Customer Service Representatives-WV Parkways Authority-Kanawha Co.

Posting number: NC-107

Department: - Not in the Classified Service, See Posting

Job classification: X - Job Not in Classified Service

Posting type: NON COVERED PSA

Categories: Miscellaneous, Customer Service

Summary

CUSTOMER SERVICE REPRESENTATIVES-WV PARKWAYS AUTHORITY-KANAWHA CO.

Position Summary:

The Customer Service Representative (CSR) is responsible for delivering high-quality customer service in support of the West Virginia Parkways Authority E-ZPass program. This role assists customers with account management, processes transactions, resolves inquiries, and supports operational functions including image review and account research.

Key Responsibilities:

• Provide professional and courteous customer service across all channels, including     walk-in, phone, mail, and electronic communication.

• Assist customers with E-ZPass account setup, maintenance, and general inquiries.

• Process applications, payments, replenishments, and account updates accurately and efficiently.

• Address transponder issues, toll violations, and case management needs.

• Troubleshoot account issues and educate customers on proper E-ZPass usage.

• Handle inbound calls and inquiries with a focus on timely resolution.

• Perform image review duties including reviewing toll images, verifying plate and vehicle information, and applying appropriate actions.

• Conduct account research and apply corrections as necessary to ensure accuracy.

• Maintain accurate records and complete required daily reporting and deposit preparation.

• Support mailing operations including preparation and distribution of notices and correspondence.

• Ensure compliance with all departmental policies and procedures.

• Perform other duties as assigned.

Qualifications

HS Diploma or GED required.

Must be able to pass background check.

Customer service or related experience preferred.