Call Center Agent

　　Job Details

　　Job Location

　　The Chicago Lighthouse - Main Headquarters - Chicago, IL

　　Remote Type

　　Optional Work from Home

　　Position Type

　　Full Time

　　Education Level

　　High School/GED

　　Salary Range

　　$18.00 - $18.50 Hourly

　　Travel Percentage

　　None

　　Job Shift

　　Day

　　Job Category

　　Customer Service

　　Job Description

　　This is a remote position with required onsite training at our main campus located at:

　　1850 W Roosevelt Road, Chicago, IL 60608

　　Training Hours - Monday thru Friday, 8:00am to 2:00pm

　　Remote Work Shift Hours - Monday thru Friday, 11:00am to 7:30pm

　　STATEMENT OF PURPOSE: Call Center Agent will be responsible for providing high quality customer service assistancewhen responding to inquiries pertaining to I-PASS electronic tolling accounts, violations notices, billing issues, technical issues or general map questions. Call Center Agents will be responsible for assuring speedy resolution of inquiries utilizing all available resources.

　　KEY RESPONSIBILITIES INCLUDE, BUT ARE NOT LIMITED TO:

　　Adhere to the Privacy Act as it relates to the confidentiality of information released;

　　Must maintain up-to-date knowledge of the Illinois Tollway regulations and policies;

　　Update customer accounts with accuracy and maintain appropriate documentation of phone inquiries

　　Utilize a Tollway application that immediately processes credit card payments to accounts while

　　speaking with the customer;

　　Make recommendations according to customers needs. Ability to empathize with and prioritize

　　customer needs;

　　All payments and adjustments must be posted to customers accounts in accordance with

　　procedures for each of the I-PASS and Violation Enforcement System databases;

　　Gather data from customer and other resources as needed for problem-solving and communicate to

　　customer;

　　Open, split and close customer I-PASS accounts in accordance with training guidelines;

　　Navigate between three (3) or more systems and tools to assist and service customers;

　　Will be required to complete program training, as warranted, and successfully implement that

　　knowledge in day-to-day operations.

　　Any other duties as deemed necessary by supervisor.

　　QUALIFICATIONS:

　　High School diploma or equivalent required;

　　Must be able to speak English clearly and professionally;

　　1 to 2 years call center experience preferred;

　　1 to 2 years customer service experience required;

　　Bilingual English/Spanish a plus;

　　Must be able to type a minimum of 25 words per minute with at least 90% accuracy;

　　Must have intermediate computer skills and the ability to navigate through multiple data screens;

　　Must have excellent communication skills and be able to multi-task;

　　Must pass all assessments or test associated with position.

　　Employee Benefits

　　BENEFIT PACKAGE UP TO AN ADDITIONAL 25% OF SALARY INCLUDING:

　　10 days paid vacation

　　12 paid holidays

　　6 sick days accrued over the year, up to 16 days available to be accumulated

　　Insurance Eligibility the 1st of the month after 30 days of employment

　　Medical (65% covered by the Chicago Lighthouse), dental and vision insurance offered

　　Short/long term disability

　　Life insurance 2x salary

　　Employee recognition events

　　Company matched 401(k) plan

　　Reasonably priced delicious food options on site (except at Glenview location)

　　Access to micro-kitchens

　　The Chicago Lighthouse for People Who Are Blind or Visually Impaired is an Equal Opportunity Employer in full compliance with local, state, and federal Civil Rights & Affirmative Action laws. The Chicago Lighthouse for People Who Are Blind or Visually Impaired maintains a strong policy of accommodation and a consistent practice of employing qualified individuals with disabilities. All applicants will be afforded equal employment opportunity without discrimination because of race, color, religion, sex, marital status, national origin or ancestry, citizenship status, age, physical or mental disability unrelated to ability, sexual orientation, military status, order of protection status or unfavorable discharge from military service.