<p>Description</p> <p>We are looking for a dedicated and customer-focused individual to join our team. In this role, you will assist Lee County Pay-by-Plate customers by addressing their inquiries, resolving disputes, processing payments, and lifting registration holds. You will also support LeeWay transponder customers with discount programs, account management, and toll interoperability. This position involves interacting with customers through various communication channels including phone, email, in-person, and at the transponder test lane.</p> <p>Duties and Responsibilities</p> <ul> <li>As the Leeway Service Center is a call center environment, the primary mode of customer contact will be by phone. </li><li>Handle a high volume of inbound customer calls in a call center environment using a multi-line phone system. </li><li>Provide clear and professional communication with both internal teams and customers. </li><li>De-escalate customer concerns and resolve issues with patience and support. </li><li>Explain LeeWay discount programs, account options, and toll enforcement policies to customers. </li><li>Update and manage customer accounts, process applications, and renewals for LeeWay transponders. </li><li>Process Pay-By-Plate transaction payments, and assist with customer inquiries and complaints. </li><li>Ensure accuracy in data entry and maintain professionalism in all customer interactions. </li><li>Use independent judgment to resolve customer issues via phone, in person, email, or mail. </li><li>Identify customer needs, research issues, and provide timely solutions. </li></ul> <p>Education, Experience, Licensing</p> <p>Minimum Requirements:</p> <ul> <li>High school diploma or GED equivalent. </li><li>One year of experience in a fast-paced customer service or call center environment or a high-volume customer service role. </li></ul> <p>Preferred Qualifications:</p> <ul> <li>Experience in bookkeeping, accounting, or cash handling. </li><li>Familiarity with multi-line phone systems. </li><li>Background in a call center environment. </li><li>Strong communication and interpersonal skills. </li><li>Valid driver's license with a good record. </li></ul> <p>Supplemental Information</p> <ul> <li>Multitasking: Ability to handle multiple tasks and prioritize in a fast-paced environment. </li><li>Customer Service: Ability to quickly build rapport and provide excellent service. </li><li>Technical Skills: Proficient with basic computer operations, including Microsoft Word and Excel, as well as office tasks like data entry and filing. </li><li>Learning Ability: Willingness to learn systems like the LeeWay Advanced Revenue Collection system (ARC) and the Pay-By-Plate Enforcement System (VES). </li><li>Communication: Strong verbal and written communication skills. </li><li>Problem-Solving: Ability to analyze and apply policies to resolve customer issues. </li><li>Discretion: Handling sensitive and confidential information with care. </li></ul> <p>Work Schedule:Full-time (40 hours per week), Monday - Friday, 8:00 AM to 4:30 PM. Weekend hours required during the October renewal season and as needed based on workload.</p> <p>About LeeWay (Tolls Division)</p> <p>This position is part of the Lee County Department of Transportation (DOT), working within the LeeWay (Tolls) Division. LeeWay is responsible for managing cashless toll collection and the operation and maintenance of toll-bridge facilities in Lee County, including the bridges at Cape Coral, Midpoint, and the Sanibel Causeway.</p> <p>By joining our team, you'll play a key role in ensuring toll-bridges and associated infrastructure operate efficiently, safely, and reliably. Your work will directly affect residents and visitors who use county bridges daily, helping enable smooth, uninterrupted travel across waterways and connecting communities.</p> <p>LeeWay is dedicated to creating a tolling system that is modern, user-friendly, and sustainable. Your contributions - whether facilitating seamless electronic toll collection, maintaining toll facilities, or supporting customer service - will be a vital part of that mission.</p>