Toll Ops Customer Care Supervisor

Who is NTE, NTE 35W, and LBJ?

The North Tarrant Express (NTE) was the first design-build-finance-operate-maintain managed lanes project in Texas and consisted of the complete reconstruction of 13.3 miles of the existing I-820/SH-183 corridor between Dallas and Fort Worth. Since opening in October 2014, nine months ahead of the contracted completion date, the general highway lanes are experiencing a 70% decrease in congestion time and a 15% increase in average speed.

This Cintra-led project has doubled capacity and significantly improved mobility along this heavily congested corridor that traverses the heart of six cities through Northeast Tarrant County.

The North Tarrant Express 35W (NTE 35W) project spans 16.8 miles from I-30 in downtown Fort Worth to Eagle Parkway at the north end of Alliance Airport. The project is operated and maintained by the Cintra-led consortium in North Texas. This project has improved mobility by adding additional road capacity through a combination of general highway lanes and continuous frontage roads, along with tolled express lanes that use variable pricing to keep traffic moving.

The LBJ Express (LBJ) is currently the largest P3 operation in Texas and one of the largest ever undertaken in the U.S. It is a regionally-significant transportation improvement project in North Texas that is relieving severe congestion in the dense urban area of north Dallas. In 2009, the Cintra-led consortium was selected to complete the design, construction, finance, operation, and maintenance of the project along I-635 and I-35E.

Since opening in September 2015, the general highway lanes are realizing a 60% decrease in congestion time and a 10% increase in average speed.

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.

The Toll Operations Customer Care Specialist is responsible for customer care activities related to the tolling operations. Customer Care activities will include the administration of the TEXpress Lane Cares (TLC) / Customer Back Office (CBO) systems, processing of customer credit inquiries, customer engagement touchpoints, and the administrative support of the  website and email account. The Toll Operations Customer Care Specialist will also work with the TEXpress communications and corporate affairs team to provide applicable research and analysis to help keep the general public and key stakeholders informed of the customer service operations of the LBJ Express™ project, the North Tarrant Express™, as well as information regarding the managed lanes (TEXpress Lanes™).

In addition, they will support to the day to day operations to ensure on time and accurate billing of toll transactions, accurate reconciliation of all revenue; accurate reporting of revenue and traffic and applicable research activities as needed.

Essential Duties and Responsibilities
:

• Primarily responsible for the overall administration of customer inquiries, correspondence, and external service inquiries related to TEXpress Lanes. Accountable to research, resolve, forward, elevate, and report the inquiries as necessary.
• Manage and facilitate the processing and updating of tickets within the customer care systems (TLC-JIRA / Customer Back Office - CBO).
• Facilitate the necessary research and analysis needed to ensure an accurate and timely response to customer inquiries.
• Coordinate with staff and serve as the primary contact with the Toll Service Provider (TSP) to ensure all applicable credit transactions are processed in a timely manner.
• Serves as the first point-of-contact…