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Customer Service Specialist 4
Skills
Analytical SkillsContact CentersDocument Management SystemsEasily AdaptableExternal SState PolicySummaries
What the job involves
The main requirements, responsibilities and hiring steps.
Requirements
- Demonstrated relationship management and collaboration skills with internal teams, stakeholders, and subject matter experts
- Strong written verbal electronic and technical communication skills tailored to diverse audiences
- Ability to identify process improvement opportunities and take initiative
- Proven documentation and professional writing skills for reports and correspondence
- Ability to prioritize multiple assignments adapt to changing needs and meet deadlines
- Experience de-escalating hostile or angry customers and resolving complaints
- Ability to work both independently and as part of a multidisciplinary team
- Proficiency in Microsoft Office Adobe Acrobat and document management systems
Day to day
- Independently research and resolve complex customer problems and escalations related to tolling services.
- Draft clear customer responses for management review and communicate professionally by phone or in writing.
- Analyze customer issues, identify trends, recommend process and policy improvements, and support internal coordination across teams and agencies.