Customer Service Representatives-WV Parkways Authority-Kanawha

Customer Service Representative

Location of position:
Charleston, WV Hourly Wage and eligible for Overtime SALARY: $19.2480 - $23.2640 per hour, based on experience in field

Position Summary:

The Customer Service Representative (CSR) is responsible for delivering high-quality customer service in support of the West Virginia Parkways Authority E-ZPass program. This role assists customers with account management, processes transactions, resolves inquiries, and supports operational functions including image review and account research.

Key Responsibilities:

• Provide professional and courteous customer service across all channels, including walk-in, phone, mail, and electronic communication.
• Assist customers with E-ZPass account setup, maintenance, and general inquiries.
• Process applications, payments, replenishments, and account updates accurately and efficiently.
• Address transponder issues, toll violations, and case management needs.
• Troubleshoot account issues and educate customers on proper E-ZPass usage.
• Handle inbound calls and inquiries with a focus on timely resolution.
• Perform image review duties including reviewing toll images, verifying plate and vehicle information, and applying appropriate actions.
• Conduct account research and apply corrections as necessary to ensure accuracy.
• Maintain accurate records and complete required daily reporting and deposit preparation.
• Support mailing operations including preparation and distribution of notices and correspondence.
• Ensure compliance with all departmental policies and procedures.
• Perform other duties as assigned.

Minimum Qualifications:

HS Diploma or GED required. Must be able to pass background check. Customer service or related experience preferred.