Customer Service Representative - OKC

Customer Service Representative I - OKC

The Oklahoma Turnpike Authority (OTA) has been serving Oklahomans since 1947, managing and maintaining a modern, safe, and efficient turnpike system across the state. With a commitment to customer service and innovation, OTA plays a vital role in ensuring smooth and reliable travel for millions of motorists each year. As a part of our team, you'll have the opportunity to make a meaningful impact while working in a collaborative and supportive environment.

OTA offers competitive pay, excellent benefits, and opportunities for growth, making it an excellent choice to build your career in public service.

This is a full-time position working Monday – Friday, approximately 7:55am – 4:55pm, working in the office in Oklahoma City.

The Oklahoma Turnpike Authority (OTA) Customer Service division is seeking dedicated professional Customer Service Representatives (level I) to join our team. In this role, you will be responsible for delivering exceptional customer service in a call center environment, assisting customers with their inquiries related to PIKEPASS accounts and services. We are looking for candidates with strong communication skills, problem-solving abilities, and a commitment to providing outstanding customer support.

This is a level I position, with a pay rate of $22.04 per hour ($45,848 annually). Level II, with a pay rate of $23.47 per hour ($48,825.00 annually) may be achieved after meeting the qualifications for that level.

Primary Duties and Responsibilities

• Answer incoming calls promptly and professionally, providing courteous and efficient service to customers.
• Address customer inquiries, concerns, and complaints regarding the Oklahoma Turnpike system, toll rates, account information, and general information about the authority.
• Provide accurate and up-to-date information to customers by utilizing available resources, databases, and training materials.
• Process customer transactions, including toll payments, account updates, and issuing toll tags.
• Identify and escalate complex or unresolved customer issues to the appropriate department or supervisor.
• Maintain a high level of knowledge about the Oklahoma Turnpike system, including current toll rates, policies, and procedures.
• Ensure customer satisfaction by actively listening to customers, empathizing with their concerns, and providing effective solutions.
• Accurately document customer interactions and transactions in the customer relationship management (CRM) system.
• Collaborate with other team members and departments to resolve customer issues and improve overall customer experience.
• Stay updated on industry trends, technological advancements, and changes in toll system operations.
• Perform other duties as assigned to ensure smooth and effective customer service operations.

Physical Demands and Work Environment

• This position works in a comfortable office setting with a computer for a large percentage of the workday.
• The noise level in the work environment is usually mild.

Minimum Qualifications

• Minimum of one (1) year of experience in clerical office work plus one (1) year of experience in customer service, or an equivalent combination of education and experience.
• Experience in a professional customer service environment.
• Basic math, spelling, punctuation, and grammar skills.
• Excellent interpersonal and communication skills.
• Ability to communicate clearly and concisely.
• Ability to read and understand written materials, including emails and policy papers.

Knowledge, Skills, Abilities and Competencies

Knowledge,

Skills and Abilities

required at this level include knowledge of state laws and rules concerning the business operations of the agency; of accounting principles and practices; of various types of business…