Customer Relations Clerk

In 2016, the Commonwealth of Virginia selected a Cintra-led consortium to finance, design, build, operate and maintain the express lanes on Interstate 66 Outside the Beltway. The project will transform this critical Northern Virginia artery to relieve congestion, improve safety and provide more predictable travel times. The project corridor extends approximately 22 miles along Interstate 66 from the Capital Beltway (I-495) to Gainesville (US Route 29).

Once completed, the project will include three toll-free general-purpose lanes in each direction and two express lanes in each direction with a state-of-the‑art open‑road electronic toll collection system. Expanded transit service, park‑and‑ride lots and interchange enhancements will further improve travel along I-66. The project will also connect several shared use paths to create more multimodal options. As an innovative and efficient public‑private partnership, this project will be completed at a $2.5 billion net savings for the Commonwealth of Virginia.

What makes us different? Our people come first. We want every single employee to develop both professionally and personally. With a strong focus on growth potential, we look to our internal employees as potential candidates for both national and international opportunities. We aim to achieve greatness by promoting from within every chance we get. We work hard and play hard and strive every day for success and achievement.

With a diverse group of professionals working in a fast‑paced environment, we achieve milestones constantly. And if that weren’t enough, we also offer our employees highly competitive insurance benefits, Paid Time Off, and a matching 401(k) program.

Summary: The Customer Service Front Desk Clerk/Information Concierge – Back‑Up Court Clerk is responsible for handling in‑person customer interactions, processing payments, reconciling lockbox activity, managing cases, supporting dispute resolution, receiving deliveries and packages, and communicating with internal teams regarding expected guests and visitors. While working at the front desk, this position also assists with judicial operations and serves as the designated back‑up to the Court Clerk, supporting docket preparation, pre‑court settlement communications, court‑day support, and reconciliation of court outcomes with customer accounts to ensure court‑related processes continue without interruption.

• Greeting guests and visitors entering 66 Express Outside the Beltway lobby
• Ensure the front desk and reception area are neat, welcoming, and stocked with the items needed for day‑to‑day operations
• Handle customer interactions with integrity, professionalism, and poise
• Use the Customer Relationship Management tool (CBO) to actively manage customer contacts, violation notices, and associated license plates
• Use Power BI to research and review roadside transactions and trip data to validate toll amounts billed through EZ‑Pass or notice of violation
• Process payments and apply them to the appropriate notice, license plate, and/or customer contact
• Provide guidance, resources, and education regarding 66 Express Outside the Beltway, as applicable
• Research and resolve customer disputes by using established procedures and guidelines
• Set clear expectations with customers regarding the information needed to properly resolve their disputes
• Process payments attached to mailed disputes after a decision has been made
• Track and close cases as information is provided and/or the resolution period has ended
• Submit toll corrections for adjustments needed based on findings from customer disputes
• Perform additional duties as assigned