Customer Care

DESCRIPTION:

The Customer Care Representative will help set up payment plans, document account issues, and assist with offering log term solutions to lower the amount due.

RESPONSIBILITIES:

• Creating and updating customer accounts
• Assisting with account login and password issues
• Managing account preferences and settings
• Transponder and KTAG Support:
• Ordering and activating KTAG’s
• Troubleshooting KTAG issues
• Processing lost or stolen KTAG’s
• Explaining toll charges and billing statements
• Processing payments and resolving payment issues
• Setting up and managing auto-payment options
• Addressing billing disputes and discrepancies
• Assisting customers with account statements
• Explaining policies and fees
• Processing payments and disputes
• Providing information on toll rates, payment options, and locations
• Offering guidance on using the DriveKS website or mobile app efficiently
• Answering questions about road closures, construction, and maintenance
• Assisting customers with online account management
• Troubleshooting issues with the DriveKS website or mobile app
• Providing guidance on using electronic payment methods

REQUIREMENTS:

• Excellent phone etiquette with the ability to speak clearly and professionally
• Experience with debt collections, call center work, or soft sales is a plus
• Must have a friendly and positive approach to difficult situations
• Ability to remain calm under pressure
• Type at least 25 wpm with >85% accuracy