Job description
Are you ready to build your road to a successful career with a world leading organization that offers new technologies and smarter transport solutions? Do you want to help deliver real and lasting benefits to cities and their communities?
Transurban is driven by bringing people and places closer. The roads we plan, build, operate and maintain make communities stronger, across the United States, Australia, Canada and beyond. We’re getting people where they’re going. And we’re doing it faster, smarter and safer.
Come be a part of the Transurban team in Alexandria, VA who work every day to shape the future of transport and make things happen!
But we can’t do it alone…
We need a Customer Service Specialist to contribute to the success of Transurban USA by overseeing the quality of the outsourced vendors that provide call center, image review, toll adjudication, collections, and court services, reporting on findings, and developing recommendations for continuous process improvement including coaching strategy and future planning.
In this role, you will lead calibration sessions with the outsourced provider's team leaders and use a data-driven approach to identify opportunities and support planning for enhancements to business operations.
The value you’ll bring:
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Identify service improvement and recommend and arrange changes (when approved) to procedures or work instructions to reflect practice accurately.
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Identify and recommend ideas and strategies to improve customer service across all tolling and customer management functions.
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Assist with disseminating policy and procedure changes and ensuring they are adhered to
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Influence, encourage, and interact across functional areas and locations to assist with the ongoing improvement of Customer Service
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Evaluate business operations through active monitoring, testing, and reporting through analysis of customer research and contact center data
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Provide quality oversight, including management support for all functions where Quality Assurance occurs
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Oversee reporting and audits
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Assist with invoicing as required.
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Work with technology and technical personnel to define and document system testing to develop, manage, and deliver training on system changes.
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Acts as primary internal point of contact from US and Group Finance teams to the Customer team for customer payment business processes
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Analyze internal payment processes and procedures to identify areas to improve efficiency and reduce risk.
What we offer you:
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Flexible workplace arrangements
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Employee recognition programs
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Generous paid time off plan
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Competitive compensation and benefits
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Parental leave (up to 16 weeks)
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401k / profit sharing
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Class pass and virtual access to gyms
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On site gym
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Free employee parking
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Tuition reimbursement program
Start changing the world around you. Apply now.
Transurban is an equal opportunity employer and values diversity at our company. We do not discriminate on the basis of race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status.
Job Type:
Permanent
Closing Date:
24-May-2023 0:00
Please note: The closing date reflects the time zone of the Primary Location for this job posting.
Primary Location:
Virginia
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