, special handling, and/or enhanced communication of complex concepts; and reviews the underlying facts of the complaint, determines an appropriate solution, and delivers the response to the customer. This person will support law enforcement, subpoena appearances, and invoicing tasks. All employees at MTC are classified as Disaster Service Workers.

SKILLS AND ABILITIES

The ideal candidate will have the following knowledge, skills and abilities:

• Ability to quickly develop a thorough knowledge of the program, products/services offered, and a clear understanding of the program's policies.
• Strong commitment to delivering exceptional customer service. Highly developed customer service skills with the ability to communicate with customers in a professional and empathetic manner.
• Ability to exercise a large degree of individual discretion and judgement.
• Excellent attention to detail.
• Excellent communication skills, verbal and written.
• Proficiency in Microsoft Excel.

MINIMUM QUALIFICATIONS

An appropriate combination of education and experience that has provided the required knowledge, skills and abilities is qualifying. A typical way of obtaining the required qualifications is: Education: Bachelor's degree from an accredited college or university in an appropriate discipline related to the area of assignment, such as transportation planning, city and regional planning; transportation or civil engineering, financial management, economics, business or public administration. Applicants with a degree issued from an institution outside the United States must have their transcripts evaluated by an academic accrediting service and provide proof of equivalency along with their application. Experience: No professional working experience is required. Preferred Qualifications : Three years of increasingly responsible experience in an appropriate field related to the area of assignment. License/Certificate: Possession of a valid California Class C driver's license and a safe driving record, or the ability to provide alternate transportation which is approved by the appointing authority.

ESSENTIAL DUTIES AND RESPONSIBILITIES

Specific duties and responsibilities include, but are not limited to, the following:

• Operates as escalation point of contact for Customer Service Center (CSC) calls and emails that require research, problem solving, special handling, and/or enhanced communication of complex concepts. Reviews the underlying facts of the complaint, determines an appropriate solution, and delivers the response to the customer.
• Serves as a subject-matter expert for the FasTrak program.
• Law enforcement/subpoena appearances.
• Maintains accurate and detailed records of escalated cases, including customer interactions, actions taken, and resolutions provided.
• Stays updated on program knowledge, industry trends, and best practices related to customer service and escalations.
• Maintains the CSC procedure documentation repository.
• Provides administrative support for invoicing.
• Completes other activities as assigned including, but not limited to, performance and CSC metric reporting.
• Performs other job-related tasks and duties as needed or assigned by the Section.

THE FOLLOWING ARE AMONG THE BENEFITS OFFERED TO EMPLOYEES OF MTC:

• Public Employees Retirement System (PERS); employee contributes a portion of gross salary on a pre-tax basis.
  • MTC is subject to California Pension Reform and as of January 1, 2013 will offer two pension plans. The plan employee will receive will be based on the individual's historical pension plan membership. HR will discuss this directly with all final candidates.
• Health Benefits Insurance through the Public Employees' Retirement System (premiums are shared between agency and employee).
• Agency-paid Dental Insurance (dependent coverage shared by the employee and MTC).
• Agency-paid Vision Care Insurance, employees only (dependent coverage is paid in full by employee).
• Agency-paid Life, AD&D, Short Term and Long Term Disability Insurance.
• Eleven paid holidays per year.
• One day per month paid vacation leave; for each year of service, an additional day per year is granted to a maximum of 25 days per year.
• One day per month paid sick leave, with no limit to the amount of sick leave that can be accumulated. (May cash out up to 240 hours of accumulated sick leave upon separation from the Agency.)
• Personal Business leave; up to three (3) days per year depending upon date of hire.
• Monthly Transit/Parking Subsidy.
• Alternative employee-paid payroll savings plans (tax-deferred compensation plans).
• Two voluntary employee-paid pre-tax dependent care and flexible spending accounts available for employees to participate in.
• Voluntary Supplemental life insurance.