ITN-DOT-10/11-8003-SM
FPI No. 000164-1-8B-01
Florida Department of Transportation
INVITATION TO NEGOTIATE
FLORIDA'S TURNPIKE ENTERPRISE
ATTACHMENTS
BOCA CUSTOMER SERVICE CENTER
FLORIDA'S TURNPIKE ENTERPRISE
Attachments
Position Description
Position
Accounting – Grade 5
Reports To
Accounting Manager
I.
Department Accounting
Date Aug 2010
Position Summary: State why this position exists and its major purpose.
This position is responsible for the completion of SunPass account operations processes including customer
refunds, transfers and balance adjustments. The individual will examine, analyze, research and interpret
financial information on customer accounts. The individual in this position works under general supervision
and typically reports to a manager
Review the major areas of responsibility for this position.
A. Perform SunPass account transactions including approving refunds and transfers,
B. Research and analyze customer accounts for balance adjustments and toll credit adjustments
C. Processes customer transfers and refunds, and prepares and submits refund checks to manager for
approval.
D. Enter approved check refund requests into QuickBooks
E. Verify printed refund checks and prepare for distribution
F. Perform daily collection calls to SunPass customers
II.
Knowledge, Skills, and Abilities
A. List the knowledge, skills and abilities needed for this position.
KSA
KSA
Organization Skills
PC Skills
Time Management Skills
Data Entry Skills
Ability to Work Independently
Written Communication Skills
Excellent Verbal Skill
Ability to Follow-Through on Commitments
Ability to Produce, Interpret, and Assimilate
Data
Strong Decision Making Skills
Excellent Technical, Analytical, and Research
Skills
B. List the personal traits (behavior, attitudes) that are needed for this position.
Dependable and Stable
Consistent Analytical
Competent Decisive
Conscientious Disciplined
Page 1 of 2
Accurate and Detail Oriented
III. Nature/Scope
Significant dimensions of this position not covered elsewhere, i.e. volume of work, impact of work, who
benefits by the work performed, nature of the work environment, etc.
Accurate financial information is vital to the organization’s continued growth. All functions of this position benefit
the CSR’s to accurately provide information to the customers and to senior management to ensure accurate
accounting records and appropriate cash flow management.
IV. List what prior experience and qualifications are necessary to fill this position (include years of
experience if required).
High school diploma or equivalent. One year of prior accounting experience preferred.
V.
List in one sentence the job enhancements or next possible career options.
Accounting Specialist; Accounting Lead
Supervisor or Manager Signature
Title
Next Level of Management Signature
Title
Contractor Representative Signature
Title
Page 2 of 2
Position Description
Position
Accounting Lead– Grade 7
Reports To
Accounting Manager
I.
Department Accounting
Date Aug 2010
Position Summary: State why this position exists and its major purpose.
This position is responsible for assisting in the coordination and completion of SunPass accounting processes
including customer accounts, bank accounts, merchant accounts, inventory, and deposit applications. The
individual will also be responsible to assist in the coordination and completion of the work flow for the
completion of refunds, transfers and account adjustments. The individual will examine, analyze, research and
interpret financial information on customer accounts. The individual in this position works under general
supervision and typically reports to a manager
Review the major areas of responsibility for this position.
A. Assist in coordinating the workflow of the accounting teams including cataloging and distributing daily work.
Assist accounting team staff members in their daily responsibilities and assist in the preparation of the
Quality Assurance and Key Performance reporting.
B. Daily reconcile, analyze and research bank deposits for the Clearing, Merchant, and Coupon Accounts.
Performs analysis and follow-up on returned items and/or outstanding reconciliation items including, but not
limited to, deposit discrepancies, NSF checks, credit card charge backs, miscellaneous charges, and other
returned items. Research and analyze customer accounts for balance adjustments and toll credit
adjustments
C. Initiates problem resolution to customer issues/complaints with direct day-to-day contact with customers and
inter departments. Assist management in special projects and testing concerning customer accounts and
account software.
D. Assist in the Administration of the collection process with direct day-to-day contact with delinquent
customers and the external collection company. Reconcile posting of external collection payments to
customer accounts.
E. Perform SunPass account transactions including approving refunds, transfers and submits requests for
management approval. Enter approved check refund requests into QuickBooks. Print refund checks and
submit to management for final review and approval. Verify printed refund checks and prepare for
distribution. Process all retuned refund checks including all research and verification process and notify
management to void the check.
F. Prepares invoices for retail customers and monitors balances.
G. Assist in the weekly preparation of wire distribution.
II.
Knowledge, Skills, and Abilities
A. List the knowledge, skills and abilities needed for this position.
KSA
KSA
Organization Skills
Skilled in the use of Microsoft Windows based computer
software, including Excel, Word, and Access
Time Management Skills
Data Entry Skills
Ability to Work Independently
Written Communication Skills
Page 1 of 2
Excellent Verbal Skills and the ability to make
presentations
Ability to Follow-Through on Commitments
Ability to Produce, Interpret, and Assimilate Data
Strong Decision Making Skills
Excellent Technical, Analytical, and Research Skills
Knowledge of the collections process and procedures
Knowledge of accounting, bookkeeping, and
auditing practices
Knowledge of chargeback process
Ability to analyze customer accounts to make
appropriate financial decisions
Skilled in the use of Protobase software
Ability to work with outside financial institutions on
financial reconciliations and other special projects.
Reconciliations include high volume of credit card
transactions, customer checks, and customer
payments at outside financial institutions.
Skilled in the use of PAWS software preferred (Patron
Account WorkStation).
B. List the personal traits (behavior, attitudes) that are needed for this position.
Dependable and Stable
Accurate and Detail Oriented
Consistent Analytical
Competent Decisive
Conscientious Disciplined
III. Nature/Scope
Significant dimensions of this position not covered elsewhere, i.e. volume of work, impact of work, who
benefits by the work performed, nature of the work environment, etc.
Accurate financial information is vital to the organization’s continued growth. All functions of this position benefit
the CSR’s to accurately provide information to the customers and to senior management to ensure accurate
accounting records and appropriate cash flow management.
IV. List what prior experience and qualifications are necessary to fill this position (include years of
experience if required).
High school diploma or equivalent. Two years as an Accounting Specialist or three years of prior accounting
experience required.
V.
List in one sentence the job enhancements or next possible career options.
Accounting Supervisor
Supervisor or Manager Signature
Title
Next Level of Management Signature
Title
Contractor Representative Signature
Title
Page 2 of 2
Position Description
Position
Accounting Specialist – Grade 6
Reports To
Accounting Manager
I.
Department Accounting
Date Aug 2010
Position Summary: State why this position exists and its major purpose.
This position is responsible for the completion of SunPass accounting processes including customer accounts,
bank accounts, merchant accounts, inventory, and deposit applications. The individual will also be responsible
for the completion of refunds, transfers and account adjustments. The individual will examine, analyze,
research and interpret financial information on customer accounts. The individual in this position works under
general supervision and typically reports to a manager
Review the major areas of responsibility for this position.
A. Daily reconcile, analyze and research bank deposits for the Clearing, Merchant, and Coupon Accounts.
B. Performs analysis and follow-up on returned items and/or outstanding reconciliation items including, but not
limited to, deposit discrepancies, NSF checks, credit card charge backs, miscellaneous charges, and other
returned items. Research and analyze customer accounts for balance adjustments and toll credit
adjustments
C. Perform SunPass account transactions including approving refunds, transfers and submits requests for
management approval. Enter approved check refund requests into QuickBooks. Print refund checks and
submit to management for final review and approval. Verify printed refund checks and prepare for
distribution
D. Identify, research, report and track customer balance discrepancies.
E. Administers the collection process with direct day-to-day contact with delinquent customers
F. Prepares invoices for retail customers and monitors balances.
II.
Knowledge, Skills, and Abilities
A. List the knowledge, skills and abilities needed for this position.
KSA
KSA
Organization Skills
PC Skills
Time Management Skills
Data Entry Skills
Ability to Work Independently
Written Communication Skills
Excellent Verbal Skill
Ability to Follow-Through on Commitments
Ability to Produce, Interpret, and Assimilate
Data
Strong Decision Making Skills
Excellent Technical, Analytical, and Research
Skills
Ability to work with outside financial institutions on
financial reconciliations and other special projects.
Reconciliations include high volume of credit card
transactions, customer checks, and customer
payments at outside financial institutions
Page 1 of 2
B. List the personal traits (behavior, attitudes) that are needed for this position.
Dependable and Stable
Accurate and Detail Oriented
Consistent Analytical
Competent Decisive
Conscientious Disciplined
III. Nature/Scope
Significant dimensions of this position not covered elsewhere, i.e. volume of work, impact of work, who
benefits by the work performed, nature of the work environment, etc.
Accurate financial information is vital to the organization’s continued growth. All functions of this position benefit
the CSR’s to accurately provide information to the customers and to senior management to ensure accurate
accounting records and appropriate cash flow management.
IV. List what prior experience and qualifications are necessary to fill this position (include years of
experience if required).
High school diploma or equivalent. One year as an Accounting Clerk or two years prior accounting experience
preferred.
V.
List in one sentence the job enhancements or next possible career options.
Accounting Lead
Supervisor or Manager Signature
Title
Next Level of Management Signature
Title
Contractor Representative Signature
Title
Page 2 of 2
Position Description
Position
Accounting Supervisor – Grade 8
Reports To
Accounting Manager
I.
Department Accounting
Date Aug 2010
Position Summary: State why this position exists and its major purpose.
This position will be responsible for examining, analyzing, and interpreting financial information for the purpose
of preparing reconciliations and other financial reports. This position is a hands-on supervisory role - in which
the individual must lead the day to day operations of the group.
Review the major areas of responsibility for this position.
Supervise accounting clerks, specialists, and leads in their daily responsibilities. Oversee the workflow in
A. terms of calculating, posting, and recording of financial data.
Performs analysis and follow-up on returned items and/or outstanding reconciliation items including, but not
B. limited to, deposit discrepancies, NSF checks, credit card charge backs, miscellaneous charges, and other
returned items.
C. Initiates problem resolution to customer issues/complaints.
D. Develops and trains accounting clerks, specialists, and leads to enhance their careers.
E. Participates in the month-end accounting close-out process. Assists in the preparation of all financial
reports.
F. Assists management with the monitoring of toll revenue and transfer of toll revenue to the appropriate
revenue accounts
G. Performs auditing of quality assurance measures for each staff member.
H. Maintains and reconciles all general ledger accounts
I. Assists management in developing a new accounting system.
II.
Knowledge, Skills, and Abilities
A. List the knowledge, skills and abilities needed for this position.
KSA
KSA
Organization Skills
Skilled in the use of Microsoft Windows based
computer software, including Excel, Word, and
Access
Time Management Skills
Data Entry Skills
Ability to Work Independently
Written Communication Skills
Excellent Verbal Skills and the ability to make
presentations
Ability to Follow-Through on Commitments
Ability to Produce, Interpret, and Assimilate
Data
Strong Decision Making Skills
Excellent Technical, Analytical, and Research
Skills
Knowledge of the collections process and procedures
Knowledge of accounting, bookkeeping, and
auditing practices
Knowledge of chargeback process
Ability to analyze customer accounts to make
appropriate financial decisions
Skilled in the use of credit card processing software
Ability to work with outside financial institutions
on financial reconciliations and other special
projects. Reconciliations include high volume
of credit card transactions, customer checks,
and customer payments at outside financial
institutions.
Ability to supervise, teach, and coach a subordinate
staff.
Skilled in the use of PAWS software preferred
(Patron Account WorkStation).
B. List the personal traits (behavior, attitudes) that are needed for this position.
Dependable and Stable
Accurate and Detail Oriented
Consistent Analytical
Competent Decisive
Conscientious Disciplined
III. Nature/Scope
Significant dimensions of this position not covered elsewhere, i.e. volume of work, impact of work, who
benefits by the work performed, nature of the work environment, etc.
Accurate financial information is vital to the organization’s continued growth. All functions of this position benefit
the CSR’s to accurately provide information to the customers and to senior management to ensure accurate
accounting records and appropriate cash flow management.
IV. List what prior experience and qualifications are necessary to fill this position (include years of
experience if required).
Bachelor’s degree in accounting or related field and three years of prior accounting experience required.
V.
List in one sentence the job enhancements or next possible career options.
Accounting Manager
Supervisor or Manager Signature
Title
Next Level of Management Signature
Title
Contractor Representative Signature
Title
Position Description
Position
Administrative Staff Assistant – Grade 6E
Reports To
Administrative Services Manager
I.
Department Admin Services
Date Aug 2010
Position Summary: State why this position exists and its major purpose.
This is an Administrative Support position responsible for processing purchase requests and invoices in
accordance with Florida Statutes and Department of Management Services policies, procedures, and
guidelines. Responsible for the maintenance of Tolls Non-Revenue Access Card accounts and creation and
issuance of access cards as governed by Florida Statute 338.155i. This position is also responsible for
providing facility Receptionist duties as needed on a daily basis.
Review the major areas of responsibility for this position.
A. Processes purchase requests and creates Purchase Orders as needed. Processes invoices for monthly
utilities and contracts invoice transmittals, and all Purchase Order payments as received and approved.
B. Operates photocopying machines, calculators, computers, printers and facility PBX, and related equipment.
C. Organizes and maintains supply inventories for the facility.
D. Develops and drafts management reports, spread sheets, memos and correspondence as assigned by
management.
E. Schedules and maintains reservation logs for the facility fleet vehicles, conference rooms and audio/video
equipment.
F. Performs other work as required and assigned;
G. Provide input and / or assistance in formulating new policies and procedures; recommends changes to
existing policies and procedures as required to improve operations.
H.
Organize special projects as needed.
I. Ensures compliance with state and federal laws, rules and guidelines, and DOT/OTO policies, procedures
and guidelines.
J. Creates Code Red response letters as needed.
II.
Knowledge, Skills, and Abilities
A. List the knowledge, skills and abilities needed for this position.
KSA
KSA
Ability to organize and schedule the activities
of various resources.
Skilled in basic business mathematics.
Knowledge of administrative practices and
principles, and basic purchasing practices.
Skilled at using office equipment including personal
computers, fax machines, copiers, calculators, etc.
Ability to assist in identifying and documenting
administrative developmental needs.
Ability to maintain composure and professionalism in
pressure situations.
Skilled in written and verbal communication.
Ability to establish and maintain effective working
relationships with peers, superiors, and staff both
within and outside the immediate organizational
structure.
Ability to work independently with minimal
supervision.
Ability to handle and maintain confidential
information.
Skilled in interpreting management information
reports and recommending or initiating
corrective actions as required.
B. List the personal traits (behavior, attitudes) that are needed for this position.
Dependable and stable
Determined
Optimistic Confident
Diplomatic Decisive
Productive
III. Nature/Scope
Significant dimensions of this position not covered elsewhere, i.e. volume of work, impact of work, who
benefits by the work performed, nature of the work environment, etc.
Handling of multiple tasks and responsibilities at any given time. Ability to adjust daily work schedule to meet
timely deliverables.
IV. List what prior experience and qualifications are necessary to fill this position (include years of
experience if required).
Accomplishment of various administrative skills working with a diverse group of team members.
V.
List in one sentence the job enhancements or next possible career options.
An administrative support employee who shows the strengths required and maintains exceptional performance
may have the opportunity to possibly progress into a supervisory role in the Administrative Department.
Supervisor or Manager Signature
Title
Next Level of Management Signature
Title
Contractor Representative Signature
Title
Position Description
Position
Administrative Support - Grade 4E
Reports To
Call Center Manager
Department Call Center Operations
Date Aug 2010
I. Position Summary: State why this position exists and its major purpose.
This is an Administrative Support position responsible for assisting supervisors and team leaders with overseeing the
daily activities of the time SunPass call Center and for helping supervisors meet or exceed the personal performance
measures established for this operation and for the assigned work unit. The unit is responsible for performing the
following functions: processing of customer calls, account maintenance, records maintenance, customer service, and
complaint/ problem resolution.
Review the major areas of responsibility for this position.
A. Organizes and maintains records, filing systems and supply inventories of call center.
B. Operates photocopying machines, typewriters, adding machines, calculators, computers, computer video
terminals, printers and related equipment.
C. Develops and drafts management reports, spread sheets, memos and correspondence as assigned by staff.
D. Maintain payroll administration for the call center. Schedules meetings, interviews, arranges for audio/visual
equipment placement.
E. Performs other work as required and assigned.
Identifies problems with office equipment, systems and general toll issues and communicates or escalates these
issues to the proper area for resolution.
Coordinates with other units or divisions as necessary to resolve issues.
Ensures compliance with state and federal laws, rules and guidelines, and DOT/OTO policies and procedures.
II. Knowledge, Skills, and Abilities
A. List the knowledge, skills and abilities needed for this position.
KSA
KSA
Ability to organize and schedule the activities
of various employees.
Skilled in basic business mathematics.
Knowledge of administrative practices and
principles used in a call center environment.
Skilled at using office equipment including personal
computers, fax machines, copiers, calculators, etc.
Ability to assist in identifying and documenting
administrative developmental needs.
Ability to maintain composure and professionalism in
pressure situations.
Skilled in written and verbal communication.
Ability to establish and maintain effective working
relationships with peers, superiors, and staff both within and
outside the immediate organizational structure.
Ability to work independently with minimal
supervision.
Ability to handle and maintain confidential information.
Skilled in interpreting management information
reports and recommending or initiating
corrective actions as required.
B. List the personal traits (behavior, attitudes) that are needed for this position.
Dependable and stable
Determined
Optimistic Confident
Diplomatic Decisive
Productive
III. Nature/Scope
Significant dimensions of this position not covered elsewhere, i.e. volume of work, impact of work, who
benefits by the work performed, nature of the work environment, etc.
Handling of multiple tasks and responsibilities at any given time. Ability to adjust daily work schedule to meet
timely deliverables.
IV. List what prior experience and qualifications are necessary to fill this position (include years of
experience if required).
Accomplishment of various administrative skills working with a diverse group of team members.
V.
List in one sentence the job enhancements or next possible career options.
An administrative support employee who shows the strengths required and maintains exceptional performance
may have the opportunity to possibly progress into a Team Lead role in the call center.
Supervisor or Manager Signature
Title
Next Level of Management Signature
Title
Contractor Representative Signature
Title
Position Description
Position
Book Keeper - Grade 7
Reports To
Administrative Services Manager
I.
Department
Administration
Date
Aug 2010
Position Summary: State why this position exists and its major purpose.
Under general direction of Administrative Services Manager the incumbent will be responsible for the tracking
of SunPass annual budgets, miscellaneous purchasing duties, and various office support functions.
Review the major areas of responsibility for this position.
A. Maintain Business Transactions
B. 60% of the job responsibility includes maintaining budgets and tracking all SunPass expenditures,
and compiling Data into spreadsheets.
C. Creation of statewide no-revenue access badges and dismembers access.
D. Maintenance of statewide non-revenue access card data-base.
E. Other administrative responsibilities as required.
F. Incumbent must be able to drive a state company vehicle.
II.
Knowledge, Skills, and Abilities
A. List the knowledge, skills and abilities needed for this position.
KSA
KSA
Math skills
Data Entry Skills
Basic PC skills
Familiar with standard concepts and procedures
Word Excel
B. List the personal traits (behavior, attitudes) that are needed for this position.
Ability to work well with others
Must have a certain degree of creativity
Maintain good relationships
Good problem solver
Work independently
III. Nature/Scope
Significant dimensions of this position not covered elsewhere, i.e. volume of work, impact of work, who
benefits by the work performed, nature of the work environment, etc.
Must have the ability to complete budget tracking spreadsheets on a monthly basis. Must be able to
Complete request for access cards within 7 working day timeframe.
IV. List what prior experience and qualifications are necessary to fill this position (include years of
experience if required).
Associates degree in related industry preferred, an equivalent combination of education and work experience, or
2 to 4 years book keeping experience.
V.
List in one sentence the job enhancements or next possible career options.
Supervisor or Manager Signature
Title
Next Level of Management Signature
Title
Contractor Representative Signature
Title
Position Description
Position
Call Center Supervisor
Reports To
Call Center Manager
Grade 8
Department Call Center Operations
Date Aug 2010
I. Position Summary: State why this position exists and its major purpose.
This is a supervisory position responsible for overseeing the daily activities of the SunPass program and for
meeting or exceeding the personal performance measures established for this operational team / work unit.
The unit is responsible for performing the following functions; processing orders, account maintenance,
records maintenance, customer service and complaint/problem resolution.
Review the major areas of responsibility for this position.
A.
Utilizes performance management information to supervise, coordinate and schedule the activities of
leads and customer service representatives in assisting the manager with the achievement of the
designated key performance indicators.
B.
Responsible for effective human resource administration including training, evaluations, coaching,
mentoring, recommending salary increases, promotions, and corrective actions. Reviews, approves, and
maintains time sheets and leave requests for staff.
C.
Monitors and documents incoming telephone calls and fulfillment activity and provides continuous
feedback to staff.
D.
Assures that daily performance measures are available and effectively utilizes this information to manage
the work force for continuous improvement.
E.
Provides input and/or assistance in formulating new policies and procedures; recommends changes to
existing policies and procedures as required to improve operations in efficient achievement of
performance indicators or to support changing business requirements.
F.
Performs other work as required and assigned.
G.
Identifies problems with office equipment, systems and general toll issues and communicates or escalates
these issues to the proper area for resolution.
H.
Coordinates with other units or divisions as necessary to resolve issues.
I.
Regularly communicates with other units to foster an effective team environment and assure that these
areas are aware of issues that may impact their area.
J.
Ensures compliance with state and federal laws, rules and guidelines, and DOT/OTO policies and
procedures
II.
List the knowledge, skills and abilities needed for this position.
KSA
KSA
Knowledge of call center operations, methods
and practices in a high volume customer
service/telemarketing environment.
Ability to interact with the public in a professional and
courteous manner.
Knowledge of supervisory practices and
principles utilized in managerial positions with
several levels of responsibilities.
Ability to determine priorities, assign work and ensure
proper staffing.
Knowledge of training methods and
development of training materials.
Ability to handle multiple tasks.
Knowledge of Lotus/Excel and Word computer
programs.
Ability to remain calm and effective, even under
pressure or when interrupted.
Ability to establish and maintain effective
working relationships with supervisor’s, peers
and subordinates.
Ability to develop, prepare and review reports.
Ability to maintain a high proficiency in oral
and written communication skills
Ability to monitor and coach employees towards a
specific goal and achieve the desired
results.
Ability to follow instructions and work
independently.
Ability to conduct fact-finding research and
investigations along with excellent problem solving
techniques.
Ability to develop, understand and follow
policies and procedures.
Skilled in the use of office equipment including
personal computers, fax machines, copiers and
calculators.
B. List the personal traits (behavior, attitudes) that are needed for this position.
Dependable and stable
Determined
Optimistic Confident
Diplomatic Decisive
Productive
III. Nature/Scope
Significant dimensions of this position not covered elsewhere, i.e. volume of work, impact of work, who
benefits by the work performed, nature of the work environment, etc.
Handling of multiple tasks and responsibilities at any given time. Ability to adjust daily work schedule to meet
timely deliverables. Ability to train, motivate, develop and foster peak performance with many employees.
IV. List what prior experience and qualifications are necessary to fill this position (include years of
experience if required).
Call center experience, customer service experience and general key strengths in providing World Class service
to a diverse group of team members.
V.
List in one sentence the job enhancements or next possible career options.
A Supervisor who shows the ability required to maintain exceptional performance and motivate their team may
have to opportunity to progress into a manager role within the call center or the support center.
Supervisor or Manager Signature
Title
Next Level of Management Signature
Title
Contractor Representative Signature
Title
Position Description
Position
Call Center Team Lead
Reports To
Call Center Supervisor
I.
Department Call Center Operations
Grade 7
Date Aug 2010
Position Summary: State why this position exists and its major purpose.
This is a supervisory support and developmental position responsible for assisting supervisors with overseeing
the daily activities of the time SunPass call Center and for helping supervisors meet or exceed the personal
performance measures established for this operation and for the assigned work unit. The unit is responsible for
performing the following functions: processing of customer calls, account maintenance, records maintenance,
customer service, and complaint/ problem resolution.
Review the major areas of responsibility for this position.
A. Utilizes performance management information to assist with coordinating and scheduling the activities of
customer service representatives in assisting the supervisor with the achievement of the designated key
performance indicators.
B. Conducts quality assurance monitoring and assists with documenting results and coaching and mentoring
team members for continuous improvement.
C. Assists with training and development for team members.
D. Processes calls to supplement staff shortages and escalate calls as necessary.
E. Provides technical and administrative guidance to staff.
F. Performs other work as required and assigned.
G. Identifies problems with office equipment, systems and general toll issues and communicates or
ates these issues to the proper area for resolution.
H. Coordinates with other units or divisions as necessary to resolve issues.
I. Ensures compliance with state and federal laws, rules and guidelines, and DOT/OTO policies and
procedures.
II.
Knowledge, Skills, and Abilities
A. List the knowledge, skills and abilities needed for this position.
KSA
KSA
Ability to lead, organize and schedule the
activities of a team consisting of 8-12
operational employees.
Skilled in basic business mathematics.
Knowledge of coaching, mentoring, and staff
development practices and principles used in a
call center environment.
Skilled at using office equipment including pe rsonal
computers, fax
machines, copiers,
calculators, etc.
Ability to assist in identifying and documenting
staff developmental needs.
Ability to maintain composure and professionalism in
pressure situations.
Skilled in written and verbal communication.
Ability to establish and maintain effective working
relationships with peers, superiors, and staff both
within and outside the immediate organizational
structure.
Ability to work independently with minimal
supervision.
Ability to handle and maintain confidential
information.
Skilled in interpreting management information
reports and recommending or initiating
corrective actions as required.
B. List the personal traits (behavior, attitudes) that are needed for this position.
Dependable and stable
Determined
Optimistic Confident
Diplomatic Decisive
Productive
III. Nature/Scope
Significant dimensions of this position not covered elsewhere, i.e. volume of work, impact of work, who
benefits by the work performed, nature of the work environment, etc.
Handling of multiple tasks and responsibilities at any given time. Ability to adjust daily work schedule to meet
timely deliverables. Ability to train, motivate, develop and foster peak performance with many employees.
IV. List what prior experience and qualifications are necessary to fill this position (include years of
experience if required).
Call center experience, customer service experience and general key strengths in providing World Class service
to a diverse group of team members.
V.
List in one sentence the job enhancements or next possible career options.
A Team Lead who shows the strengths required and maintain exceptional performance have the opportunity to
possibly progress into a Supervisory role in the call center.
Supervisor or Manager Signature
Title
Next Level of Management Signature
Title
Contractor Representative Signature
Title
Position Description
Position
Customer Care Analyst Grade 5
Reports To
Call Center Supervisor
I.
Department Call Center Operations
Date Aug 2010
Position Summary: State why this position exists and its major purpose.
Under general direction the incumbent serves as a help desk professional and is responsible for assisting call
center representatives by understanding and analyzing their questions and providing accurate information for
the representatives to convey to customers. The incumbent is responsible for providing general coaching to
representatives, documenting calls for quality and training, and handling escalated calls.
Review the major areas of responsibility for this position.
A. Provides accurate and decisive information to representatives including to the point rational for the answer.
B. Handles escalated calls accurately and professionally meeting or exceeding the needs of the customer
within established rules and guidelines.
C. Accurately documents all calls and provides relevant information to management.
D. Completes reports and provides meaningful feedback to management as required.
E. Provides QA, coaching and mentoring as necessary in backing up leads.
F. Helps with reviewing and interpreting ACD call stats in a training capacity.
II.
Knowledge, Skills, and Abilities
A. List the knowledge, skills and abilities needed for this position.
KSA
KSA
Excellent verbal skills
Interpersonal communication skills
Written communication skills
Analytical skills
Data entry skills (45 wpm)
Stress management skills
PC skills
Ability to follow-through on commitments
Organization skills
Ability to maintain composure in a fast paced
environment
Time management skills
Decision making skills
Research skills
Ability to express ideas and concepts clearly
Demonstrates exceptional work habits
Ability to produce, interpret and assimilate data
Excellent knowledge of Patron and VES systems
Demonstrates leadership ability
General knowledge of all customer care and customer
service operations
Training and mentoring skills
B. List the personal traits (behavior, attitudes) that are needed for this position.
Dependable and stable
Determined
Optimistic Confident
Diplomatic Decisive
Productive Demanding
III. Nature/Scope
Significant dimensions of this position not covered elsewhere, i.e. volume of work, impact of work, who
benefits by the work performed, nature of the work environment, etc.
A Customer Care Analyst will have a significant impact on both the efficiency and effectiveness of the call
center operation by providing timely and accurate information to representatives and by providing information to
management and training staff that is critical to representative development. This position is in the call center
leadership career track which could lead to a management position. Analyst can serve as back-up to leads.
IV. List what prior experience and qualifications are necessary to fill this position (include years of
experience if required).
A minimum of one year experience as a Customer Care Specialist or equivalent. At least a Consistently
Exceeds (CE) rating on all personal performance measures in current position.
V.
List in one sentence the job enhancements or next possible career options.
Call Center Lead, Service Support Expert. Comparable level position within a Customer Service Operations
Unit or Accounting.
Supervisor or Manager Signature
Title
Next Level of Management Signature
Title
Contractor Representative Signature
Title
Position Description
Position
Customer Care Expert Grade 6
Reports To
Call Center Supervisor
I.
Department Call Center Operations
Date Aug 2010
Position Summary: State why this position exists and its major purpose.
This is a supervisory support position that is responsible for assisting Customer Care Analysts with complicated
customer issues and escalated calls. This position would also be responsible for working with the management
team and training department to identify training opportunities within the work unit.
Review the major areas of responsibility for this position.
A. Provides accurate and decisive information to analysts including to the point rational for the answer. Assists
with offering resolutions to issues that are unique to the individual situation.
B. Handles escalated calls accurately and professionally meeting or exceeding the needs of the customer while
working within our established rules and guidelines
C. Reviews calls logs from Analysts to identify training opportunities within the work unit and reports the
information to the management and training teams.
D. Completes reports and provides meaningful feedback to management as required.
E. Identifies coaching opportunities and provides feedback for management teams.
F. Handles calls to supplement staff shortages and escalated calls as necessary.
G. Performs other work as required and assigned.
H. Acts as liaison with other departments to resolve complex issues.
II.
Knowledge, Skills, and Abilities
A. List the knowledge, skills and abilities needed for this position.
KSA
KSA
Excellent verbal skills
Interpersonal communication skills
Written communication skills
Analytical skills
Data entry skills (45 wpm)
Stress management skills
PC skills
Ability to follow-through on commitments
Organization skills
Ability to maintain composure in a fast paced
environment
Time management skills
Decision making skills
Research skills
Ability to express ideas and concepts clearly
Demonstrates exceptional work habits
Ability to produce, interpret and assimilate data
Excellent knowledge of Patron and VES systems
General knowledge of all customer care and customer
service operations
Demonstrates leadership ability
Training and mentoring skills
B. List the personal traits (behavior, attitudes) that are needed for this position.
Dependable and stable
Determined
Optimistic Confident
Diplomatic Decisive
Productive Demanding
III. Nature/Scope
Significant dimensions of this position not covered elsewhere, i.e. volume of work, impact of work, who
benefits by the work performed, nature of the work environment, etc.
A Customer Care Analyst Expert will have a significant impact on both the efficiency and effectiveness of the call
center operation by providing guidance to the call center analysts and feedback to the management and training
teams. This position is in the call center leadership career path which could lead to a management position.
IV. List what prior experience and qualifications are necessary to fill this position (include years of
experience if required).
A minimum of one year experience as a Customer Care Analyst or equivalent. At least a Consistently Exceeds
(CE) rating on all personal performance measures in current position.
V.
List in one sentence the job enhancements or next possible career options.
Call Center Lead, Service Support Expert. Comparable level position within a Customer Service Operations
Unit or Accounting.
Supervisor or Manager Signature
Title
Next Level of Management Signature
Title
Contractor Representative Signature
Title
Position Description
Position
Customer Care Representative Grade 3
Reports To
Call Center Supervisor
I.
Department Call Center Operations
Date Aug 2010
Position Summary: State why this position exists and its major purpose.
Under general supervision provides effective and efficient service to customers and prospects on all Patron
based services. This is accomplished by understanding needs, determining the correct or best course of
action and completing or initiating the action as required with the intent of meeting or exceeding customer
expectations.
Review the major areas of responsibility for this position.
A. Provides efficient and effective service to customers and prospects on all Patron based services on a
variety of inquiries and customer needs. Maintains sincere interest in customer satisfaction.
B. 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.
C. Combines knowledge of product, good work ethic, effective time management skills, and human relations
skills to meet performance standards and positively influence the SunPass image.
D. Identifies and reports problems such as system, traffic back-up, or telephone access.
E. Demonstrates a commitment to learning quickly and effectively applying knowledge.
F. Demonstrates a commitment to supporting a productive, positive work environment.
II.
Knowledge, Skills, and Abilities
A. List the knowledge, skills and abilities needed for this position.
KSA
KSA
Excellent verbal skills
Interpersonal communication skills
Written communication skills
Analytical skills
Data entry skills (45 wpm)
Stress management skills
PC skills
Ability to follow-through on commitments
Organization skills
Ability to maintain composure in a fast paced
environment
Time management skills
B. List the personal traits (behavior, attitudes) that are needed for this position.
Dependable and stable
Sincere
Positive and supportive
Service oriented
Courteous and diplomatic
Consistent
Accurate and detail oriented
III. Nature/Scope
Significant dimensions of this position not covered elsewhere, i.e. volume of work, impact of work, who
benefits by the work performed, nature of the work environment, etc.
Incumbents in this position interact directly with customers in a high volume call center environment. In order to
operate effectively they must have a mastery of their required subject matter and be able to provide instant and
accurate recall of information to customers on demand.
IV. List what prior experience and qualifications are necessary to fill this position (include years of
experience if required).
High school diploma or equivalent. Six months prior call center or customer service related experience
preferred or one month experience as a Customer Care Trainee with a least an Achieves Requirements (AR)
rating on all personal performance measures.
V.
List in one sentence the job enhancements or next possible career options.
Customer Care Specialist. Comparable level position in a Customer Service Operations Unit or Accounting.
Supervisor or Manager Signature
Title
Next Level of Management Signature
Title
Contractor Representative Signature
Title
Position Description
Position
Customer Care Specialist Grade 4
Reports To
Call Center Supervisor
I.
Department Call Center Operations
Date 2/08/2010
Position Summary: State why this position exists and its major purpose.
Under general supervision provides effective and efficient service to customers and prospects on all Patron
and VES based services. This is accomplished by understanding needs, determining the correct or best
course of action and completing or initiating the action as required with the intent of meeting or exceeding
customer expectations.
Review the major areas of responsibility for this position.
A. Provides efficient and effective service to customers and prospects on all Patron and VES based services
on a variety of inquiries and customer needs. Maintains sincere interest in customer satisfaction.
B. 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.
C. Combines knowledge of product, good work ethic, effective time management skills, and human relations
skills to meet performance standards and positively influence the SunPass image.
D. Identifies and reports problems such as system, traffic back-up, or telephone access.
E. Demonstrates a commitment to learning quickly and effectively applying knowledge.
F. Demonstrates a commitment to supporting a productive, positive work environment.
II.
Knowledge, Skills, and Abilities
A. List the knowledge, skills and abilities needed for this position.
KSA
KSA
Excellent verbal skills
Interpersonal communication skills
Written communication skills
Analytical skills
Data entry skills (45 wpm)
Stress management skills
PC skills
Ability to follow-through on commitments
Organization skills
Ability to maintain composure in a fast paced
environment
Time management skills
Decision making skills
Research skills
Excellent knowledge of Patron and VES systems
Demonstrates exceptional work habits
B. List the personal traits (behavior, attitudes) that are needed for this position.
Dependable and stable
Sincere
Positive and supportive
Service oriented
Courteous and diplomatic
Consistent
Accurate and detail oriented
III. Nature/Scope
Significant dimensions of this position not covered elsewhere, i.e. volume of work, impact of work, who
benefits by the work performed, nature of the work environment, etc.
Incumbents in this position interact directly with customers in a high volume call center environment. In order to
operate effectively they must have a mastery of their required subject matter and be able to provide instant and
accurate recall of information to customers on demand.
IV. List what prior experience and qualifications are necessary to fill this position (include years of
experience if required).
A minimum of six months experience as a Customer Care Representative or equivalent. At least an overall
consistently Exceeds (CE) rating and no individual personal performance measurement rating below
achieves Requirements (AR) in current position.
V.
List in one sentence the job enhancements or next possible career options.
Customer Care Analyst, Service Support Analyst. Other comparable level position within a Customer Service
Operations Unit or Accounting.
Supervisor or Manager Signature
Title
Next Level of Management Signature
Title
Contractor Representative Signature
Title
Position Description
Position
Customer Care Trainee Grade 2
Reports To
Call Center Supervisor
I.
Department Call Center Operations
Date Aug 2010
Position Summary: State why this position exists and its major purpose.
Under direct supervision the incumbent provides effective and efficient account replenishment service to
customers via incoming telephone call. This is accomplished by verifying, updating, and processing account
information, responding to related questions, discussing replenishment options, and providing information on
when the replenishment will be credited to their account.
Review the major areas of responsibility for this position.
A. Perform all incoming telephone communications in a professional, courteous manner.
B. Enter accurate and complete information into the Patron Account System and note screen.
C. Wrap-up the call by summarizing when the replenishment will be credited to the account and by effectively
promoting automatic, voice response, and on-line replenishments.
D. Perform all job functions in a manner that will achieve compliance with established performance measures.
E. Provide accurate responses to basic customer questions regarding replenishments and the SunPass
program.
II.
Knowledge, Skills, and Abilities
A. List the knowledge, skills and abilities needed for this position.
KSA
KSA
Excellent verbal skills
Organization skills
Written communications skills
Time management skills
Data entry skills (45wpm)
Interpersonal communications skills
B. List the personal traits (behavior, attitudes) that are needed for this position.
Dependable and stable
Sincere
Positive and supportive
Service oriented
Courteous and diplomatic
Consistent
Accurate and detail oriented
III. Nature/Scope
Significant dimensions of this position not covered elsewhere, i.e. volume of work, impact of work, who
benefits by the work performed, nature of the work environment, etc.
Incumbents in this position interact directly with customers in a high volume call center environment. In order to
operate effectively they must have a mastery of their required subject matter and be able to provide instant and
accurate recall of information to customers on demand.
IV. List what prior experience and qualifications are necessary to fill this position (include years of
experience if required).
High school diploma or equivalent. Six months prior call center or customer service related experience
preferred.
V.
List in one sentence the job enhancements or next possible career options.
Customer Care Representative or comparable level position in a Customer Service Operations Unit.
Supervisor or Manager Signature
Title
Next Level of Management Signature
Title
Contractor Representative Signature
Title
Position Description
Position
Distribution Specialist - Grade 4
Reports To
Support Services Supervisor
Department Support Services
Date Aug 2010
I. Position Summary: State why this position exists and its major purpose.
Under general supervision, the incumbent will accurately enter transponder data into Patron Account System
(PAS) for effectively filling purchase requests.
This will be achieved by scanning specific inventory information in the PAS inventory modular, validating the
inventory functionality, programming and assigning transponders for the associated request, and packaging
the transponder(s), supplies and SunPass customer materials for mailing.
The incumbent will ensure the timely process of outgoing mail by using the mail center equipment.
Review the major areas of responsibility for this position.
A. Enter accurate and complete inventory into the PAS inventory modular
B. Fill distribution centers, and departments request for transponder inventory received by mail, fax, web,
email, and phone and assemble requests with corresponding supplies and materials.
C. Identify and remove defective transponder(s) from inventory, box up warranty replacement transponder(s)
for manufacture shipment, and prep defective non-warrant transponder(s) for disposal
Receive, unload, check and stock new transponders inventory, supplies, and customer materials, and
D. retrieve for distribution as requested
E. Fulfill customer’s purchase requests from the transponder queue received by mail, fax, web, email, and
phone
Receive returned tags from shipping mail, front counter, determine resolution, and sort. Clean and prepare
F. all returned reusable transponder for resale, prepare tags for return to manufacturer, and issue warranty
replacements
G. Accurately perform a physical inventory of all transponders, supplies and customer materials as requested
H. Operate folder / inserter machine for all outgoing mail.
I. Operate Pitney Bowes meter machine reporting dollar amount spent on a daily basis.
K. Send and Maintain TDC/Pride spread sheet (outsource mail) to ensure that the correct amount of postage is
spent. Reporting any discrepancies or errors.
L. Perform all job functions in a manner that will achieve compliance with established performance measures
M. Fill all offsite retail orders by requesting cases of prepackaged transponders to be moved form FDOT
warehouse account to the appropriate retail accounts.
N. Makes outbound calls to follow up on customer issues as well as information gathering on SunPass
matters.
O. Drive state vehicle for supply pick-ups as necessary
II..A. List the knowledge, skills and abilities needed for this position.
KSA
KSA
PC skills
Organization skills
Time management skills
Data entry skills (20wpm)
Ability to lift 35 pounds
Knowledge of standard inventory practices
Interpersonal communications
Good visual and hearing abilities
B. List the personal traits (behavior, attitudes) that are needed for this position.
Dependable and stable
Honest and trustworthy
Accurate and detail oriented
Conscientious
Positive and supportive
Productive (hard working)
III. Nature/Scope
Significant dimensions of this position not covered elsewhere, i.e. volume of work, impact of work, who
benefits by the work performed, nature of the work environment, etc.
The mail center is a high volume and fast pace environment dependent on accuracy to minimize customer
Callbacks. The primary job functions do not require exercising independent judgment and relies on instructions
and pre-established guidelines.
IV. List what prior experience and qualifications are necessary to fill this position (include years of
experience if required).
High school diploma or equivalent. Six months prior inventory related experience preferred or one month
experience as a Mail Center Specialist with at least an Achieves Requirements rating on all personal
performance measures.
V.
List in one sentence the job enhancements or next possible career options.
Senior Distribution Specialist. Comparable level position in a Customer Service Operations Unit.
Supervisor or Manager Signature
Title
Next Level of Management Signature
Title
Contractor Representative Signature
Title
Position Description Position Facility Maintenance Supervisor Grade 7 Reports to Administrative Services Manager I.
Department Admin Services Date Aug 2010 Position Summary: State why this position exists and its major purpose(s). This is an Administrative Support position responsible for assisting the Facilities Manager with the daily needs of the Turnpike Enterprise Office of Toll Operations facility located at 7941 Glades Road, Boca Raton, FL 33434, along with any other warehouse or office facility that falls under the responsibility of the Facilities manager. These duties include janitorial, structural, HVAC System maintenance, landscape maintenance and the general daily facility needs of all occupants at these facilities. Review the major Areas of responsibility for this position A. Responsible for general facility repairs and maintenance. This includes but is not limited to pressure washing the B.
C.
D.
E.
F.
G.
H.
I.
J.
K.
L.
M.
N.
building, roof, and grounds, relocation of office equipment, painting to include use of ladders and carrying 5 gallon paint buckets, use of various hand and power tools, etc. This could also include assisting the contracted janitorial and landscape maintenance staffs with the completion of their daily duties. Provides on‐site coordination with the various facility maintenance contractors for facility repairs and daily maintenance including but not limited to fire suppression systems, elevator service, HVAC systems, generators, UPS systems, janitorial, landscape maintenance, etc. Organizes and submits requests for facility supply inventories. Acts as facility courier when needed. Assists in the coordination and schedules of maintenance for the facility’s fleet vehicles. Assists in the day‐to‐day monitoring of the parking lot. This includes but is not limited to making sure the loading dock remains clear, checking license plates against the building database, and other parking issues as necessary. Set up and tear down of conference room space planning as required. Performs other work as required and assigned. Provide input and/or assistance in formulating new policies and procedures; recommends changes to existing policies and procedures as required to improve operations. Supports the environmental needs of all facility occupants. Coordinates with other units or divisions as necessary to resolve issues. Organize special projects. Ensures compliance with state and federal laws, rules and guidelines, and DOT/OTO policies and procedures. Will be required to drive FDOT owned vehicles. II.
Knowledge, Skills, and Abilities A. List the knowledge, skills, and abilities needed for this position. KSA Ability to organize and schedule daily tasks as prioritized by management KSA Skilled in the use of basic construction and janitorial equipment Page 1 of 3 Facility Maintenance Supervisor Knowledge of facility maintenance practices and principles Skilled at using office equipment including personal computer, printers, copiers, calculators, etc. Ability to assist in identifying and documenting structural needs Ability to maintain composure and professionalism in pressure situations Skilled in interpreting management information reports and recommending or initiating corrective actions as required Ability to establish and maintain effective working relationships with peers, superiors, and staff both within and outside the immediate organization Ability to work independently with minimal supervision Ability to handle and maintain confidential information Skilled in written and verbal communications B. List the personal traits (behavior, attitudes) that are needed for this position. III.
Dependable and stable Optimistic Diplomatic Productive Determined Confident Decisive Nature/Scope Significant dimensions of this position not covered elsewhere, i.e. volume of work, impact of work, who benefits by the work performed, nature of the work environment, etc. A. Handling of multiple tasks and responsibilities at any given time. Ability to adjust daily work schedule to meet timely deliverables. B. There is a physical requirement to be able to lift 50 pounds. C. There is a physical requirement to be able to perform manual labor tasks that are included in the major areas of responsibility section of this position description. D. This position does not require direct supervision of personnel. IV.
List what prior experience and qualifications are necessary for this position (include years of experience, if required. Accomplishment of various facility maintenance skills while working with a diverse group of team members Page 2 of 3 Facility Maintenance Supervisor V.
List in one sentence the job enhancements or next possible career options. An administrative maintenance support employee who shows the strengths required and maintains exceptional performance may have the opportunity to possibly progress into a higher level support role in the future. Supervisor or Manager Signature
Title
Next Level of Management Signature
Title
Contractor Representative Signature
Title
Page 3 of 3 Facility Maintenance Supervisor Position Description
Department HR & Training
Position
HR Generalist -- Grade 6E
Reports To
Manager, Human Resources and Training
I.
Date Aug 2010
Position Summary: State why this position exists and its major purpose.
As part of the Human Resource and Training Department, this position primarily provides assistance in
recruiting and training for call
center positions of the SunPass Secondary Call Center, through the development and delivery of its training
curriculum, along with providing administrative support in recruiting as needed. This position will also provide
administrative and analytical support of internal quality monitoring and
external survey processes and results if necessary.
Review of the major areas of responsibility for this position.
A. Assists with the development of training curriculum for staff positions of call center
functions for SunPass Secondary Call Center.
B. Delivers classroom training to new hires and existing employees as required.
C. Using feedback from course evaluations and key learning from Quality Assurance (QA) audits and
customer survey results, incumbent assists with training needs and improvements to curriculum and
delivery.
D. Assists the Human Resource and Training Manager with the administrative functions and coordinating of
SunPass Quality Recognition Programs, councils, workgroups and recruiting.
Performs other duties or special projects as required, such as assisting with calibrating and auditing quality
monitoring results, generating reports, data entry, and administering, coordinating, tabulating, and reporting
customer-based surveys.
II.
Knowledge, Skills, and Abilities
A. List the knowledge, skills and abilities needed for this position.
KSA
KSA
Excellent verbal skills
Time management skills
Excellent written communication skills
Interpersonal communication skills
Excellent presentation skills
Excellent knowledge of Patron and VES systems
PC skills, especially Word, Excel & PowerPoint
Ability to express ideas and concepts clearly
Ability to produce, interpret and assimilate data
Audio visual equipment skills
Demonstrates exceptional work habits
Organization skills
Excellent knowledge of payment processing,
Strong technical, analytical and research skills
shipping, mail center, violations, accounting,
Detailed Oriented
and walk-in counter.
B. List the personal traits (behavior, attitudes) that are needed for this position.
Dependable and stable
Conscientious
Accurate and detail oriented
Competent
Courteous and diplomatic
Consistent
Positive and supportive
Cognitive
III. Nature/Scope
Significant dimensions of this position not covered elsewhere, i.e. volume of work, impact of work, who
benefits by the work performed, nature of the work environment, etc.
The incumbent requires an in-depth understanding of SunPass operations, job functions, policies and
procedures and key information systems. Incumbents are expected to consistently deliver high quality, effective
training to a variety of job levels in the organization. This position also requires a sound understanding of the
agency’s QA program, including concepts of performance indicators, quality monitoring, surveys, and analysis.
IV. List what prior experience and qualifications are necessary to fill this position (include years of
experience if required).
A minimum of 9 months of experience as a Service Support Analyst, Service Support Expert, Customer Care
Analyst, or its equivalent according to education and / or previous Quality Assurance and Training experience, with
at least a Consistently Exceeds (CE) rating on all personal performance measures in current position.
V.
List in one sentence the job enhancements or next possible career options.
This position is at the top of the established career path. Additional opportunities will be identified on a case by
case basis based on skills, interests and opportunities that may exist within SunPass Operations and FDOT.
Supervisor or Manager Signature
Title
Next Level of Management Signature
Title
Contractor Representative Signature
Title
Position Description
Position
Image Verifier - Grade 2
Reports To
VES Supervisor
I.
Department Support Services
Date Aug 2010
Position Summary: State why this position exists and its major purpose.
Under direct supervision the incumbent will accurately process Optical Character Read (OCR) images for
violation enforcement, account posting, lane tuning, and business practice reviews. Achieved by using the
Violation Enforcement System VPS to review, verify and accept or reject images as a violation deterrent.
Review the major areas of responsibility for this position.
A. Process images through VPS by clicking to accept, editing to update, and rejecting to disposition at a 99.9%
accuracy rate
B. Identify, document, and notify management for repetitive abnormities discovered while processing images
C. Perform all job functions in a manner that will achieve compliance with established performance measures
II.
Knowledge, Skills, and Abilities
A. List the knowledge, skills and abilities needed for this position.
KSA
KSA
Basic PC skills
Productive (hardworking)
Data entry skills (20 wpm)
Interpersonal communication skills
Decision making skills
Knowledge of VPS business rules
B. List the personal traits (behavior, attitudes) that are needed for this position.
Dependable and stable
Honesty and trustworthy
Accurate and detail oriented
Positive and supportive
Consistent Conscientious
Competent
III. Nature/Scope
Significant dimensions of this position not covered elsewhere, i.e. volume of work, impact of work, who
benefits by the work performed, nature of the work environment, etc.
The Violation Unit is a subdued environment processing high volumes of repetitive transactions at 99.9%
accuracy to minimize complaints and disputes. The primary job functions do not require exercising independent
judgment and relies on instructions and pre-established guidelines.
IV. List what prior experience and qualifications are necessary to fill this position (include years of
experience if required).
High school diploma or equivalent. Six months prior data entry experience or a related area preferred
V.
List in one sentence the job enhancements or next possible career options.
Image Processing Specialist or a comparable level position in the Payment Processing and Mail Centers.
Supervisor or Manager Signature
Title
Next Level of Management Signature
Title
Contractor Representative Signature
Title
Position Description
Position
Mail Center Operator - Grade 1
Reports To
Support Services Supervisor
I.
Department Support Services
Date Aug 2010
Position Summary: State why this position exists and its major purpose.
Under immediate supervision, the incumbent will distribute and collect incoming mail and process outgoing mail.
Using the mail center equipment incoming mail will be opened, sorted and tallied and outgoing mail will be
metered and recorded
Review the major areas of responsibility for this position.
A.
B.
Fulfill customer’s purchase requests from the transponder queue received by mail, fax, web, email, and
phone
Distributes incoming mail to the appropriate departments in a timely manner
C
Print and sort outgoing correspondence for mail processing
D.
Open, sort, count, and process returned mail. Use third party address search for best known address.
Update customer and VES database as needed.
E.
Enter accurate and complete inventory into the PAS inventory modular
F.
Perform all job functions in a manner that will achieve compliance with established performance measures
G.
Operate folder/inserter machine.
H.
Makes outbound calls to follow up on customer issues as well as information gathering on SunPass
matters.
II. Knowledge, Skills, and Abilities
A. List the knowledge, skills and abilities needed for this position.
KSA
KSA
Organization skills
Time management skills
PC skills
Knowledge of commonly used mail center practices
Ability to lift 35pounds
Intercommunication skills
B. List the personal traits (behavior, attitudes) that are needed for this position.
Dependable and stable
Accurate and detail oriented
Positive and supportive
Sincere
Honest and trustworthy
Productive (hard working)
III. Nature/Scope
Significant dimensions of this position not covered elsewhere, i.e. volume of work, impact of work, who
benefits by the work performed, nature of the work environment, etc.
The mail center is a high volume and fast pace environment dependent on accuracy to minimize mailing cost.
The primary job functions do not require exercising independent judgment and relies on instructions and preestablished guidelines.
IV. List what prior experience and qualifications are necessary to fill this position (include years of
experience if required).
High school diploma or equivalent. Six months mail center experience or a related area preferred.
V.
List in one sentence the job enhancements or next possible career options.
Mail Center Specialist or comparable level position in the Customer Service Operations Unit.
Supervisor or Manager Signature
Title
Next Level of Management Signature
Title
Contractor Representative Signature
Title
Position Description
Position
Mail Center Specialist/Warehouse Walkie Stacker
Oper. - Grade 3
Reports To
Support Services Supervisor
I.
Department Support Services
Date 02/16/2006
Position Summary: State why this position exists and its major purpose.
Under direct supervision, the incumbent will accurately enter transponder data into Patron Account System
PAS) for effectively fulfilling customers purchase request. This will be achieved by scanning specific inventory
information in the PAS inventory modular, validating the inventory functionality, programming and assigning
transponders for the associated request, and packaging the transponder(s), supplies and SunPass customer
materials for mailing and operate warehouse walkie stacker as needed.
Review the major areas of responsibility for this position.
A.
Enter accurate and complete inventory into the PAS inventory modular
B.
Fulfill customer’s purchase requests from the transponder queue received by mail, fax, web, email, and
phone.
C.
Assemble customer’s requests with the corresponding supplies and materials in a precise manner
D.
Identify and remove defective transponder(s) from inventory, box up warranty replacement transponder(s)
for manufacture shipment
E.
Receive, unload, check and stock new transponder inventory, supplies, and customer materials, and
retrieve for distribution as requested
F.
Operate warehouse walkie stacker as needed.
G.
Accurately perform a physical inventory of all transponders, supplies and customer materials as requested
H.
Perform all job functions in a manner that will achieve compliance with established performance
measures.
I.
Fulfill customer’s purchase requests from the Special/Miscellaneous queue received by mail, fax, web,
email, and phone
II. Knowledge, Skills, and Abilities
A. List the knowledge, skills and abilities needed for this position.
KSA
KSA
Organization skills
Time management skills
PC skills
Knowledge of commonly used mail center practices
Ability to lift 50 pounds
Good visual and hearing abilities
Data entry skills (20 wpm)
Walkie Stacker operating skills
B. List the personal traits (behavior, attitudes) that are needed for this position.
Dependable and stable
Accurate and detail oriented
Positive and supportive
Conscientious
Honest and trustworthy
Productive (hard working)
III. Nature/Scope
Significant dimensions of this position not covered elsewhere, i.e. volume of work, impact of work, who
benefits by the work performed, nature of the work environment, etc.
The mail center is a high volume and fast pace environment dependent on accuracy to minimize customer
callbacks. The primary job functions do not require exercising independent judgment and relies on
instructions and pre-established guidelines
IV. List what prior experience and qualifications are necessary to fill this position (include years of
experience if required).
High school diploma or equivalent. Six months prior inventory related experience preferred or one month
experience as a Mail Center Operator with at least an Achieves Requirements rating on all
personal performance measures.
V.
List in one sentence the job enhancements or next possible career options.
Senior Mail Center Specialist or comparable level position in the Customer Service Operations Unit..
Supervisor or Manager Signature
Title
Next Level of Management Signature
Title
Contractor Representative Signature
Title
Position Description
Position
Mail Center Specialist - Grade 2
Reports To
Support Services Supervisor
I.
Department Support Services
Date Aug 2010
Position Summary: State why this position exists and its major purpose.
Under direct supervision, the incumbent will accurately enter transponder data into Patron Account System
PAS) for effectively fulfilling customers purchase request. This will be achieved by scanning specific inventory
information in the PAS inventory modular, validating the inventory functionality, programming and assigning
transponders for the associated request, and packaging the transponder(s), supplies and SunPass customer
materials for mailing.
Review the major areas of responsibility for this position.
A.
Enter accurate and complete inventory into the PAS inventory modular
B.
Fulfill customer’s purchase requests from the transponder queue received by mail, fax, web, email, and
phone.
C.
Assemble customer’s requests with the corresponding supplies and materials in a precise manner
D.
Identify and remove defective transponder(s) from inventory, box up warranty replacement transponder(s)
for manufacture shipment
E.
Receive, unload, check and stock new transponder inventory, supplies, and customer materials, and
retrieve for distribution as requested
F.
Operate folder / inserter machine for all outgoing mail (rotation).
G.
Accurately perform a physical inventory of all transponders, supplies and customer materials as requested
H.
Perform all job functions in a manner that will achieve compliance with established performance
measures.
I.
J.
Fulfill customer’s purchase requests from the Special/Miscellaneous queue received by mail, fax, web,
email, and phone
Makes outbound calls to follow up on customer issues as well as information gathering on SunPass
matters.
II. Knowledge, Skills, and Abilities
A. List the knowledge, skills and abilities needed for this position.
KSA
KSA
Organization skills
Time management skills
PC skills
Knowledge of commonly used mail center practices
Ability to lift 35pounds
Good visual and hearing abilities
Data entry skills (20 wpm)
B. List the personal traits (behavior, attitudes) that are needed for this position.
Dependable and stable
Accurate and detail oriented
Positive and supportive
Conscientious
Honest and trustworthy
Productive (hard working)
III. Nature/Scope
Significant dimensions of this position not covered elsewhere, i.e. volume of work, impact of work, who
benefits by the work performed, nature of the work environment, etc.
The mail center is a high volume and fast pace environment dependent on accuracy to minimize customer
callbacks. The primary job functions do not require exercising independent judgment and relies on
instructions and pre-established guidelines
IV. List what prior experience and qualifications are necessary to fill this position (include years of
experience if required).
High school diploma or equivalent. Six months prior inventory related experience preferred or one month
experience as a Mail Center Operator with at least an Achieves Requirements rating on all
personal performance measures.
V.
List in one sentence the job enhancements or next possible career options.
Senior Mail Center Specialist or comparable level position in the Customer Service Operations Unit..
Supervisor or Manager Signature
Title
Next Level of Management Signature
Title
Contractor Representative Signature
Title
Position Description
Position
Payment Processing Specialist - Grade 3
Reports To
Support Services Supervisor
I.
Department Support Services
Date Aug 2010
Position Summary: State why this position exists and its major purpose.
Under general supervision the incumbent prep and process replenishments, applications, additional
transponder requests, account maintenance updates, and Violation Enforcement System (VES) payments
received by mail. This is accomplished by successfully operating the check reader for batch processing and
accurately entering individual data into the Patron Account System (PAS).
Review the major areas of responsibility for this position.
A.
Accurately prepare and process customer applications, commercial applications and additional
transponder requests received by mail through the PAS.
B.
Prepare and process manual replenishments using the check reader and the PAS at 99.9% accuracy.
Within 24 hours of receipt
C.
Enters accurate and complete account update information received by mail through the PAS within 48
hours of receipt.
D.
Process exceptions, denied credit cards incomplete applications, and incomplete transponder requests
received by mail within 48 hours of receipt.
E.
Daily reconcile all financial transactions posted to the PAS.
F.
Acts as a resource pool for the call center as necessary
G.
Open, sort, count, and batch incoming Payment Processing mail.
H.
Perform all job functions in a manner that will achieve compliance with established performance
measures.
I.
Makes outbound calls to follow up on customer issues as well as information gathering on SunPass
matters.
II. Knowledge, Skills, and Abilities
A. List the knowledge, skills and abilities needed for this position.
KSA
Organization skills
Time management skills
Data entry skills (45 wpm)
KSA
Interpersonal Communication skills
Excellent knowledge of Patron and VES systems
Knowledge of SunPass and VES business rules
B. List the personal traits (behavior, attitudes) that are needed for this position.
Dependable and stable
Conscientious
Positive and supportive
Competent
Consistent
Honest and trustworthy
Accurate and detail oriented
Productive (hard working)
III. Nature/Scope
Significant dimensions of this position not covered elsewhere, i.e. volume of work, impact of work, who
benefits by the work performed, nature of the work environment, etc.
The Payment Processing Unit is a secure environment with a rapid turnaround expectation, processing high
volumes of repetitive transactions at 99.9% accuracy. The primary job functions do not require exercising
independent judgment and relies on instructions and pre-established guidelines.
IV. List what prior experience and qualifications are necessary to fill this position (include years of
experience if required).
A minimum of six months experience as a Payment Processor or equivalent. At least a Consistently Exceeds
(CE) rating on all personal performance measures in current position.
V.
List in one sentence the job enhancements or next possible career options.
UTC Research Analyst position in the VES unit
Supervisor or Manager Signature
Title
Next Level of Management Signature
Title
Contractor Representative Signature
Title
Position Description
Position
Payment Processor - Grade 2
Reports To
Support Services Supervisor
I.
Department Support Services
Date Aug 2010
Position Summary: State why this position exists and its major purpose.
Under general supervision the incumbent prep and process replenishments, applications, additional
transponder requests, account maintenance updates, and Violation Enforcement System (VES) payments
received by mail. This is accomplished by successfully operating the check reader for batch processing,
accurately entering individual data into the Patron Account System (PAS).
Review the major areas of responsibility for this position.
A.
Accurately prepare and process customer applications, commercial applications and additional
transponder requests received by mail through the PAS
B.
Prepare and process manual replenishments using the check reader and the PAS at a 99.9% accuracy
within 24 hours of receipt
C.
Enters accurate and complete account update information received by mail through the PAS within 48
hours of receipt.
D.
Process exceptions, denied credit cards incomplete applications, and incomplete transponder requests
received by mail within 48 hours of receipt
E.
Open, sort, count, and batch incoming Payment Processing mail.
F.
Daily reconcile all financial transactions posted to the PAS
G.
Perform all job functions in a manner that will achieve compliance with established performance
Measures
H.
Makes outbound calls to follow up on customer issues as well as information gathering on SunPass
matters.
II. Knowledge, Skills, and Abilities
A. List the knowledge, skills and abilities needed for this position.
KSA
KSA
Knowledge of SunPass and VES business
rules
Data entry skills (45 wpm)
Organization skills
Time management skills
Interpersonal Communication skills
Excellent knowledge of Patron and VES systems
B. List the personal traits (behavior, attitudes) that are needed for this position.
Dependable and stable
Accurate and detail oriented
Positive and supportive
Conscientious
Honest and trustworthy
Consistent
Productive (hard working)
III. Nature/Scope
Significant dimensions of this position not covered elsewhere, i.e. volume of work, impact of work, who
benefits by the work performed, nature of the work environment, etc.
The Payment Processing Unit is a secure environment with a rapid turn around expectation, processing high
volumes of repetitive transactions at a 99.9% accuracy. The primary job functions do not require exercising
independent judgment and relies on instructions and pre-established guidelines.
IV. List what prior experience and qualifications are necessary to fill this position (include years of
experience if required).
High school diploma or equivalent. Six months prior data entry experience or a related area preferred.
V.
List in one sentence the job enhancements or next possible career options.
Payment Processing Specialist or comparable level position in the Mail Center Unit.
Supervisor or Manager Signature
Title
Next Level of Management Signature
Title
Contractor Representative Signature
Title
Position Description
Position
Quality Analyst - Grade 7
Reports To
Quality and Communications Manager
I.
Department Quality and
Communication
Date August, 2010
Position Summary: State why this position exists and its major purpose.
This function is responsible for monitoring and evaluating the performance quality of each department in the
Customer Service Center according to preset standards, processes and procedures. Also responsible for the
administration of customer survey processes and results.
Review the major areas of responsibility for this position.
A. Conducts quality assurance monitoring and documents results in the tracking system. Provides coaching
feedback emphasizing continuous improvement to assure key performance indicators are met.
B. Coordinates with service center management as necessary to resolve quality issues.
C. Analyzes call quality and assists with the calibration of quality monitoring results. Facilitates calibration
sessions with the Call Center and other areas of SunPass operations to ensure consistency in the
evaluation process.
D. Assists with the preparation and production of customer survey and KPI reports in conformance with
agreed-upon formats. Interfaces with vendor to maintain telephone customer survey process.
E. Performs other duties or special projects as required.
II.
Knowledge, Skills, and Abilities
A. List the knowledge, skills and abilities needed for this position.
KSA
KSA
Excellent verbal skills
Time management skills
Excellent written communication skills
Interpersonal communication skills
Data entry skills (45 wpm)
Strong technical, analytical and research skills
PC skills
Ability to express ideas and concepts clearly
Ability to produce, interpret and assimilate data
Excellent knowledge of Patron and VES systems
Demonstrates exceptional work habits
Organization skills
Facilitation skills
B. List the personal traits (behavior, attitudes) that are needed for this position.
Dependable and stable
Conscientious
Accurate and detail oriented
Competent
Courteous and diplomatic
Consistent
Positive and supportive
Cognitive
III. Nature/Scope
Significant dimensions of this position not covered elsewhere, i.e. volume of work, impact of work, who
benefits by the work performed, nature of the work environment, etc.
This position requires an in-depth understanding of the SunPass quality assurance program including concepts
of Key Performance Indicators, quality monitoring calibration, survey administration and report analysis.
Incumbents are expected to provide objective and fair assessments of each department’s quality performance
to provide constructive feedback for quality enhancements and visibly promote the SunPass quality program.
IV. List what prior experience and qualifications are necessary to fill this position (include years of
experience if required).
A minimum of 12 months experience as a Help Desk Analyst, Support Center Analyst, Support Center
Expert or equivalent. At least a Consistently Exceeds (CE) rating on all personal performance measures.
in current position.
V.
List in one sentence the job enhancements or next possible career options.
This position is at the top of the established career path. Additional opportunities will be identified on a case by
case basis based on skills, interests and opportunities that may exist within SunPass Operations and FDOT.
Supervisor or Manager Signature
Title
Next Level of Management Signature
Title
Contractor Representative Signature
Title
Position Description Position Receptionist – Grade 3E Reports to Administrative Services Manager
I.
Department Admin Services Date Aug 2010 Position Summary: State why this position exists and its major purpose(s). This is an Administrative Support position responsible for the operation of the main facility switchboard and the registration, screening and forwarding of all visitors to the Turnpike Enterprise, Toll Operations Facility. Review the major Areas of responsibility for this position A. Responsible for answering, screening and forwarding all local and long distance incoming calls to the person or office requested. B. Greet, register, screen and forward to the proper office/individual all visitors to the facility. Issue security passes/badges as required and maintains the security badge inventory. Maintains current visitor information registration ledgers. C. Receive and sort daily incoming mail and equipment shipments to the facility and deliver to proper departments. Prepare all outgoing mail and packages as required for US Mail or current shipping vendor. D. Maintain and coordinate usage schedule for all facility conference rooms and common areas. Coordinates room composition request with the facilities department. E. Performs other work as required/assigned. II.
Knowledge, Skills, and Abilities A. List the knowledge, skills, and abilities needed for this position. KSA Ability to organize and schedule common area usage KSA Ability to communicate effectively with customers and staff members. Knowledge of basic telephone etiquette Skilled at using office equipment including personal computers, fax machines, copiers, calculators, etc. Ability to maintain composure and professionalism in pressure situations. Ability to maintain records Ability to establish and maintain effective working relationships with peers, superiors, and staff both within and outside the organization structure Ability to handle and maintain confidential material and information Skilled in written and verbal communications Ability to work independently with minimal supervision Knowledge of telephone/PBX console Facility Maintenance Supervisor B. List the personal traits (behavior, attitudes) that are needed for this position. III.
Dependable and stable Optimistic Diplomatic Productive Determined Confident Decisive Nature/Scope Significant dimensions of this position not covered elsewhere, i.e. volume of work, impact of work, who benefits by the work performed, nature of the work environment, etc. Handling of multiple tasks and responsibilities at any given time. Ability to adjust daily work schedule to meet timely deliverables. List what prior experience and qualifications are necessary for this position (include years of experience, if required. Experienced working with a diverse set of people and staff members. IV.
V.
List in one sentence the job enhancements or next possible career options. An administrative receptionist/support employee who shows the strengths required and maintains exceptional performance may have the opportunity to progress into a higher level support role. Supervisor or Manager Signature
Title
Next Level of Management Signature
Title
Contractor Representative Signature
Title
Facility Maintenance Supervisor Position Description
Position
Scheduling Administrator
Reports To
Manager, Call Center Operations
I.
Department Call Center Operations
Grade 6E
Date Aug 2010
Position Summary: State why this position exists and its major purpose.
This position provides critical administrative support to the call center operation through monitoring and
analysis of phone queues, call statistics and work schedules to help assure achievement of SunPass
customer service levels. Supports call center management with scheduling of work force resources to meet
forecasted call volumes.
Review the major areas of responsibility for this position.
A. Monitors phone queues and service levels on a real-time basis to identify situations where additional
resources may be needed to maintain SunPass service levels. Consults with call center management to
determine best course of action to fill resource needs/maintain service levels.
B. Produces work force management schedules for entire call center operation, including analysis of call
forecast accuracy.
C. Assists management with determination of work schedule adherence.
D. Receives calls from employees reporting absences from work and adjusts schedules as needed with
approval from management.
E. Assists with review of standard ACD statistical performance reports and development of ad hoc reports as
requested. Handles other special projects as required.
II.
Knowledge, Skills, and Abilities
A. List the knowledge, skills and abilities needed for this position.
KSA
KSA
Excellent verbal skills
Interpersonal communication skills
Excellent written communications skills
Strong technical, analytical and research skills
PC skills
Stress management skills
Demonstrates exceptional work habits
Ability to express ideas and concepts clearly
Organization skills
Ability to produce, interpret and assimilate data
Time management skills
Strong decision-making skills
Ability to maintain composure in a fast-paced
environment
B. List the personal traits (behavior, attitudes) that are needed for this position.
Accurate and detail oriented
Competent
Dependable and stable
Conscientious
Positive and supportive
Consistent
Courteous and diplomatic
Cognitive
III. Nature/Scope
Significant dimensions of this position not covered elsewhere, i.e. volume of work, impact of work, who
benefits by the work performed, nature of the work environment, etc.
The nature of the work environment is fast-paced requiring potential immediate adjustments to the work
schedules on a regular basis. Incumbents are expected to demonstrate ability to work well under pressure and
to provide management with recommendations for work force adjustments on a near “real-time” basis.
IV. List what prior experience and qualifications are necessary to fill this position (include years of
experience if required).
A minimum of 12 months experience as a Service Support Analyst or equivalent.
At least a Consistently Exceeds (CE) rating overall in current position with no personal performance measures.
rated below Achieves Requirements (AR).
V.
List in one sentence the job enhancements or next possible career options.
This position is at the top of the established career path. Additional opportunities will be identified on a case by
case basis based on skills, interests, and opportunities that may exist within SunPass Operations and FDOT.
Supervisor or Manager Signature
Title
Next Level of Management Signature
Title
Contractor Representative Signature
Title
Position Description
Position
Senior Distribution Specialist - Grade 5
Reports To
Support Services Supervisor
I.
Department Support Services
Date Aug 2010
Position Summary: State why this position exists and its major purpose.
Under general direction and exercising a certain degree of creativity and latitude the incumbent serves as an
assistant to the Operations Supervisor an ensures compliance with established internal control procedures.
Provides general training and coaching to mail center staff, documents productivity exceptions for Key
Performance Indicator Reports, maintains adequate inventory of transponders, supplies, and customer
materials in accordance with the established guidelines, and reports equipment failures to expedite repairs.
Review the major areas of responsibility for this position.
A.
Provide training, QA, coaching, and mentoring as necessary in backing up supervisor
B.
Prepare and process special UPS orders for all offsite location, commercial account with type II shipments,
and work on other special projects as assigned
C.
Complete trend and performance reports, document all productivity exceptions and provide relevant
information to management
D.
E.
F.
Maintain adequate inventory of transponders, supplies, and customer materials on site in accordance with
the established guidelines, and conduct daily inventory analysis to provide pertinent information to
Management, and coordinate physical inventory cycle counts. Drive state vehicle for supply pick-ups as
necessary.
Document and report all equipment failures to management promptly, and manage and log all service
responses consistently
Perform all job functions in a manner that will achieve compliance with established performance measures.
G.
Operate folder/inserter machine for all outgoing mail. (Back up)
H.
Operate Pitney Bowes meter machine reporting dollar amount spent on a daily basis. (Back up)
I.
Makes outbound calls to follow up on customer issues as well as information gathering on SunPass
matters.
II. Knowledge, Skills, and Abilities
A. List the knowledge, skills and abilities needed for this position.
Organization skills
KSA
Ability to motivate, coordinate and lead
KSA
Training and mentoring skills
Ability to produce, interpret and assimilate data
Time Management Skills
Knowledge of standard mail center concepts and
Practices
Decision making skills
Ability to communicate clearly and effectively and convey
ideas verbally and in writing.
B. List the personal traits (behavior, attitudes) that are needed for this position.
Dependable and stable
Productive (hardworking)
Positive and supportive
Accurate and detail oriented
Trustworthy Consistent
Conscientious Demanding
III. Nature/Scope
Significant dimensions of this position not covered elsewhere, i.e. volume of work, impact of work, who
benefits by the work performed, nature of the work environment, etc.
This is a high level position in the technical career path. In order to succeed in this position the incumbent needs
a strong familiarity with standard inventory and mail room concepts, practices and procedures. The incumbent
will rely on experience and judgment and to plan and accomplish goals in a variety of complicated tasks.
IV. List what prior experience and qualifications are necessary to fill this position (include years of
experience if required).
A minimum of one-year experience as a Senior Mail Center Specialist or equivalent. At least a Consistently
Exceed (CE) rating on all personal performance measures in current position.
V.
List in one sentence the job enhancements or next possible career options.
Service Support Analyst or a Customer Service Lead. Comparable level position within the Accounting
Supervisor or Manager Signature
Title
Next Level of Management Signature
Title
Contractor Representative Signature
Title
Position Description
Position
Senior Mail Center Specialist - Grade 3
Reports To
Support Services Supervisor
I.
Department Support Services
Date Aug 2010
Position Summary: State why this position exists and its major purpose.
Under general supervision, the incumbent will accurately enter transponder data into Patron Account System
(PAS) for effectively filling purchase requests. This will be achieved by scanning specific inventory
information in the PAS inventory modular, validating the inventory functionality, programming and assigning
transponders for the associated request, and packaging the transponder(s), supplies and SunPass customer
materials for mailing. The incumbent will ensure the timely process of outgoing mail by using the mail center
equipment.
Review the major areas of responsibility for this position.
A.
B.
C.
D.
Enter accurate and complete inventory into the PAS inventory modular
Fill distribution centers, and departments request for transponder inventory received by mail, fax, web,
email, and phone and assemble requests with corresponding supplies and materials.
Identify and remove defective transponder(s) from inventory, box up warranty replacement
transponder(s)for manufacture shipment, and prep defective non-warrant transponder(s) for disposal.
Receive, unload, check and stock new transponders inventory, supplies, and customer materials, and
retrieve for distribution as requested
E.
Receive returned tags from shipping mail, front counter, determine resolution, and sort. Clean and prepare
all returned reusable transponder for resale, prepare tags for return to manufacturer, and issue warranty
replacements
F.
Accurately perform a physical inventory of all transponders, supplies and customer materials as requested
G.
Operate folder / inserter machine for all outgoing mail.
H.
Perform all job functions in a manner that will achieve compliance with established performance measures
I.
Fulfill customer’s purchase requests from the transponder queue received by mail, fax, web, email, and
phone
J.
Makes outbound calls to follow up on customer issues as well as information gathering on SunPass
matters.
II. Knowledge, Skills, and Abilities
A. List the knowledge, skills and abilities needed for this position.
KSA
KSA
PC skills
Time management skills
Organization skills
Knowledge of commonly used mail center practices
Data entry skills (20wpm)
Intercommunication skills
Ability to lift 35 pounds
Good visual and hearing abilities
B. List the personal traits (behavior, attitudes) that are needed for this position.
Dependable and stable
Accurate and detail oriented
Positive and supportive
Conscientious
Honest and trustworthy
Productive (hard working)
III. Nature/Scope
Significant dimensions of this position not covered elsewhere, i.e. volume of work, impact of work, who
benefits by the work performed, nature of the work environment, etc.
The mail center is a high volume and fast pace environment dependent on accuracy to minimize mailing cost.
The primary job functions do not require exercising independent judgment and relies on instructions and
pre-established guidelines.
IV. List what prior experience and qualifications are necessary to fill this position (include years of
experience if required).
High school diploma or equivalent. Six months prior inventory related experience preferred or one month
experience as a Mail Center Specialist with at least an Achieves Requirements rating on all personal
V.
List in one sentence the job enhancements or next possible career options.
Mail Center Operations Assistant. Comparable level position in a Customer Service Operations Unit
Supervisor or Manager Signature
Title
Next Level of Management Signature
Title
Contractor Representative Signature
Title
Position Description
Position
Senior Payment Processing Specialist - Grade 4
Reports To
Support Services Supervisor
I.
Department Support Services
Date Aug 2010
Position Summary: State why this position exists and its major purpose.
Under general supervision the incumbent prep and process replenishments, applications, additional
transponder requests, account maintenance updates, and Violation Enforcement System (VES) payments
received by mail. This is accomplished by successfully operating the check reader for batch processing and
accurately entering individual data into the Patron Account System (PAS) and VES.
Review the major areas of responsibility for this position.
A.
Accurately prepare and process customer applications, commercial applications and additional
transponder requests received by mail through the PAS.
B.
Prepare and process manual replenishments using the check reader and the PAS at 99.9% accuracy.
Within 24 hours of receipt
C.
Enters accurate and complete account update information received by mail through the PAS within 48
hours of receipt.
D.
Process exceptions, denied credit cards incomplete applications, and incomplete transponder requests
received by mail within 48 hours of receipt.
E.
Process, enter, and reconcile VES payments received from the courts within 48 hours.
F.
Prepare and process violation payments received by mail through the VES at a 99.9% accuracy within 24
hours of receipt.
G.
Daily reconciliation of all financial transactions posted to PAS and VES.
H.
Delivers high quality direct customer care serving as a resource pool to the call center as necessary.
I.
Perform all job functions in a manner that will achieve compliance with established performance
measures.
II. Knowledge, Skills, and Abilities
A. List the knowledge, skills and abilities needed for this position.
KSA
KSA
Organization skills
Interpersonal Communication skills
Time management skills
Excellent knowledge of Patron and VES systems
Data entry skills (45 wpm)
Knowledge of SunPass and VES business rules
PC Skills
General written communication skills
B. List the personal traits (behavior, attitudes) that are needed for this position.
Dependable and stable
Conscientious
Positive and supportive
Competent
Consistent
Honest and trustworthy
Accurate and detail oriented
Productive (hard working)
III. Nature/Scope
Significant dimensions of this position not covered elsewhere, i.e. volume of work, impact of work, who
benefits by the work performed, nature of the work environment, etc.
The Payment Processing Unit is a secure environment with a rapid turnaround expectation, processing high
volumes of repetitive transactions at 99.9% accuracy. The primary job functions do not require exercising
independent judgment and relies on instructions and pre-established guidelines.
IV. List what prior experience and qualifications are necessary to fill this position (include years of
experience if required).
A minimum of six months experience as a Payment Processing Specialist or equivalent. At least a Consistently
Exceeds (CE) rating on all personal performance measures in current position.
V.
List in one sentence the job enhancements or next possible career options.
VES Analyst position in the VES unit or Service Support Analyst in the Customer Support Center
Supervisor or Manager Signature
Title
Next Level of Management Signature
Title
Contractor Representative Signature
Title
Position Description
Position
Senior VES Analyst – Grade 5
Reports To
VES Supervisor
I.
Department Support Services
Date Aug 2010
Position Summary: State why this position exists and its major purpose.
Exercising independent judgment utilizing pre-defined guidelines, the incumbent will pursue violations in
question by analyzing and researching the cause and initiate a corrective action plan. Provide support to the
Resources in the Violation Processing Center, Call Center, interoperability agencies, rental, leasing and
commercial companies, DHSMV, FDLE, and the Florida’s Judicial Authorities. This position may interact with
various Departments and personnel, such as Finance, toll enforcement, county courts and SunPass Operations
Management. This is achieved by successfully researching toll events, meeting deadlines, organizing and
implementing new work flows, completing required documentation, scanning supporting information,
communicating researched results, and updating VPS corresponding data tables.
Review the major areas of responsibility for this position.
A.
Research Uniform Traffic Citation (UTC) dismissals and update all disposition changes in VPS.
B.
Communicate and document dismissal results to the requesting parties, interoperability agencies,
Database Administrator and management consistently through the established process.
C.
Accurately scan and enter into the VPS all correspondence received that is applicable to an enforceable
violation, such as affidavit processing.
D.
Enter and update SAS with complete and accurate notes, vehicle information, and M-Tolling when
required based on pre-established guidelines.
E.
Review and process 100% of all images in the queue by accepting for continual enforcement or rejecting
for final disposition based on pre-established guidelines.
F.
Review data to ensure that the issuance of a Uniform Traffic Citation (UTC) is warranted.
G.
Process images through VPS by clicking to accept, editing to update, and rejecting to disposition at a
99.9% accuracy rate.
H.
Perform all job functions in a manner that will achieve compliance with established performance
measures.
I.
Maintain particular parameters in VPS related to printing and issuance of violation documents.
J.
Coordinate with County Court system and DHSMV in resolution of Uniform Traffic Citations resulting from
toll violations.
K.
Assists and interacts with customers in helping resolve customer complaints and/or questions related to
Toll Violation notices and other related enforcement activities. Monitors activity of repeat violators and
provides recommendations to supervisor regarding enforcement action.
L.
Assist with monitoring and Quality Assurance for VES Staff.
M.
Researches UTC dismissal requests from the call center for acceptance.
N.
Submits requests for dismissals to interoperable agencies via e-mail and notes patron accounts
accordingly. Acts as liaison with the call center for VES related requests.
O.
Conduct through research and analysis on Uniform Traffic Citation (UTC) dismissals and determine the
best course of action to prevent further events.
P.
Identify, document, and notify management of reoccurring problems and trends needing urgent attention.
Q.
Manage interoperability agencies, commercial, rental and leasing company’s requests for information and
resolutions. Document and report activities to management.
R.
Assemble UTC evidence packages for court appearances and creates testimony cover page for each.
S.
Assist Lead/supervisor with incoming dismissal requests from interoperable agencies and file responses
accordingly.
T.
Conduct training for New VES Specialist trainees.
U.
Batch, Sort, and file incoming VES mail for processing, trending and reporting purposes.
V.
Review all incoming VES payments for acceptance and log for tracking purposes.
W.
Research Uniform Traffic Citation (UTC) dismissal requests and update results and final dispositions in a
spreadsheet tracking tool.
X.
Ensure that dismissal requests are completed and mailed/faxed to the corresponding county court within
48 hours.
Y.
Research into VPS to ensure that UTC dispositions have been accurately updated to dismissed.
Z.
Enter into the patron account system (SAS) to ensure that complete and accurate notes have been added
in regards to any dismissal request.
AA. Communicate and coordinate with the courts for resolution of Uniform traffic Citation dismissals resulting
from requests made by Interoperable agencies or Unicenter.
AB. Sort, audit and process payments made from violators for Uniform Traffic Citations and enter into tracking
spreadsheet.
AC. Answer FHP account verification calls for toll enforcement
II.
Knowledge, Skills, and Abilities
A.
List the knowledge, skills and abilities needed for this position.
KSA
KSA
Exceptional Organization skills
Microsoft Office skills
Time management skills
Data entry skills (45wpm)
Ability to work independently
Strong written & communication skills
Decision making skills
Ability to produce, interpret and assimilate data
Exceptional PC skills
Ability to express ideas and concepts clearly
Ability to produce, interpret, and assimilate
data
Excellent knowledge of VPC and the Call Center
business rules and systems.
Excellent technical, analytical, and research
skills
B. List the personal traits (behavior, attitudes) that are needed for this position.
Dependable and stable
Accurate and detail oriented
Consistent Analytical
Competent Decisive
Conscientious Disciplined
III. Nature/Scope
Significant dimensions of this position not covered elsewhere, i.e. volume of work, impact of work, who
benefits by the work performed, nature of the work environment, etc.
The tasks assigned to the incumbent alleviate escalating routine processes to the supervisor and centralizes
those processes for efficiencies. An exceptional comprehension of the VPS and SAS system is vital in
determining resolutions. The incumbent’s ability to process will affect ongoing enforcement efforts.
IV. List what prior experience and qualifications are necessary to fill this position (include years of
experience if required).
A minimum of 3 months as a UTC Researcher or 3 months as a Customer Care Specialist. At least an overall
Consistently Exceeds (CE) rating and no individual personal performance measurement rating below Achieves
Requirements (AR) in current position.
V.
List in one sentence the job enhancements or next possible career options.
VES Analyst, Service Support Analyst, or a Customer Care Analyst would be the areas of opportunity to
pursue after successfully achieving an overall CE rating in the current position.
Supervisor or Manager Signature
Title
Next Level of Management Signature
Title
Contractor Representative Signature
Title
Position Description Position Support Services Research Specialist – Grade 3 Reports To Customer Support Center Supervisor Department Support Services Date Aug 2010 I. Position Summary: State why this position exists and its major purpose. Under general direction and exercising independent judgment the incumbent assists in delivering high quality service to customers by analyzing, researching and initiating a correct course of action on a variety of exception items and correspondence. A Skip Tracing Representative will utilize various tools and techniques to locate customers. Will also perform general office tasks including data entry and filing. Review the major areas of responsibility for this position. A. Skip Trace returned VES documents (i.e., Uniform Traffic Citations, Unpaid Toll Notices…) as well as Unpaid toll invoices, returned checks, general correspondence and other miscellaneous documents B. Perform general office tasks and filing. II. Knowledge, Skills, and Abilities A. List the knowledge, skills and abilities needed for this position. KSA KSA Qualified candidates will have a minimum typing speed of 30 wpm Knowledge of computers is necessary Need to be able to navigate through several software programs, be familiar with a windows environment, know how to access websites on the internet Previous skip tracing experience a must Word and Excel experience B. List the personal traits (behavior, attitudes) that are needed for this position. Dependable and stable Conscientious Positive and supportive Competent Courteous and diplomatic Consistent Accurate and detail oriented cognitive Page 1 of 2
Support Services Research Specialist
III. Nature/Scope Significant dimensions of this position not covered elsewhere, i.e. volume of work, impact of work, who benefits by the work performed, nature of the work environment, etc. Workflow in the Violation Processing Unit relies on the information loaded by the incumbent into the violation server. Handling of multiple tasks and responsibilities at any given time. Ability to adjust daily work schedule to meet timely deliverables. The incumbent works independently by pre‐established Instructions and guidelines. IV. List what prior experience and qualifications are necessary to fill this position (include years of experience if required). Minimum 6 months skip tracing experience V. List in one sentence the job enhancements or next possible career options. Customer Care Specialist or VES Analyst Supervisor or Manager Signature Title Next Level of Management Signature Title Contractor Representative Signature Title Page 2 of 2
Support Services Research Specialist
Position Description
Position
Support Center Analyst – Grade 5
Reports To
Customer Support Center Supervisor
I.
Department Support Services
Date Aug 2010
Position Summary: State why this position exists and its major purpose.
Under general direction and exercising independent judgment the incumbent assists in delivering high quality
Service to customers by analyzing, researching and initiating a correct course of action on a variety of
Exception items and correspondence. Provides direct customer service to walk in customers and as a call
Center resource.. Supports QA by identifying trends, making survey calls and completing reports required.
Review the major areas of responsibility for this position.
A.
Process Refund Request Forms (RRF), Feed-Back forms (FBF) that are submitted to the Support Center
B.
Electronically or via a hard copy.
C.
Process customer correspondence that is submitted by the customer via mail or fax
D.
Provide direct customer service to walk in customers
E.
Provide support to the Call Center by answering phones on Mondays and high call volume days
F.
Resource pool for Web Specialists during high email volumes
G.
Makes outbound calls to follow up on customer issues as well as information gathering
H.
Ability to drive a state vehicle by following state guidelines.
II. Knowledge, Skills, and Abilities
A. List the knowledge, skills and abilities needed for this position.
KSA
KSA
Cash handling experience
Strong technical, analytical and research skills
PC skills
Ability to follow through on commitments
Organization skills
Ability to express ideas on concepts clearly
Time management skills
Interpersonal communication skills
B. List the personal traits (behavior, attitudes) that are needed for this position.
Dependable and stable
Conscientious
Positive and supportive
Competent
Courteous and diplomatic
Consistent
Accurate and detail oriented
cognitive
III. Nature/Scope
Significant dimensions of this position not covered elsewhere, i.e. volume of work, impact of work, who
benefits by the work performed, nature of the work environment, etc.
This is a high level position in the technical career path. In order to succeed in this position incumbents need a
Familiarity with all areas in SunPass Operations which is obtained through cross training, OJT, and/or
Orientations of other departments and positions. Incumbents support a diverse variety of functions and work
Processes.
IV. List what prior experience and qualifications are necessary to fill this position (include years of
experience if required).
A minimum of one year experience as a Customer Care Specialist or equivalent. At least a (CE) rating on all
personal performance measures in current position.
V.
List in one sentence the job enhancements or next possible career options.
Web specialist, Support Center Expert, and/or Support Center Lead.
Supervisor or Manager Signature
Title
Next Level of Management Signature
Title
Contractor Representative Signature
Title
Position Description
Position
Support Center Expert – Grade 6
Department Support Services
Reports To Customer Support Center Supervisor
Date Aug 2010
I. Position Summary: State why this position exists and its major purpose.
Exercising independent judgment the incumbent assists in delivering high quality service to customers by
analyzing, researching, and initiating a corrective action on a variety of exceptions, correspondence,
email and financial transactions. Provides direct customer service as a Call Center and Help-Desk resource.
Supports QA by identifying trends, making survey calls, analyzing data, and completing reports as requires.
Supports Department Lead/Supervisor with day to day activities which include: coaching, daily QA, coverage
to name a few.
Review the major areas of responsibility for this position.
A.
Assists the department lead/Supervisor in the daily QA process
B.
Maintains employee files
C.
Opening of Front Counter (Count funds, Assign tour funds, Provide supplies, Assign,
transponder for sales and Make change when needed)
D.
Assists in the daily cash-out of counter employees and Front Counter Closing (Cash out staff,
Daily deposits and reports, Retrieve transponders not sold)
E.
Works Saturdays providing coverage for the Support Center as well as the VES verification staff.
F.
Provide assistance/acts as a buffer for escalates issues derived from the Front Counter.
G.
Supports the business by assisting in special projects that outside the main scope of departments.
H.
Assists Lead/Supervisor with day to day business requirements that can be delegated.
I.
Provides coverage when department Lead/Supervisor is absent or scheduled off
J.
Process Refund Request Forms (RRF), Feed-Back forms (FBF) that are submitted to the Support
Center electronically or via hard copy.
K.
Process customer correspondence that is submitted by the customer via mail or fax
L.
Provide direct customer service to walk in customers
M.
Provide support to the Call Center by answering phones on Mondays and high call volume days
N.
Makes outbound calls to follow up on customer issues as well as information gathering on SunPass matters
O.
Ability to drive a state vehicle by following state guidelines
P.
Manage transponder/cash inventory (Monthly transponder count, Daily and Monthly cash count,
Order change when needed, Order transponders when needed)
Q.
Assist Supervisor/Lead with supply orders (Toner, Paper, receipt tape…)
II. Knowledge, Skills, and Abilities
A.
List the knowledge, skills and abilities needed for this position.
KSA
Cash handling experience
Time management skills
1 Year supervisory experience
Interpersonal communication skills
Internet navigation experience
Strong technical, analytical and research skills
PC skills
Ability to follow through on commitments
Organization skills
Ability to express ideas on concepts clearly
B. List the personal traits (behavior, attitudes) that are needed for this position.
Dependable and stable
Conscientious
Positive and supportive
Competent
Courteous and diplomatic
Consistent
Accurate and detail oriented
cognitive
III. Nature/Scope
Significant dimensions of this position not covered elsewhere, i.e. volume of work, impact of work, who
benefits by the work performed, nature of the work environment, etc.
This is a high level position in the technical career path. In order to succeed in this position incumbents need a
Familiarity with all areas in SunPass Operations which is obtained through cross training, OJT, and/or
Orientations of other departments and positions. Incumbents support a diverse variety of functions and work
Processes.
V.
List what prior experience and qualifications are necessary to fill this position (include years of
experience if required).
A minimum of one year experience as a Support Center Analyst or equivalent. At least a (CE) rating on all
personal performance measures in current position.
V.
List in one sentence the job enhancements or next possible career options.
Support Center Lead. Call Center Help Desk if there is an interest in moving into a leadership career track.
Supervisor or Manager Signature
Title
Next Level of Management Signature
Title
Contractor Representative Signature
Title
I
Position Description
Position
Support Center Lead – Grade 7
Reports To
Customer Support Center Supervisor
I.
Department Support Services
Date Aug 2010
Position Summary: State why this position exists and its major purpose.
Exercising independent judgment the incumbent assists in delivering high quality service to customers by
Analyzing, researching, and initiating a corrective action on a variety of exceptions, correspondence,
Email and financial transactions. Provides direct customer service as a Call Center and Help-Desk resource.
Supports QA by identifying trends, making survey calls, analyzing data, and completing reports as requires.
Supports Department Supervisor with day to day activities which include: coaching, disciplinary action,
daily QA, transponder inventory, escalated issues, and monthly cash count to name a few .
Review the major areas of responsibility for this position.
A.
Assists the department Supervisor in the daily QA process
B.
Maintains employee files
C.
Assists in the daily cash-out of counter employees
D
Provide assistance/acts as a buffer for escalates issues derived from the Front Counter.
E
Supports the business by assisting in special projects that outside the main scope of departments.
F
Provides coverage when department Lead/Supervisor is absent or scheduled off.
G
Works Saturdays providing coverage for the Support Center as well as the VES verification staff.
H.
Assists Supervisor with day to day business requirements that can be delegated.
I.
Assist the Supervisor in coaching and providing disciplinary action towards employees
J.
Completes weekly schedules for the Support Center
K.
Keeps track of total hours scheduled off by employees to ensure they comply to time off guidelines
L.
M.
Keeps track of transponder inventory assigned to the Front Counter as well as supplies (i.e., RF bags…)
Assists the department lead/Supervisor in the daily QA process
N.
Maintains employee files
O.
Assists in the daily cash-out of counter employees
P.
Provide assistance/acts as a buffer for escalates issues derived from the Front Counter
Q.
R.
Supports the business by assisting in special projects that outside the main scope of departments
Assists Lead/Supervisor with day to day business requirements that can be delegated
S.
T.
Provides coverage when department Lead/Supervisor is absent or scheduled off
Process Refund Request Forms (RRF), Feed-Back forms (FBF) that are submitted to the Support Center
electronically or via hard copy.
U.
Process customer correspondence that is submitted by the customer via mail or fax
V.
W.
Provide direct customer service to walk in customers
X.
II.
Provide support to the Call Center by answering phones on Mondays and high call volume days
Monthly cash count and reporting
Knowledge, Skills, and Abilities
A. List the knowledge, skills and abilities needed for this position.
KSA
B.
KSA
Cash handling experience
Interpersonal communication skills
1-2 Year supervisory experience
Time management skills
Internet navigation experience
Strong technical, analytical and research skills
PC skills
Ability to follow through on commitments
Organization skills
Ability to express ideas on concepts clearly
Excellent verbal skills
Strong decision making skills
Written communication skills
Ability to produce, interpret and assimilate data
List the personal traits (behavior, attitudes) that are needed for this position.
Dependable and stable
Conscientious
Positive and supportive
Competent
Courteous and diplomatic
Consistent
Accurate and detail oriented
cognitive
III. Nature/Scope
Significant dimensions of this position not covered elsewhere, i.e. volume of work, impact of work, who
benefits by the work performed, nature of the work environment, etc.
This is a high level position in the technical career path. In order to succeed in this position incumbents need a
Familiarity with all areas in SunPass Operations which is obtained through cross training, OJT, and/or
Orientations of other departments and positions. Incumbents support a diverse variety of functions and work
Processes.
IV. List what prior experience and qualifications are necessary to fill this position (include years of
experience if required).
A minimum of one year experience as a Support Center Analyst or equivalent. At least a (CE) rating on all
personal performance measures in current position.
V. List in one sentence the job enhancements or next possible career options.
Call Center or Support Center Supervisor
Supervisor or Manager Signature
Title
Contractor Representative Signature
Title
Contractor Representative Signature
Title
Position Description
Position
Support Service Lead – Grade 7
Reports To
Support Services Supervisor
Department Support Services
Date Aug 2010
I. Position Summary: State why this position exists and its major purpose.
This is a supervisory support and developmental position responsible for assisting supervisors with
overseeing the daily activities of the SunPass Payment
Processing and Mail Center/Shipping Units and for helping supervisors meet or exceed the
personal performance measures established for these operations.
Review the major areas of responsibility for this position.
Utilizes performance management information to assist with coordinating and scheduling
A
the activities of Payment Processors, Mail Clerks, and Shipping Clerks in assisting the
supervisor with the achievement of the designated key performance indicators.
B
Conducts quality assurance checks and assists with documenting results and training,
coaching and mentoring team members for continuous improvement.
C
Assists with the completion of staff evaluations, training, and recommending team
members for promotion, salary increase, or other actions. Provides documentation to
support these actions.
D
Tracks and monitors exceptions, collects data, generates reports, cashes out Payment
Processing Agents, and distributes and receives transponders to and from SunPass
employees
E
Provides technical and administrative guidance to staff.
F
Performs other work as required and assigned.
G
Identifies problems with office equipment, systems and general toll issues and
communicates or escalates these issues to the proper area for resolution. Coordinates
with other units or divisions as necessary to resolve issues.
H
Ensures compliance with state and federal laws, rules and guidelines, and DOT / OTO
policies and procedures.
II. Knowledge, Skills, and Abilities
A. List the knowledge, skills and abilities needed for this position.
KSA
Skilled in the set-up, operation, and
maintenance of 21 high volume
computerized mail processing
equipment and inventory
management practices and
procedures.
Ability to lead, organize, and schedule
the activities of a team consisting of
8-12 clerical/operational employees
Ability to assist in identifying and
documenting staff developmental needs
and in drafting evaluations, and making
recommendations for pay increases,
promotions, and corrective/disciplinary
action.
Ability to maintain composure and
professionalism in pressure
situations.
Skilled in interpreting management
information reports and recommending
or initiating corrective action as
required.
Ability to handle and maintain confidential
information.
KSA
Knowledge and experience in processing
payments in a high volume lockbox or mail-in
payment processing center.
Knowledge of coaching, mentoring, and staff
development practices and principles used in
a processing environment.
Skilled in verbal and written communications.
Ability to work independently with minimal
supervision.
Ability to establish and maintain effective
working relationships with peers,
superiors, and staff both within and
outside the immediate organizational
structure.
Skilled in basic business mathematics.
Skilled at using office equipment including
personal computers, fax machines, copiers,
calculators etc.
Ability to generate reports using a
spreadsheet program.
Skill in the use of Windows 95, 2000, NT or
XP, and word processing programs
B. List the personal traits (behavior, attitudes) that are needed for this position.
Dependable and stable
Conscientious
Positive and supportive
Competent
Consistent
Honest and trustworthy
Accurate and detail oriented
Productive (hard working)
III. Nature/Scope
Significant dimensions of this position not covered elsewhere, i.e. volume of work, impact of
work, who benefits by the work performed, nature of the work environment, etc.
This is a high level position in Operations. In order to succeed in this position incumbents need to be
Familiar with all areas of The Support Services main areas, such as VES and Support Center.
Incumbents will support a diversity of functions and work processes.
IV. List what prior experience and qualifications are necessary to fill this position (include years of
experience if required).
Consistently Exceeds”(CE) rating on all Personal Performance Measures (PPM) in current position.
V. List in one sentence the job enhancements or next possible career options.
Support Services Supervisor
Supervisor or Manager Signature
Title
Next Level of Management Signature
Title
Contractor Representative Signature
Title
Position Description
Position
Support Services Analyst – Grade 5
Reports To
Support Services Supervisor
I.
Department Support Services
Date Aug 2010
Position Summary: State why this position exists and its major purpose.
Under general supervision of The Support services Supervisor the incumbent prepare and processes
replenishments, applications, additional transponder requests, account maintenance
updates, and Violation Enforcement System (VES) payments received by mail.
This is accomplished by successfully operating the check reader for batch processing,
accurately entering individual data into the Patron Account System (PAS). In addition the incumbent will
accurately enter transponder data into PAS for effectively filling purchase requests. This will be achieve by
scanning specific inventory information in the PAS inventory modular, validating the inventory functionality,
programming and assigning transponders for the associated request. The incumbent will ensure the timely
process of outgoing mail by using the mail center equipment. Further, the incumbent will prepare, sort,
run queries and package defective transponders to be returned to the manufacturer, along with the entire
failures types into the RMA Access database to produce a RMA report.
Review the major areas of responsibility for this position.
A.
Accurately prepare and process customer applications, commercial applications and additional
transponder requests received by mail through the PAS.
B.
Prepare and process manual replenishments using the check reader and the PAS at 99.9% accuracy.
within 24 hours of receipt.
C.
Daily reconcile all financial transactions posted to the PAS.
D.
Enter accurate and complete inventory into the PAS inventory modular Identify and remove defective
transponders from inventory.
Fill distribution center, and department’s requests for transponder inventory received by mail, fax, web,
E.
email, and phone, and assemble requests with corresponding supplies and materials.
F.
Operate folder / inserter machine for all outgoing mail/operate Pitney Bowes meter machine, which reports
dollar amount spent daily.
G.
Receive returned tags from shipping mail, front counter, determine resolution, and sort. Clean and prepare
all returned reusable transponder for resale, prepare tags for return to manufacturer, and issue warranty
replacements
Prepare, sort and run queries in an Access database. Package defective transponders to be returned to
the manufacturer for replacement.
H.
I.
J
Perform all job functions in a manner that will achieve compliance with established performance
measures.
Able to drive Department owned vehicles when necessary
II. Knowledge, Skills, and Abilities
A. List the knowledge, skills and abilities needed for this position.
KSA
Organization skills
Time management skills
Data entry skills (45 wpm)
KSA
Interpersonal communication skills
Excellent knowledge of Patron and VES systems
Knowledge of SunPass and VES business rules
PC skills –Micro Soft Access, Excel and Word
B. List the personal traits (behavior, attitudes) that are needed for this position.
Dependable and stable
Conscientious
Positive and supportive
Competent
Consistent
Honest and trustworthy
Accurate and detail oriented
Productive (hard working)
III. Nature/Scope
Significant dimensions of this position not covered elsewhere, i.e. volume of work, impact of work, who
benefits by the work performed, nature of the work environment, etc.
The Payment Processing Unit is a secure environment with a rapid turn around expectation, processing high
volumes of repetitive transactions at a 99.9% accuracy. The primary job functions do not require exercising
independent judgment and relies on instructions and pre-established guidelines.
IV. List what prior experience and qualifications are necessary to fill this position (include years of
experience if required).
A minimum of six (6) months experience as a Payment Processor or equivalent with at least a “Consistently
Exceeds”(CE) rating on all Personal Performance Measures (PPM) in current position.
V.
List in one sentence the job enhancements or next possible career options.
Senior Distribution Specialists
Supervisor or Manager Signature
Title
Next Level of Management Signature
Title
Contractor Representative Signature
Title
Position Description
Position
Support Services Expert – Grade 6
Reports To
Support Services Supervisor
Department Operations
Date Aug 2010
I. Position Summary: State why this position exists and its major purpose.
This is a supervisory support and developmental position responsible for assisting supervisor/lead in overseeing
the daily activities of the Support Services area.
The ability to exercise independent judgment in the absence of the supervisor/lead.
Responsible for personal performance measures established for these operations
Review the major areas of responsibility for this position.
A.
Assists the department lead/supervisor in the daily QA process.
B.
Maintains employee files for the purpose of scheduling employee reviews.
C.
Assists in the daily cash-out of Payment Processors.
D.
Assists lead/supervisor with day to day business requirements as need.
E.
Provides coverage when department lead/supervisor is
F.
Assists in special projects that may be outside the department’s main scope of business as
required.
G.
Process customer correspondence.
H.
Makes outbound calls to follow up on customer issues as well as for information gathering.
Monitor daily transponder inventory.
I.
Ability to operate mail equipment.
J.
Drive department/company vehicle to and from SunPass warehouse, post office, or other required
driving.
II. Knowledge, Skills, and Abilities
A. List the knowledge, skills and abilities needed for this position.
KSA
KSA
Skilled in verbal and written communications.
Ability to display fairness
Ability to multi task
Time management skills
Interpersonal communication skills
Strong technical, analytical and research skills
PC skills
Ability to follow through on commitments
Organization skills
Ability to express ideas on concepts clearly
B. List the personal traits (behavior, attitudes) that are needed for this position.
Dependable and stable
Conscientious
Positive and supportive
Competent
Courteous and diplomatic
Consistent
Accurate and detail oriented
Cognitive
III..Nature/Scope
Significant dimensions of this position not covered elsewhere, i.e. volume of work, impact of work, who
benefits by the work performed, nature of the work environment, etc.
This is a high level position in Operations. In order to succeed in this position, incumbents need to be familiar
with all areas of the Support Services Department, including VES and the Support Center. Incumbents will
support a diversity of functions and work processes.
IV. List what prior experience and qualifications are necessary to fill this position (include years of experience if
required).
A minimum of one year experience as a Support Service Analyst or equivalent. At least a (CE) rating on all
personal performance measures in current position.
V. List in one sentence the job enhancements or next possible career options.
Support Services Lead
Supervisor or Manager Signature
Title
Next Level of Management Signature
Title
Contractor Representative Signature
Title
Position Description
Position
Support Services Supervisor – Grade 8
Reports To
Support Services Manager
I.
Department Support Services
Date Aug 2010
Position Summary: State why this position exists and its major purpose.
This is a supervisory position responsible for overseeing the daily activities of the SunPass Payment
Processing and Mail Center/Shipping Units and for meeting or exceeding the personal performance
measures established for these operations and the assigned team / work units.
These units are responsible for performing the following functions: processing of incoming
payments and applications, mail processing, daily cash out of payment processing agents, customer
service, problem account, servicing, distribution of transponders, inventory maintenance, and
reporting.
Review the major areas of responsibility for this position.
A
B
Utilizes performance management information to supervise, coordinate and schedule the activities
of unit processing staff in assisting the manager with the achievement of the designated key
performance indicators.
Responsible for effective human resource administration including training, evaluations,
coaching, mentoring, recommending salary increases, promotions, and corrective actions.
Reviews, approves, and maintains time sheets and leave requests for staff.
C
Monitors and documents the quality of transactions processed and provides continuous feedback
to staff.
D
Assures that daily personal performance measures are available and effectively utilizes this
information to manage the work force for continuous improvement.
E
Provides input and / or assistance in formulating new policies and procedures; recommends
changes to existing policies and procedures as required to improve operations in efficient
achievement of performance indicators or to support changing business requirement
F
Monitor all incoming transponders shipments arriving at SunPass Warehouse and loading dock,
insuring that the correct shipment are transferred from manufactory to Retail sites.
G
Performs daily administrative duties such as cashing out payment processing agents, checking
transponder inventory, and the assurance of all Non Revenue transponders into SunPass Account
System.
H
Identifies problems with office equipment, systems and general toll issues and communicates or
escalates these issues to the proper area for resolution. Coordinates with other units or divisions
as necessary to resolve issues.
I
Regularly communicates with other units to foster an effective team environment and assure that
these areas are aware of issues that may impact their area.
J
Ensures compliance with state and federal laws, rules and guidelines, and DOT / OTO policies and
procedures.
Page 1 of 3
VES Analyst
II. Knowledge, Skills, and Abilities
A. List the knowledge, skills and abilities needed for this position.
KSA
KSA
Ability to manage and develop ten or more
employees in a multi-task environment.
Ability to use constructive criticism and guidance
from direct supervisor as tools for improvement
Ability to establish and maintain consistent
and effective communication with
supervisors, peers and subordinates.
Ability to take a pro-active approach with
assigned projects, to plan and prepare for
challenges before they arrive.
Knowledge and experience in processing
financial records and/or payments.
Ability to remain composed under pressure
and provide confident leadership through
challenging situations.
Skilled in the set-up, operation, and
maintenance of computerized mail
processing equipment
Knowledge and experience in processing
confidential records.
Knowledge and experience in cash
handling and end-of-day close-out and
balance of multiple employees
Knowledge and experience in customer service. Skilled
in purchasing practices/procedures and inventory
management.
Knowledge of training methods, practices
and procedures.
Ability to create, evaluate and make changes to
procedures as required to improve efficiency of
assigned operations
Ability to generate reports using a spread
sheet program.
Skill in the use of Windows 95, 2000, NT or XP, and word
processing programs.
B. List the personal traits (behavior, attitudes) that are needed for this position.
Dependable and stable
Conscientious
Positive and supportive
Competent
Consistent
Honest and trustworthy
Accurate and detail oriented
Productive (hard working)
III. Nature/Scope
Significant dimensions of this position not covered elsewhere, i.e. volume of work, impact of work, who
benefits by the work performed, nature of the work environment, etc.
IV.List what prior experience and qualifications are necessary to fill this position (include years of experience if
required).
V. List in one sentence the job enhancements or next possible career options.
Page 2 of 3
VES Analyst
Supervisor or Manager Signature
Title
Next Level of Management Signature
Title
Contractor Representative Signature
Title
Page 3 of 3
VES Analyst
Position Description Position Toll Enforcement Officer Grade 8 Reports To Senior Supervisor, Toll Enforcement Section I.
II.
Department Support Services Date Aug 2010
Position Summary: State why this position exists and its major purpose. Under general direction and established guidelines, the incumbent will issue Uniform Traffic Citations to Individuals who fail to pay tolls per Florida Statute 316.1001. This is achieved by successfully understanding The Violation Enforcement System, researching violating events and completing required documentation. This position requires representing the FDOT in court as the issuing officer and acting as the court liaison in jurisdictions assigned to the TEO. Review the major areas of responsibility for this position. A. Review data to ensure that the issuance of a Uniform Traffic Citation (UTC) is warranted. This may be done Remotely depending on the location of the TEO. B. Coordinate with County Court System and Department of Highway Safety and Motor Vehicles in resolution of Uniform Traffic Citations resulting from toll violations. C. Schedules court appearances and generates evidence packages as necessary. If evidence package is generated from another source, review accuracy of evidence package. D. Enter and update the Violation Enforcement System (VES) with complete and accurate notes on disposition of trials attended. E. Maintains chain‐of‐evidence records for enforcement evidence. F. Assists and interacts with customers in helping to resolve customer complaints and/or questions related to Toll violation notices and other related enforcement activities. Monitors activity of repeat violators and provides recommendations to supervisor regarding enforcement action. G. Perform all job functions in a manner that will achieve compliance with established performance measures H. Ability to drive state vehicles as required. Knowledge, Skills, and Abilities A. List the knowledge, skills and abilities needed for this position. KSA KSA Organization skills PC skills Experience working with the courts or some type of law Time management skills enforcement Ability to work independently Written communication skills Ability to produce, interpret, and Decision making skills assimilate data Excellent technical, analytical, Excellent knowledge of VPC and the CSC business rules and research skills and systems. Toll Enforcement Officer III.
IV. V.
B. List the personal traits (behavior, attitudes) that are needed for this position. Dependable and stable Accurate and detail oriented Consistent Analytical Competent Decisive Conscientious Disciplined Nature/Scope Significant dimensions of this position not covered elsewhere, i.e. volume of work, impact of work, who benefits by the work performed, nature of the work environment, etc. The tasks assigned to the incumbent are critical to the Department’s ability to enforce the non‐
payment of tolls. An exceptional comprehension of the VES and PAS system is vital in determining resolutions. The incumbent’s ability to issue citations and represent the Department will affect ongoing enforcement efforts. List what prior experience and qualifications are necessary to fill this position (include years of experience if required). Min. 1 yr as UTC Researcher, 6 mos. as VES Analyst or exp. as Police/Court Officer w/testimony exp. Min. overall Consistently Exceeds (CE) rating and no individual personal performance measurement rating below Achieves Requirements (AR) in current position. Incumbent must meet minimum qualifications as stated in AR 14‐100. List in one sentence the job enhancements or next possible career options. Senior Supervisor, Toll Enforcement Section would be the areas of opportunity to pursue after successfully achieving an overall CE rating in the current position. Supervisor or Manager Signature Title Next Level of Management Signature Title Contractor Representative Signature Title Toll Enforcement Officer Position Description
Position
Training Design and Development Specialist- Grade8
Department
Reports To Program Manager - Training
I.
Training
Date
Aug 2010
Position Summary: State why this position exists and its major purpose.
As part of the Training Department, this position primarily provides training design and
Development for call center and back office staff positions of SunPass Operations, through the development of
training curriculum, along with providing administrative and analytical support of internal quality monitoring and
external survey processes and results.
Review of the major areas of responsibility for this position.
A. Coordinates the design and development of training curriculum for staff positions of call center and back
Office functions for SunPass Operations.
B. May deliver classroom training to new hires and existing employees as required only. Manages training
calendar and training room scheduling.
C. Using feedback from course evaluations and key learning from Quality Assurance (QA) audits and
customer survey results, incumbent identifies training needs and improvements to existing and new
training curriculums.
D. Assists the Quality Assurance and Training Manager with the administrative functions and coordinating of
SunPass Quality Recognition Programs, councils, and workgroups.
Performs other duties or special projects as required, such as assisting with calibrating and auditing quality
monitoring results, generating reports, data entry, and administering, coordinating, tabulating, and reporting
customer-based surveys.
II.
Knowledge, Skills, and Abilities
A. List the knowledge, skills and abilities needed for this position.
KSA
KSA
Excellent verbal skills
Time management skills
Excellent written communication skills
Interpersonal communication skills
Excellent presentation skills
Excellent knowledge of Patron and VES systems
PC skills, especially Word, Excel &
PowerPoint
Ability to express ideas and concepts clearly
Ability to produce, interpret and assimilate
data
Audio visual equipment skills
Demonstrates exceptional work habits
Organization skills
Excellent knowledge of payment
processing,
Strong technical, analytical and research skills
shipping, mail center, violations, accounting,
Detailed Oriented
and walk-in counter.
B. List the personal traits (behavior, attitudes) that are needed for this position.
Dependable and stable
Conscientious
Accurate and detail oriented
Competent
Courteous and diplomatic
Consistent
Positive and supportive
Cognitive
III. Nature/Scope
Significant dimensions of this position not covered elsewhere, i.e. volume of work, impact of work, who
benefits by the work performed, nature of the work environment, etc.
The incumbent requires an in-depth understanding of SunPass operations, job functions, policies and
procedures and key information systems. Incumbents are expected to consistently deliver high quality, effective
training to a variety of job levels in the organization. This position also requires a sound understanding of the
agency’s QA program, including concepts of performance indicators, quality monitoring, surveys, and analysis.
IV. List what prior experience and qualifications are necessary to fill this position (include years of experience
if required).
A minimum of 9 months of experience as a Service Support Analyst, Service Support Expert, Customer Care
Analyst, or its equivalent according to education and / or previous Quality Assurance and Training experience, with
at least a Consistently Exceeds (CE) rating on all personal performance measures in current position is preferred.
V.
List in one sentence the job enhancements or next possible career options.
This position is at the top of the established career path. Additional opportunities will be identified on a case by
case basis based on skills, interests and opportunities that may exist within SunPass Operations and FDOT.
Supervisor or Manager Signature
Title
Next Level of Management Signature
Title
Contractor Representative Signature
Title
Position Description
Department Training
Position
Training Specialist -- Grade 6E
Reports To
Manager, Quality Assurance and Training
I.
Date Aug 2010
Position Summary: State why this position exists and its major purpose.
As part of the Quality Assurance and Training Department, this position primarily provides training for call
center and back office staff positions of SunPass Operations, through the development and delivery of training
curriculum, along with providing administrative and analytical support of internal quality monitoring and
external survey processes and results.
Review of the major areas of responsibility for this position.
A. Assists with the development of training curriculum for staff positions of call center and back office
functions for SunPass Operations.
B. Delivers classroom training to new hires and existing employees as required. Manages training
calendar and training room scheduling.
C. Using feedback from course evaluations and key learning from Quality Assurance (QA) audits and
customer survey results, incumbent identifies training needs and improvements to curriculum and delivery.
D. Assists the Quality Assurance and Training Manager with the administrative functions and coordinating of
SunPass Quality Recognition Programs, councils, and workgroups.
Performs other duties or special projects as required, such as assisting with calibrating and auditing quality
monitoring results, generating reports, data entry, and administering, coordinating, tabulating, and reporting
customer-based surveys.
II.
Knowledge, Skills, and Abilities
A. List the knowledge, skills and abilities needed for this position.
KSA
KSA
Excellent verbal skills
Time management skills
Excellent written communication skills
Interpersonal communication skills
Excellent presentation skills
Excellent knowledge of Patron and VES systems
PC skills, especially Word, Excel & PowerPoint
Ability to express ideas and concepts clearly
Ability to produce, interpret and assimilate data
Audio visual equipment skills
Demonstrates exceptional work habits
Organization skills
Excellent knowledge of payment processing,
Strong technical, analytical and research skills
shipping, mail center, violations, accounting,
Detailed Oriented
and walk-in counter.
B. List the personal traits (behavior, attitudes) that are needed for this position.
Dependable and stable
Conscientious
Accurate and detail oriented
Competent
Courteous and diplomatic
Consistent
Positive and supportive
Cognitive
III. Nature/Scope
Significant dimensions of this position not covered elsewhere, i.e. volume of work, impact of work, who
benefits by the work performed, nature of the work environment, etc.
The incumbent requires an in-depth understanding of SunPass operations, job functions, policies and
procedures and key information systems. Incumbents are expected to consistently deliver high quality, effective
training to a variety of job levels in the organization. This position also requires a sound understanding of the
agency’s QA program, including concepts of performance indicators, quality monitoring, surveys, and analysis.
IV. List what prior experience and qualifications are necessary to fill this position (include years of
experience if required).
A minimum of 9 months of experience as a Service Support Analyst, Service Support Expert, Customer Care
Analyst, or its equivalent according to education and / or previous Quality Assurance and Training experience, with
at least a Consistently Exceeds (CE) rating on all personal performance measures in current position.
V.
List in one sentence the job enhancements or next possible career options.
This position is at the top of the established career path. Additional opportunities will be identified on a case by
case basis based on skills, interests and opportunities that may exist within SunPass Operations and FDOT.
Supervisor or Manager Signature
Title
Next Level of Management Signature
Title
Contractor Representative Signature
Title
Position Description
Position
VES Analyst – Grade 4
Reports To
VES Supervisor
I.
Department Support Services
Date Aug 2010
Position Summary: State why this position exists and its major purpose.
Under general direction and established guidelines, the incumbent will process violation correspondences and
court dispositions to effectively continue or update progressive enforcement. This is achieved by successfully
researching violating events, completing required documentation, scanning supporting information,
communicating researched results, and updating VPS corresponding data tables.
Review the major areas of responsibility for this position.
A.
Research Uniform Traffic Citation (UTC) dismissals, Vehicle Identification Number (VIN) lookups and, update
all disposition changes in VPS.
B.
Communicate and document dismissal or VIN results to the requesting parties, interoperability agencies,
database administrator and management consistently through the established process.
C.
Accurately scan and enter into the VPS all correspondence received that is applicable to an enforceable
violation, such as affidavit processing.
D.
Enter and update the Patron Account System (SAS) with complete and accurate notes, vehicle information,
and M-Tolling when required based on pre-established guidelines.
E.
Print, sort and assemble the UTC and the associated documents for mailing and assist with address
changes from the post office on returned UTC’s.
G. Review data to ensure that the issuance of a Uniform Traffic Citation (UTC) is warranted.
H.
Perform all job functions in a manner that will achieve compliance with established performance measures.
I.
Researches all UTC dismissal requests from the call center for acceptance.
J.
Submits requests for dismissals to interoperable agencies via e-mail and notes Patron accounts accordingly
and acts as a liaison with the call center for VES related requests.
K.
Assists and interacts with customers in helping to resolve customer complaints and/or questions related to
Uniform Traffic Citations and other related enforcement activities. Monitors activity of repeat violators and
provides recommendations to Supervisor regarding enforcement action.
L.
Batch, sort, and file incoming VES mail for processing, trending, and reporting purposes.
M. Review all incoming VES payments for acceptance and log for tracking purposes.
N.
II.
Assist Lead/Supervisor with incoming dismissal requests from interoperable agencies and file responses
accordingly.
O.
Assemble UTC evidence packages for court appearances.
P.
Answer FHP account verification calls for toll enforcement.
Knowledge, Skills, and Abilities
Page 1 of 2
VES Analyst
A. List the knowledge, skills and abilities needed for this position.
KSA
KSA
Organization skills
Microsoft Office skills
Time management skills
Data entry skills (45wpm)
Ability to work independently
Written communication skills
Ability to produce, interpret, and assimilate data
Decision making skills
Excellent technical, analytical, and research skills
Excellent knowledge of VPC and the CSC business
rules and systems.
B. List the personal traits (behavior, attitudes) that are needed for this position.
Dependable and stable
Accurate and detail oriented
Consistent Analytical
Competent Decisive
Conscientious Disciplined
III. Nature/Scope
Significant dimensions of this position not covered elsewhere, i.e. volume of work, impact of work, who
benefits by the work performed, nature of the work environment, etc.
The tasks assigned to the incumbent alleviate escalating routine processes to the supervisor and centralizes
those processes for efficiencies. An exceptional comprehension of the VES and PAS system is vital in
determining resolutions. The incumbent’s ability to process will affect ongoing enforcement efforts.
IV. List what prior experience and qualifications are necessary to fill this position (include years of
experience if required).
A minimum of 3 months as an Image Specialist or 3 months as a Customer Care Specialist. At least an overall
Consistently Exceeds (CE) rating and no individual personal performance measurement ratings below Achieves
Requirement (AR) in current position.
V.
List in one sentence the job enhancements or next possible career options.
Senior VES Analyst, Service Support Analyst, or a Customer Care Analyst
Supervisor or Manager Signature
Title
Next Level of Management Signature
Title
Contractor Representative Signature
Title
Page 2 of 2
VES Analyst
Position Description
Position
VES Expert - Grade 6
Reports To
VES Supervisor
I.
Department Support Services
Date Aug 2010
Position Summary: State why this position exists and its major purpose.
Exercising independent judgment utilizing pre-defined guidelines, the incumbent will pursue violations in
question by analyzing and researching the cause and initiate a corrective action plan. Provide support to the
resources in the Violation Processing Center, SunPass Call center, Interoperability Agencies, Rental, Leasing
and Commercial companies, Department of highway Safety Motor Vehicles, FDLE, and the Florida Judicial
Authorities.
Review the major areas of responsibility for this position.
A. Conduct thorough research and analysis on Uniform Traffic Citation (UTC) dismissals and determine the
best course of action to prevent further events.
B. Identify, document, and notify management of reoccurring problems and trends needing urgent attention.
C. Manage interoperability agencies, commercial, rental and leasing companies requests for information and
resolutions. Document and report activities to management.
D. Enter and update the Violation Processing System (VPS) and Patron Account System (SAS). When
required based on pre-established guidelines.
E.
Review the assembled UTC packages as required for court appearances and update the violation
dispositions in VPS from the information ascertained from the courts.
F.
Assists and interacts with customers in helping to resolve customer complaints and/or questions related to
Uniform Traffic Citations and other related enforcement activities. Monitors activity of repeat violators and
provides recommendations to Supervisor regarding enforcement action.
G. Perform all job functions in a manner that will achieve compliance with established performance
measures.
H. Conduct training for new UTC researchers.
I.
Coordinate with County Court System in resolution of Uniform Traffic Citations resulting from toll
violations.
J.
Conduct monitoring for UTC researchers and assist VES Supervisors with various projects and/or reports.
K. Review data to ensure that the issuance of a Uniform Traffic Citation (UTC) is warranted.
L.
Updates UTC dispositions in MS access database.
M. Assists SunPass call center with questions. Acts as Call Center liaison.
N. Corresponds with turnpike patron/non patrons regarding violation issues.
O. Research Uniform Traffic Citation (UTC) dismissals, License plate lookups and update all disposition
changes in VPS.
P.
Communicate and document dismissal or VIN results to the requesting parties, interoperability agencies,
Database Administrator and management consistently through the established process.
Q. Accurately Scan and enter into the VPS all correspondence received that is applicable to an enforceable
violation, such as affidavit processing.
R. Review and process 100% of all images in the UTC queue by accepting for continual enforcement or
rejecting for final disposition based on pre-established guidelines.
S.
T.
Maintains particular parameters in VPS related to printing and issuance of violation documents.
Answer FHP account verification calls for toll enforcement.
U. Researches UTC dismissal requests from the Call Center for Acceptance.
V.
Submits requests for dismissals to interoperable agencies via E-mail and notes patron accounts
accordingly. Acts as liaison with the call center for VES related requests.
W. Assemble UTC evidence packages for court appearances.
II.
X.
Assist lead/Supervisor with incoming dismissal requests from interoperable agencies and file responses
accordingly.
Y.
Batch, sort, and file incoming VES mail for processing, trending and reporting purposes.
Z.
Review all incoming VES payments for acceptance and log for tracking purposes.
A. List the knowledge, skills and abilities needed for this position.
KSA
KSA
Organization skills
Microsoft Office skills
Time management skills
Data entry skills (45wpm)
Ability to work independently
Written communication skills
Excellent verbal skills
Ability to follow-through on commitments
Ability to produce, interpret, and assimilate
data
Strong decision making skills
Excellent technical, analytical, and research
skills
Excellent knowledge of VPC and the Call Center
business rules and systems.
B. List the personal traits (behavior, attitudes) that are needed for this position.
Dependable and stable
Consistent Analytical
Competent Decisive
Accurate and detail oriented
Conscientious Disciplined
III. Nature/Scope
Significant dimensions of this position not covered elsewhere, i.e. volume of work, impact of work, who
benefits by the work performed, nature of the work environment, etc.
Proactively working on a variety of tasks, the incumbent is expected to demonstrate significant independent
decision-making. Assisting the Toll Enforcement Officers and the Supervisors in maintaining the system
credibility with the court officials, interoperability agencies, and the violating offenders.
IV. List what prior experience and qualifications are necessary to fill this position (include years of
experience if required).
A minimum of 3 months as a VES Analyst, or 3 months as either a Customer Care Analyst, or a Service Support
Analyst. At least an overall Consistently Exceeds (CE) rating and no individual personal performance
measurement rating below Achieves Requirements (AR) in current position.
V.
List in one sentence the job enhancements or next possible career options.
Toll Enforcement Officer or a Service Support Expert are the career paths to pursue after successfully achieving
an overall CE rating in the current position.
Supervisor or Manager Signature
Title
Next Level of Management Signature
Title
Contractor Representative Signature
Title
Position Description
Position Violation Enforcement Lead – Grade 7
Reports To: Supervisor, Violations Enforcement
Department Support Services
Section Date Aug 2010
I. Position Summary: State why this position exists and its major purpose.
This is a supervisory support position responsible for overseeing the daily activities of the SunPass
Violations Enforcement
Unit and for meeting or exceeding the personal performance measures established for this operation and the
assigned
team/work unit. This unit is responsible for performing the following functions: processing of violation data
and images,
issuance of toll violation notices, generation of evidentiary material, customer service, complaint/problem
resolution and
acting as liaison between Violations Enforcement Unit and SunPass Call Center.
Review the major areas of responsibility for this position.
A.Monitors and documents the quality of transactions processed and provides continuous feedback to staff.
B.Acts as liason between Violations Enforcements Unit and SunPass Call Center regarding violation issues.
C.Assures that daily personal performance measures are available and effectively utilizes this information to
manage the work
force for continuous improvement.
D.Utilizes performance management information to assist in supervising, coordinating and scheduling the
activities of unit
processing staff in assisting the supervisor with the achievement of the designated key performance
indicators.
E. Provides input and/or assistance in formulating new policies and procedures; recommends changes to
existing policies and
procedures as required to improve operations in efficient achievement of performance indicators or to
support changing
business requirements.
F. Ensures compliance with state and federal laws, rules and guidelines, and DOT/OTO policies and
procedures.
G Identifies problems with office equipment, systems and general toll issues and communicates or transfers
these issues to
the proper area for resolution. Coordinates with other units or divisions as necessary to resolve issues.
H.Performs other work as required and assigned.
I. Regularly communicates with other units to foster an effective team environment and assure that these
areas are aware of
issues that may impact their area.
J. Ability to operate a state vehicle when needed.
II. Knowledge, Skills, and Abilities
A. List the knowledge, skills and abilities needed for this position.
KSA
KSA
Organization skills
PC Skills
Time management skills
Knowledge of SunPass and VES business rules
Excellent knowledge of Patron
Excellent technical, analytical, and research skills General
and VES systems
Communications Skills
Ability to work independently
Decision making skills
B. List the personal traits (behavior, attitudes) that are needed for this position.
Dependable and stable
Competent Analytical
Consistent
Conscientious
Accurate and detail oriented
Decisive
Disciplined
III. Nature/Scope
Significant dimensions of this position not covered elsewhere, i.e. volume of work,
impact of work, who benefits by the work performed, nature of the work environment,
etc.
The tasks assigned to the incumbent are critical to the Department’s ability to enforce the nonpayment of tolls.
An exceptional comprehension of the VES and PATRON system is vital in determining
resolutions.
The incumbent’s ability to issue citations and represent the Department will affect ongoing
enforcement efforts.
IV. List what prior experience and qualifications are necessary to fill this position
(include years of experience if required).
A minimum of 1 year as a UTC Researcher or 6 months as a VES Analyst.
Exceeds (CE) rating on all personal performance measures in current position and no individual
personal
performance measurement rating below Achieves Requirements (AR) in current position.
V. List in one sentence the job enhancements or next possible career options.
The future growth of the VES department will potentially create potential career options in a
more supervisory position.
Supervisor or Manager Signature
Title
Next Level of Management Signature
Title
Contractor Representative Signature
Title
Position Description
Position
VES Specialist
Reports To
VES Supervisor
I.
Department Support Services
Date Aug 2010
Position Summary: State why this position exists and its major purpose.
Under general direction and established guidelines, the incumbent will process violation correspondences and
court dispositions to effectively continue or update progressive enforcement. This is achieved by successfully
researching violating events, completing required documentation, scanning supporting information,
communicating researched results, and updating VPS corresponding data tables.
Review the major areas of responsibility for this position.
A. Review all incoming VES payments for acceptance and log for tracking purposes.
B. Review the assembled UTC evidence packages and research as required for court appearances
C. Answer FHP account verification calls for toll enforcement
D. Create Uo51’s into UTC’s manually using predetermined templates
E. Identify, and document repetitive system abnormities discovered during investigation and report relevant
information to management
F. Enter and update the Patron Account System (PAS) with complete and accurate notes, vehicle information,
and M-Tolling when required based on pre-established guidelines.
G. Accurately scan and enter into VES all correspondence received that is applicable to an enforceable
violation, such as affidavit processing.
H. Process images through VES by clicking to accept, editing to update, and rejecting to disposition at a
99.9% accuracy rate.
I. Perform all job functions in a manner that will achieve compliance with established performance measures.
II.
Knowledge, Skills, and Abilities
A. List the knowledge, skills and abilities needed for this position.
KSA
KSA
Research skills
Exceptional work habits
Detail oriented
Effectively work in a team environment
Organization skills
Decision making skills
Strictly follow guidelines
Strong knowledge of Patron and VES systems
B. List the personal traits (behavior, attitudes) that are needed for this position.
Dependable
Decisive
Analytical Disciplined
III. Nature/Scope
Significant dimensions of this position not covered elsewhere, i.e. volume of work, impact of work, who
benefits by the work performed, nature of the work environment, etc.
The tasks assigned to the incumbent alleviate escalating routine processes to the supervisor and centralizes
those processes for efficiencies.
IV. List what prior experience and qualifications are necessary to fill this position (include years of
experience if required).
A minimum of 3 months Image Reviewer or 3 months as an Image Processing Specialist. At least an overall
Consistently Exceeds (CE) rating and no personal performance measurement rating below Achieves
Requirements (AR) in current position.
V.
List in one sentence the job enhancements or next possible career options.
VES Analyst or a comparable level position in the Call Center Operations.
Supervisor or Manager Signature
Title
Next Level of Management Signature
Title
Contractor Representative Signature
Title
Position Description
Position VES Supervisor - Grade 8
Reports To: Support Services Manager
Department Support Services
Date Aug 2010
I. Position Summary: State why this position exists and its major purpose.
This is a supervisory position responsible for overseeing the daily activities of the SunPass Violations
Enforcement Unit and
for meeting or exceeding the personal performance measures established for this operation and the
assigned team / work unit.
This unit is responsible for performing the following functions: processing of violation data and images,
issuance of toll
violation notices, generation of evidentiary material, distribution and control of VES image media, customer
service
complaint/problem resolution.
Review the major areas of responsibility for this position.
A. Utilizes performance management information to supervise, coordinate and schedule the activities of
B.
C.
D.
E.
F.
G.
H.
I.
J.
VES unit processing staff in assisting the manager with the achievement of the designated key
performance indicators.
Responsible for effective human resource administration including training, evaluations, coaching,
mentoring, recommending salary increases, promotions, and corrective actions. Reviews, approves, and
maintains time sheets and leave requests for staff.
Monitors and documents the quality of transactions processed and provides continuous feedback to
staff. Assures that daily personal performance measures are available and effectively utilizes this
information to manage the work force for continuous improvement.
Provides input and / or assistance in formulating new policies and procedures; recommends changes to
existing policies and procedures as required to improve operations in efficient achievement of
performance indicators or to support changing business requirement.
Performs other work as required and assigned which may occasionally require court appearances
Ensures compliance with state and federal laws, rules and guidelines, and DOT / OTO policies and
procedures Identifies problems with office equipment, systems and general toll issues and
communicates or escalates these issues to the proper area for resolution. Coordinates with other units
or divisions as necessary to resolve issues.
Regularly communicates with other units to foster an effective team environment and assure that these
areas are aware of issues that may impact their area.
Interviews and recommends applicants for vacancies in work unit.
Coordinates with court districts and generates evidence packages and discovery items as necessary
and to appear in court as required.
Utilize and operate state vehicles when necessary for various duties.
List the knowledge, skills and abilities needed for this position.
KSA
KSA
Knowledge and experience in working
with the courts or some type of
law enforcement system
Ability to manage and develop ten or more
employees in a multi-task environment.
Ability to create and develop training materials.
Ability to create, evaluate, and make changes to
procedures as required to improve efficiency
of assigned operations.
Ability to take a pro-active approach with
assigned projects to plan and prepare for
challenges before they arrive.
Ability to comfortably report facts in a clear
concise manner in a group setting.
Knowledge of supervisory methods, practices and
procedures
Knowledge of training methods, practices, and procedures
Ability to remain composed under pressure and provide
confident leadership through challenging stuations.
Ability to follow rigorous security procedures for
handling sensitive data.
Skilled in Windows 95, 2000, NT, XP, spreadsheet,
and word processing programs
Ability to establish and maintain consistent and
effective communications with supervisors,
peers and subordinates.
Knowledge and experience in supervising
customer service representatives.
II. List the personal traits (behavior, attitudes) that are needed for this position.
Dependable and stable
Accurate and detail oriented
Consistent Analytical
Competent Decisive
Conscientious
Disciplined
III. Nature/Scope
Significant dimensions of this position not covered elsewhere, i.e. volume of work,
impact of work, who benefits by the work performed, nature of the work environment,
etc.
The tasks assigned to the incumbent are critical to the department’s ability to enforce the nonpayment of tolls
.and maintain sufficient production to process SunPass violations as operations continue to
grow.
An exceptional comprehension of the VES and Patron system is vital in determining resolutions
IV. List what prior experience and qualifications are necessary to fill this position
(include years of
experience if required).
A minimum of 6 months as a Sr. VES Analyst or comparable position within SunPass
Operations.
At least an overall Consistently Exceeds (CE) rating and no individual personal performance
measurement rating below Achieves Requirements (AR) in current position.
V. List in one sentence the job enhancements or next possible career options.
The future growth of the VES department will potentially create potential career options in a
more Supervisory or Management Role.
Supervisor or Manager Signature
Title
Next Level of Management Signature
Title
Contractor Representative Signature
Title
Position Description Position Warehouse Specialist Grade 4 Reports to Administrative Services Manager I.
Department SunPass Operations Date Aug 2010 Position Summary: State why this position exists and its major purpose(s). This is an Administrative Support position responsible for the archival and retrieval of Office of Toll Operations statewide documents into/out of the Tolls Document or other FDOT Warehouses, as necessary. These duties include but are not limited to, receiving, recording, storing and retrieving of documents, equipment and supplies into/out of a warehouse facility. Review the major Areas of responsibilities for this position A.
B.
C.
D.
E.
F.
G.
Responsible for receiving of records, unpacking, sorting and repacking by location/date order. Prepares and maintains a perpetual inventory system for all records received. Assists in the care and maintenance of this facility, including required supplies and equipment. Performs related work as required and assigned. Assists in the role of back up courier for the Office of Toll Operations, Boca Raton facility, as needed. Acts as back up maintenance person for the Office of Toll Operations, Boca Raton facility as needed. Ensures compliance with state and federal laws, rules, regulations and guidelines, and DOT/OTO policies and procedures. H. Will be required to drive FDOT owned vehicle. II.
Knowledge, skills, and abilities A. List the knowledge, skills and abilities needed for this position. KSA’s Ability to organize and schedule daily activities as needed. Ability to work independently Knowledge of forklift operations Knowledge of facility maintenance practices and principals Ability to maintain and organize accurate records/files Knowledge of record keeping procedures Skilled in assembling, packing, unpacking and storing documents and supplies Ability to check incoming documents against incoming materials for discrepancies Ability to prepare and maintain a perpetual inventory system Ability to communicate effectively both verbally and in writing Page 1 of 2 Warehouse Specialist Ability to establish and maintain effective working relationships with others Ability to work independently with minimal supervision Skilled in the use of basic construction and janitorial equipment Ability to handle and maintain confidential information Ability to maintain composure and professionalism in pressure situations B. List the personal traits (behavior, attitudes) that are needed for this position. III.
Dependable and stable Diplomatic Organized Determined Optimistic Productive Decisive Nature/Scope Significant dimensions of this position not covered elsewhere, i.e. volume of work, impact of work, who benefits by the work performed, nature of the work environment, etc. A. Handling of multiple tasks and responsibilities at any given time. Ability to adjust daily work schedule to meet timely deliverables. B. There is a physical requirement to be able to lift 50 pounds. C. There is a physical requirement to be able to perform manual labor tasks that are included in the major areas of responsibility section of this position description. IV.
List what prior experience and qualifications are necessary for this position (include years of experience, if required). Accomplishment of various warehouse skills, and facility maintenance skills, while working with a diverse group of team members V.
List in one sentence the job enhancements or next possible career options. An administrative warehouse/maintenance support employee who shows the strengths required and maintains exceptional performance may have the opportunity to possibly progress into a higher level support role in the future. Page 2 of 2 Warehouse Specialist Position Description
Position
Web Specialist - Grade 5
Reports To
Customer Support Center Supervisor
I.
Department Support Services
Date Aug 2010
Position Summary: State why this position exists and its major purpose.
This involves a Support Center Analyst / Web Specialist responding to website user problems and
Providing technical assistance to the customer towards resolving the issue. Also, this entails providing
feedback to both the SunPass website vendor and internal technical staff about site issues that may need
future attention or improvement.
Review the major areas of responsibility for this position.
A.
Track daily incoming and completed emails.
B.
Track emails not completed within 24, 48 and 49 plus hours.
C.
Process customer emails in accordance to our set guidelines while using the stock email answers.
D.
If there is an issue, the Website Specialist notifies the website vendor via phone, along with contacting the
Customer to ensure that the problem is being addressed.
E.
If there is an issue, the Website Specialist notifies the Call Center of problems via email, along with when
the issue has been resolved and when the website has been restored.
F.
Tests functionality and expectations for each website change or enhancement and determining
whether or not the function should be put into production on the Sunpass.com live site
G.
Process customer emails in accordance to our set guidelines while using the stock email answers.
H.
Process uncompleted web transactions that were not copied to PAWS due to a failure in the B2C
I.
Process Refund Request Forms (RRF), Feed-Back forms (FBF) that are submitted to the Support Center
electronically or via hard copy.
J.
Process customer correspondence that is submitted by the customer via mail or fax
K.
Provide direct customer service to walk in customers
L. Provide support to the Call Center by answering phones on Mondays and high call volume days
M.
Resource pool for Web Specialists during high email volumes
N.
Make outbound calls to follow up on customer issues as well as information gathering
II. Knowledge, Skills, and Abilities
A. List the knowledge, skills and abilities needed for this position.
KSA
KSA
Internet navigation experience
Strong technical, analytical and research skills
PC skills
Ability to follow through on commitments
Organization skills
Ability to express ideas on concepts clearly
Time management skills
Interpersonal communication skills
B. List the personal traits (behavior, attitudes) that are needed for this position.
Dependable and stable
Conscientious
Positive and supportive
Competent
Courteous and diplomatic
Consistent
Accurate and detail oriented
cognitive
III. Nature/Scope
Significant dimensions of this position not covered elsewhere, i.e. volume of work, impact of work, who
benefits by the work performed, nature of the work environment, etc.
This is a high level position in the technical career path. In order to succeed in this position incumbents need a
Familiarity with all areas in SunPass Operations which is obtained through cross training, OJT, and/or
Orientations of other departments and positions. Incumbents support a diverse variety of functions and work
Processes.
IV. List what prior experience and qualifications are necessary to fill this position (include years of
experience if required).
A minimum of one year experience as a Customer Care Specialist or equivalent. At least a (CE) rating on all
personal performance measures in current position.
V.
List in one sentence the job enhancements or next possible career options.
Support Center Expert. Support Center Lead.
Supervisor or Manager Signature
Title
Next Level of Management Signature
Title
Contractor Representative Signature
Title
ITN-DOT-10/11-8003-SM
ATTACHMENT “B"
CERTIFICATION
DISBURSEMENT OF PREVIOUS PAYMENTS
Date:
, 20
Contract No.:
Financial Project No. 000164-1-8B-01
Contract For: Boca Customer Service Center.
To release payment for all work performed in the Month of,
(State)
20
(Zip)
As prime contractor for the above referenced contract, hereby certifies that all subcontractors, laborers, and
material suppliers having an interest in this contract have received their pro rata share of all previous payments
made by the Department for all work completed and materials and equipment furnished in the previous period.
(Name of Business)
(Signature) Owner, President, Vice President or Designated Officer (Corp. Resolution)*
(Address)
(Print/Type Name)
(City)
(Title)
*If person signing for the Business is someone other than the Owner, President or Vice President, a copy of the Corporate Resolution
granting signature authorization must be attached to form.
CERTIFICATION MUST BE ATTACHED TO INVOICE
Attachment "B"
ITN-DOT-10/11-8003-SM
Attachment “C”
STATE OF FLORIDA DEPARTMENT OF TRANSPORTATION
CERTIFICATE OF CONTRACT COMPLETION
FPI
Contract Number
Project Description
Nos.
000164-1-8B-01
Boca Customer Service Center
Contractor
Contract
Total Amount $
Contract Date
CONTRACTOR'S AFFIDAVIT
I solemnly swea r and affi rm: That the work un der the above n amed contract and all a mendments and suppl ements
thereto have been co mpleted in accordance with the requirements of said contract; that a ll costs incurred for equipment,
materials, labor, and services against the proje ct have been paid; that no lien s have been attached against the p roject;
that no suits are pending by reason of work on the project under the contract; that all Work er's Compensation claims are
covered by Worker's Compensation insurance as required by law; that all public liability claims are adequately covered by
insurance, and that the Contractor shall save, protect, defend, indemnify, and hold the Owners harmless from and against
any and all claims which arise as a direct or indirect result of any transaction, event or occurrence related to performance
of the work contemplated under said contract.
________________
___
______
(Signature), Owner, President, Vice President or other Designated Officer (Corp. Resolution)
(Title)
(Corporate Seal)
STATE OF
COUNTY OF
The foregoing affidavit was acknowledged before me this
by
(Print / Type Name of Person Signing Above)
produced
Notary Public:
day of
, on behalf of the Contractor. He/She is personally known to me or has
, as identification.
(Type of Identification)
(Signature)
, 200
(Notary Stamp)
Type/Print Name:
* If pers on sig ning for the fir m is s omeone other tha n th e O wner, Pres ident or Vice President, a c opy of the Cor porate Res olution
granting signature authorization must be furnished in the bid package.
CERTIFICATION MUST BE ATTACHED TO THE FINAL INVOICE
Attachment “C”