Customer Care Support Analyst

Job Summary:

The CSR reports directly to the Call Center Supervisor in support of SHA automated speed and red-light enforcement programs.

Job Description:

• CSR will be required to answer telephone calls from citizens with questions about citations, payments, and general program operations using an automated call distribution system.
• CSR will use defined scripts and protocols.
• CSR will document customer service call results using Elovate’s proprietary CiteWeb, ETIMS systems. This includes but is not limited to:
  • Entering traffic citation information into a computer.
  • Review visual evidence of traffic violations using a computer.
  • Maintain logs of activities and completed work.
  • Report system failures and other issues to supervisors.
  • Prepare court document packages as needed.
• CSR may be assigned to accept walk-in payments at the cashier cage in Burtonsville and keep track of payments made.
• Must have general computer skills. Training on work-specific systems and software will be provided.
• Work independently after training.
• Normal business hours are 8AM to 5PM, with two 15 minute and one 1hr lunch.
• This is an on-site position. No remote or hybrid work allowed.

Worker Type:

Regular

Number of Openings Available:

1