Customer Service Representative

Customer Service Representative

The Illinois Tollway is dedicated to providing and promoting a safe and efficient system of highways while ensuring the highest possible level of service to our customers. Whether it's I-PASS, the Move Illinois Program, open road tolling or keeping you safe with our H.E.L.P. trucks, we are committed to delivering great benefits and services to customers.

The Tollway is a user-fee system no state or federal tax dollars are used to support maintenance and operations. Operations are funded by toll and concession revenues.

Under the leadership of the Board of Directors and Executive Staff, the Tollway is committed to achieving the following goals: increase collaboration with regional transportation and planning agencies, promote the regional economy, maintain financial integrity, foster environmental responsibility and sustainability, maintain the safety and efficiency of the Tollway system, further transparency and accountability, enhance customer service, and maintain public trust.

In support of this mission, Customer Service Representative(s) act as the primary point of contact for our customers helping to ensure that all customer inquiries handled both efficiently and accurately. The Customer Service Representative is also responsible for educating our customers on I-PASS products to provide a value-added experience for our patrons.

The Illinois Tollway has customer service centers in the following locations: Downers Grove, Lake Forest, Belvidere and South Holland. There will be occasions when the assigned work location may vary based on operational need.

Customer Service Representative responsibilities include but are not limited to:

• Interacting with customers via telephone, email or in person to provide support and information on I-PASS and invoice accounts with limited supervision while meeting timeliness and accuracy standards
• Processing customer financial applications, processing payments, performing reconciliation activities and investigating issues related to customer accounts
• Educating customers on the advantages of our I-PASS products to further improve market penetration levels
• Handling large volumes of mail including, but not limited to, payments, new applications, inventory/transponder requests, account updates, and customer complaints and/or questions.
• Handling extremely confidential information in accordance with PCI Standards/Compliance
• Performs other duties as needed