E-ZPASS CUSTOMER SERVICE REPRESENTATIVE
Location: New Castle, DE
Salary: $34,147 to $40,173 (Grade N)
(Commensurate with experience and skills)
Opening Date: November 26, 2014
Closing Date: Until Filled
I. POSITION SUMMARY
This is an essential customer service position for the Authority. The incumbent in this
position provides courteous and professional service to customers, accommodates customer
requests regarding DRBA crossings, and resolves customer inquiries in a timely manner.
The E-ZPass Customer Service Representative (CSR) is responsible for accurate money
handling (including cash, check and credit card transactions), maintains required bank, makes
daily deposit of funds and completes required reports. This position may, at times, assist the
supervisory staff with training and mentoring new employees, handling commercial
accounts, distributing promotional materials, conducting data entry for customer surveys, and
performing other administrative support duties as needed. The incumbent in this position is
responsible for following established safety procedures to protect self, co-workers and public
from harm. The E-ZPass CSR may be required to work rotating shifts that involve evenings,
weekends and holidays.
II.
ESSENTIAL DUTIES AND RESPONSIBILITIES
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Interacts with the public, customers, and businesses in a professional manner;
providing accurate information regarding Authority crossings
Processes customer information and transactions using a personal computer using a
variety of computer applications including the Microsoft Office Suite, toll collection
software, customer service center software and/or other applications
Provides accurate information, researches customer issues, and resolves disputes in a
timely manner
Handles large sums of money as required and follows policies regarding change
funds (banks) and deposits
Accepts and accurately processes financial transactions including cash, checks, credit
cards, and bank debit cards required for various customer transactions
Completes required reports
Provides traveling directions, maps, brochures and information about local
attractions to customers
Follows established safety practices
Assists the supervisory staff in training of policies/procedures, computer
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III.
REQUIRED KNOWLEDGE, SKILLS, AND ABILITIES
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IV.
Excellent interpersonal customer service skills
Good decision making and conflict resolution skills
Ability to operate a variety of office equipment including a personal computer with
word processing applications, spreadsheet applications, toll collection/customer
service center applications, and/or other applications
Detailed knowledge of or ability to learn toll rates and discount plans
Familiarity with the New Jersey/Delaware area, knowledge of or ability to learn
about regional toll agencies
Ability to process and update credit card and bank debit card transactions
Ability to handle, count and secure cash and check transactions
Ability to provide excellent customer service to internal and external customers
MINIMUM QUALIFICATIONS
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V.
applications, etc.
Provides excellent customer service, including handling and resolving customer
complaints/problems in a courteous, professional manner
High School Diploma or equivalent
Ability to operate personal computer
Three (3) years’ experience in a customer service related field preferred
SPECIAL REQUIREMENTS
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May be required to work rotating shifts, evenings, weekends and holidays
All potential employees will be subject to a background investigation and preemployment physical
If you are interested in applying for this position please complete the on-line application at
www.drba.net. In addition, you also have the option of attaching a resume to the
completed application.