Summary: The Customer Resolution Specialist provides a single point of contact resolution approach to provide exceptional customer support by ensuring inquiries and issues are resolved in a single interaction whenever possible. Duties include assisting customers with account-related concerns, providing effective solutions, processing payments, and handling toll tag fulfillment and inventory management. The position diagnoses issues quickly, offers accurate resolutions, and minimizes follow-ups which is key to enhancing customer satisfaction and creating a seamless service experience. The Customer Resolution Specialist (CRS) performs both front-line customer service and back-office support tasks, focusing on adaptability and goal achievement in a fast-paced environment. ***Starting Pay: $14.81/hr.******Retention Bonus: $1000*** Responsibilities:
- Resolve customer inquiries in a single interaction via phone, email, chat, or other support channels.
- Make and receive calls to assist customers with their needs and provide effective solutions.
- Assist customers with account issues, including updates, troubleshooting, and resolution.
- Identify and address customer concerns proactively to prevent recurring issues.
- Utilize company tools, resources, and knowledge bases to provide fast and effective solutions.
- Work cross-functionally with internal teams (Call Center, Collections, Front Counter, IT) to resolve complex issues while maintaining a one-and-done mindset.
- Educate customers on best practices and self-service options to enhance their experience and reduce future issues.
- Apply strong problem-solving and critical-thinking skills while multitasking and work efficiently under pressure while assisting with case resolution, emails and calls.
- Participate in team meetings to stay updated on NTTA policies and procedures to enhance communication strategies.
- Adjust to daily changes in tasks and priorities with a flexible approach and goal-oriented mindset with a focus on delivering results.
Qualifications: M inimum:
- High school diploma or equivalent.
- 1-3 years of experience in customer service and account support.
- Excellent verbal and written communication skills.
- Strong problem-solving and critical-thinking skills.
- Ability to multitask and work efficiently under pressure.
- Proficiency in Microsoft Word, Excel, Outlook, and PowerPoint.
- Ability to quickly adapt to new systems, policies, and customer needs.
- Ability to type 30-35 words per minute.
- Valid driver's license.
Preferred:
About NTTA: NTTA is a political subdivision of Texas created to acquire, construct, maintain and operate toll roads in North Texas. As a customer-driven organization, NTTA delivers a safe and reliable toll system for millions of customers each year in one of the fastest growing regions in the United States. NTTA is a vibrant organization with a highly qualified, energized and engaged team focused on achieving Excellence and we are looking for talented individuals to join us. Our mission: We are committed to providing a safe and reliable toll road system, increase value and mobility options for our customers, operate the Authority in a businesslike manner, protect our bondholders, and partner to meet our region's growing need for transportation infrastructure.
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