Call Center Agent -ITA

The Chicago Lighthouse for the Blind

Job Description


DEPARTMENT: Call Center/ Illinois Tollway
REPORTS TO: Call Center Manager
SCHEDULE: Hours of Operation; M-F 7am to 5 pm
LOCATION: UIC Campus Call Center – 750 South Halsted Street


STATEMENT OF PURPOSE:

Call Center Agent will be responsible for providing high quality customer service assistance when responding to inquiries pertaining to I-PASS electronic tolling accounts, violations notices, billing issues, technical issues or general map questions. Call Center Agents will be responsible for assuring speedy resolution of inquiries utilizing all available resources.


KEY RESPONSIBILITIES INCLUDE, BUT ARE NOT LIMITED TO:

• Adhere to the Privacy Act as it relates to the confidentiality of information released;
• Must maintain up-to-date knowledge of the Illinois Tollway regulations and policies;
• Update customer accounts with accuracy and maintain appropriate documentation of phone inquiries
• Utilize a Tollway application that immediately processes credit card payments to accounts while
speaking with the customer;
• Make recommendations according to customer’s needs. Ability to empathize with and prioritize
customer needs;
• All payments and adjustments must be posted to customers’ accounts in accordance with
procedures for each of the I-PASS and Violation Enforcement System databases;

• Gather data from customer and other resources as needed for problem-solving and communicate to
customer;
• Open, split and close customer I-PASS accounts in accordance with training guidelines;
• Navigate between three (2) or more systems and tools to assist and service customers;
• Will be required to complete program training, as warranted, and successfully implement that
knowledge in day-to-day operations.
• Any other duties as deemed necessary by supervisor.

Job Requirements

• High School diploma or equivalent required;
• Must be able to speak English clearly and professionally;
• 1 to 2 years call center experience preferred;
• 1 to 2 years customer service experience required;
• Bilingual English/Spanish a plus;
• Must be able to type a minimum of 25 words per minute with at least 90% accuracy;
• Must have intermediate computer skills and the ability to navigate through multiple data screens;
• Must have excellent communication skills and be able to multi-task;
• Must pass all assessments or test associated with position.
 

Employee Benefits

BENEFIT PACKAGE UP TO AN ADDITIONAL 25%

OF SALARY INCLUDING:

• 10 days paid vacation

• 12 paid holidays

• 6 sick days accrued over the year, up to 16 days available to be accumulated

• Insurance Eligibility the 1st of the month after 30 days of employment

  • Medical (65% covered by the Chicago Lighthouse), dental and vision insurance offered

• Short/long term disability

• Life insurance – 2x salary

• Employee recognition events

• Company paid pension plan after one year of employment

• Reasonably priced delicious food options on site (except at Glenview location)

• Access to micro-kitchens


The Chicago Lighthouse for People Who Are Blind or Visually Impaired is an Equal Opportunity Employer in full compliance with local, state, and federal Civil Rights & Affirmative Action laws. The Chicago Lighthouse for People Who Are Blind or Visually Impaired maintains a strong policy of accommodation and a consistent practice of employing qualified individuals with disabilities. All applicants will be afforded equal employment opportunity without discrimination because of race, color, religion, sex, marital status, national origin or ancestry, citizenship status, age, physical or mental disability unrelated to ability, sexual orientation, military status, order of protection status or unfavorable discharge from military service.

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