Customer Care Representative

ERC covers the commuting cost of tolls at the Elizabeth River Tunnels for our employees. ERC is currently offering a hybrid schedule for the call center. (employees work 5 days in the office and 5 days from home - after 90 days of employment) Shift: 8am-5pm Monday-Friday (training is 8am-5pm for 4 weeks) STARTING RATE: $19.50

• Responsible for providing excellent customer service via the phone, email, face to face, mail, and/or social media in a prompt and courteous manner.
• Resolves customer questions and problems regarding accounts, payments, products, and services.
• Completes and maintains related reports, records, and files.

• Assumes responsibility for the effective and professional completion of Customer Care Representative functions.
  • a. Receives customer telephone questions and complaints in a professional manner.
  • b. Completes research and resolves documentation errors or discrepancies. Forwards more complex problems to Customer Care Supervisor.
  • c. Provides general information to customers on Company policies, procedures, and programs.
  • d. Provides basic information to customers on accounts, orders, payments, products, and services while converting those calls into payments based on account balances.
  • e. Performs basic maintenance functions on accounts.
  • f. Maintains and projects the Company's professional reputation.
• Assumes responsibility for establishing and maintaining effective coordination and working relationships with area personnel and with management.
  • a. Completes weekly Customer Service statistical reports.
  • b. Keeps supervisor informed of area activities and significant problems.
  • c. Completes required reports and records accurately and promptly.
  • d. Attends and participates in meetings as required.
• Assumes responsibility for related duties as required or assigned.
  • a. Assists other departments as necessary.
  • b. Performs related clerical duties as needed.
  • c. Keeps work area clean, secure, and well maintained.
  • d. Actively and professionally cross sells Company products and services.

• 1. Customer Care Representative functions are efficiently, effectively, and accurately performed in accordance with established policies, standards, and security procedures.
• 2. Good business relations exist with customers. Customer problems and complaints are promptly and professionally addressed and resolved.
• 3. Accurate and complete information provided to customers on ways to save through education on E-ZPass and other apps. Available.
• 4. Good working relationships and coordination exist with area personnel and with management. Appropriate assistance is provided to area staff as needed. Supervisor is informed of activities.
• 5. Required reports and records are accurate, complete, and timely.
• 6. The Company's professional reputation is conveyed and maintained.

• High school graduate or equivalent.

• General knowledge of Company policies and procedures.
• Basic understanding of Company products and services.

• At least 1 year of experience in customer service.

• Excellent communication and public relations skills.
• Ability to work well under pressure.
• Ability to use a personal computer and related software applications including Microsoft Word or Excel.
• Solid math skills and bookkeeping abilities.
• Proficient typing skills.
• Must be willing to work a flexible schedule as required by the Customer Service Center.
• Ability to obtain a Criminal History Background Check, drug screen, Valid Virginia Driver License. Must have quiet location to work from.

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