Customer Service Representative

at Kansas Turnpike Authority in Wichita, Kansas, United States

Job Description

Department: Customer Service Center
Location: Wichita Customer Service Center


Definition and Examples of Work

• Opens and maintains K-TAG accounts including: issuing and replacing K-TAGs, accepting all types of payments, and providing receipts.
• Works within the K-TAG database to assign ID numbers to customer accounts.
• Receives K-TAGs from customers, mail, etc., and prepares them for return to the manufacturer or for recycling.
• Assists K-TAG and non-K-TAG customers with violation inquiries, resolution, and processing of payments.
• Processes payments for customer accounts in compliance with credit card handling procedures.
• Communicates directly with the customer in-person, via phone, email and/or mail to resolve all questions, issues, complaints, billing errors, etc.
• Problem solves with the customer to identify why the customer has an issue and provide a solution in an efficient manner.
• Maintains KTA system knowledge to assist in customer service inquiries, including construction KTA changes and location-specific information.
• Recognizes and alerts the supervisor of trends in customer calls.
• Additional duties may be assigned as business needs require.

Latitude and Impact of Position

This position works independently and as part of a team, including providing input and problem solving with others to complete tasks. Most assigned duties are consistent from day to day. Negotiation and persuasion is used with internal and external customers and vendors on a daily basis. Decision making is typically done independently within established company guidelines. Successful completion of job tasks significantly impacts customer satisfaction and external company image.

Work Environment

The work environment described here is representative of the general work environment for the position. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

• The position works in a limited access call center environment in which multiple employees work in an open workspace setting and a general office environment in which customers may enter the facility within established business hours.
• Must be able to focus on current customer with background noise and others talking in close proximity.
• Office temperatures are standard, and individuals may need to adjust for cold or heat per personal preference.
• Must work without access to personal communications equipment such as cell phone, camera, tablet or other.
• Use of computer and general office equipment such as printers, scanners is required.

The Kansas Turnpike Authority is an equal and affirmative action employer. We provide all employees and applicants for employment with equal employment opportunities without regard to race, color, religion, gender, age, national origin, sexual orientation, gender identity, citizenship, immigration status, marital status, military status, any covered veteran status, disability status, genetic information, caregiving responsibilities or any other basis prohibited by law.

You may also be subject to the following pre-employment requirements: credit check, background check, educational validation, physical, drug and nicotine testing, and driver's license check.