Customer Service Representative

Job Overview
PILLAR, Inc. is seeking a dependable and dedicated individual with strong integrity to fill a full-time Customer Service Representative I position supporting VDOT operations in Salem, VA. We are seeking a customer-focused Representative I/Agent to respond to inquiries and concerns related to Virginia Department of Transportation (VDOT) projects, programs, services, and resources. The Agent assists citizens, visitors, and other customers through phone calls, online submissions, email, text, and web chat.

This position involves researching customer concerns, documenting service requests in a map-based customer service system, providing service request numbers and next-step information, and accurately summarizing interactions while assisting customers. The Agent will also support team members in learning customer service systems and procedures and refer complex matters to the appropriate representative.

The position is based in Salem, Virginia, and begins with eight weeks of mandatory in-person training at the VDOT Traffic Operations Center. Telework may be permitted after successful completion of training and demonstration of required proficiency and performance standards. Monthly in-person team meetings in Salem are required. Agents must also be available to work extended shifts, nights, and weekends during emergencies and severe weather events.

Shifts will be assigned to enable work-life balance, but on average will comprise of 8 hour per shift and 5 shifts per week for 40 hours per week, including holidays. The call center is 24/7/365 and during inclement weather, staff are expected to work overtime, if assigned. The shift looking to be filled is 8:30 am to 5:00 pm Monday through Friday and/or 12:30pm to 11:00 pm Monday, Tuesday, Thursday, and Friday.

Shifts can change based on business needs, but will try to remain as consistent as possible. Shift schedule is released for the coming month at least two weeks in advance of the first of the month. If the Agent’s regular schedule needs to be changed for good, VDOT will work to give them as much notice as possible.

Responsibilities

• Respond to customer inquiries and concerns regarding VDOT projects, programs, services, and resources.
• Assist citizens, visitors, and other customers by phone, online submission, email, text, and web chat.
• Use a map-based platform to research concerns and enter service request information into the CSC system.
• Process calls and electronic submissions according to established policies and procedures.
• Provide customers with service request numbers and explain the actions or next steps to be taken.
• Accurately summarize and document calls while speaking with customers.
• Provide professional and appropriate closing remarks during customer interactions.
• Refer complex questions and concerns to the appropriate representative or designee.
• Support and mentor team members as they learn CSC systems and processes.
• Meet established performance standards, including monthly call-handling and quality-assurance goals.
• Attend required monthly team meetings at the VDOT office in Salem, Virginia.
• Maintain reliable high-speed internet and a quiet, professional environment when teleworking.
• Report to the Salem Traffic Operations Center if internet service is lost during a telework shift.
• Work independently while maintaining strong communication and customer-service standards.
• Work extended shifts, nights, and weekends during emergencies and severe-weather events, and as needed.

Requirements

• High school diploma or GED
• Proficient computer and typing skills
• Strong communication and interpersonal abilities
• Reliable attendance and ability to work independently
• Access to a working phone for emergency overtime notifications

PILLAR, Inc. is an Equal Employment Opportunity Employer.
We are committed to creating an inclusive environment for all employees and applicants without regard to race, color, religion, sex, national origin, age, disability, veteran status, sexual orientation, gender identity, or any other protected characteristic under applicable law.