Qureos Mentor

North Texas Tollway Authority

The North Texas Tollway Authority (NTTA) is dedicated to providing a safe and reliable toll road system while enhancing mobility options for its customers. Established in 1997, NTTA operates with a focus on business efficiency, protecting bondholders, and addressing the growing transportation infrastructure needs of the region. The organization is involved in various initiatives to support community engagement and offers career opportunities in the transportation sector.

<div>
 NORTH TEXAS TOLLWAY AUTHORITY
 
 
 
 Summary
 
 
 
 The Customer Service Supervisor leads daily operations across multiple customer service channels, including Call Center, Front Counter, and Back Office Support, ensuring consistent, high-quality service delivery. This role supervises and coaches staff, monitors performance metrics, manages scheduling and workload distribution, and resolves escalated customer issues while promoting NTTA&rsquo;s Mission: Forward values.
 
 
 
 Starting Rate: $58,094/annually- $76,440/annually- $99,372/annually
 
 
 
 
 Applicants are required to be eligible to lawfully work in the United States immediately. This position is not available for H1-B visa sponsorship.
 
 
 
 
 Responsibilities
 
 
 
 <ul>
 <li>
 Ensures Service Level Agreements (SLAs) are met.
 </li>
 <li>
 Resolves escalated customer issues and handle escalated customer interactions.
 </li>
 <li>
 Resolves internal and external customer issues; respond with urgency to customer inquiries.
 </li>
 <li>
 Manages customer service staff performance and quality by coaching team members and participating in customer interactions, call monitoring sessions, or case management.
 </li>
 <li>
 Monitors quality and performance standards.
 </li>
 <li>
 Makes timely leadership decisions regarding staff issues and ensure consistent policy implementation.
 </li>
 <li>
 Supports team members by conducting regular employee coaching sessions (both informal and formal); write and deliver performance appraisals.
 </li>
 <li>
 Motivates team and ensures performance metrics are met.
 </li>
 <li>
 Communicates information and departmental/team results by leading huddles, team meetings, and one-on-one meetings and fosters open communication by seeking and delivering 360 feedback.
 </li>
 <li>
 Quantifies workforce shortages and adjust available staff accordingly.
 </li>
 <li>
 Reviews all internal and external customer contacts.
 </li>
 <li>
 Reviews productivity by analyzing daily reports, updates spreadsheets, and provides statistics to Customer Service staff and management.
 </li>
 <li>
 Solicits feedback from customers and employees and recommend improvements in all internal and external processes.
 </li>
 <li>
 Recommends and implements employee recognition programs.
 </li>
 <li>
 Schedules tasks and projects.
 </li>
 <li>
 Assists Workforce Management, working with and managing vendor relationships, and assisting other departments and groups.
 </li>
 <li>
 Maintains individual employee records regarding attendance, performance, recognition, schedules, etc.
 </li>
 <li>
 Ensures confidentiality of employee and customer records.
 </li>
 <li>
 Performs billing research to resolve customer inquiries.
 </li>
 <li>
 Enters, organizes and maintains critical data and reviews and verifies all deposits (when assigned to front counter support).
 </li>
 <li>
 Performs research for budget documents, compile data for computer entry and enter or oversee data entry.
 </li>
 <li>
 Supports all groups within Customer Service, however, normal day-to-day duties typically fall within one of the following areas:
 
 
 </li>
 </ul>
 
 Call Center
 
 
 
 Includes all duties listed above while providing direct leadership and daily operational oversight for customer service representatives in a multi-channel contact center (
 
 inbound/outbound calls/emails/chat
 
 ), ensuring adherence to service standards, schedules, and performance expectations. Monitors call handling performance by participating in call monitoring, quality assurance reviews, and real-time observation; delivers timely coaching and corrective guidance to improve service quality, efficiency, compliance, and customer satisfaction. Analyzes call center data and performance reports to identify trends, training needs, and process improvement opportunities; communicates insights and action plans to team members and leadership.
 
 
 
 Front Counter
 
 
 
 Includes all duties listed above with main duties in our front counter environments. Other duties may include, but not limited to cash handling, auditing and balancing procedures. This position requires the ability to work any assigned shift within the Monday&ndash;Saturday workweek. Saturday availability is a required and essential function of this role. Work schedules may rotate and change based on operational and business needs. This position requires the ability to report to and work at any NTTA Customer Service Center location, as assigned. Customer Service Center locations may include, but are not limited to: Plano, Mesquite, Fort Worth, Irving, Grand Prairie, and South Dallas (DPS). Assigned work location may vary on a regular basis depending on coverage needs, staffing levels, and business necessity.
 
 
 
 Support Services
 
 
 
 In addition to general leadership responsibilities, this position directly supervises a team of Support Service Agents, overseeing daily operations and ensuring service excellence. Assisting team members by handling escalated inquiries/cases/calls, inventory management, override requests, helping team members through research and finding information to find resolution. Work volume will vary depending on overall case volume and business needs which may require additional effort up to and including additional work hours.
 
 
 
 Qualifications
 
 
 
 
 Minimum:
 
 
 
 High School diploma or equivalent
 
 
 1-3 years&rsquo; experience
 
 
 Valid driver&rsquo;s license or ability to obtain Texas Class &ldquo;C&rdquo; driver&rsquo;s license within 30 days of hire
 
 
 
 Preferred
 
 
 
 <ul>
 <li>
 N/A
 
 
 </li>
 </ul>
 
 About NTTA:
 
 NTTA is a political subdivision of Texas created to acquire, construct, maintain and operate toll roads in North Texas. As a customer-driven organization, NTTA delivers a safe and reliable toll system for millions of customers each year in one of the fastest growing regions in the United States. NTTA is a vibrant organization with a highly qualified, energized and engaged team focused on achieving Excellence and we are looking for talented individuals to join us.
 
 
 
 Our mission:
 
 We are committed to providing a safe and reliable toll road system, increase value and mobility options for our customers, operate the Authority in a businesslike manner, protect our bondholders, and partner to meet our region's growing need for transportation infrastructure.
 
 
 How To Apply
 
 
 Click Apply. Register or log-in to your account. Complete the application in its entirety, including any questions, and click Submit.
 
 
 If you have questions about the application process, please access our Frequently Asked Questions
 
 
 At any time during the application process, you can click on the Job Title to which you are applying to return to this page to access the FAQs.
 
 
 
 Refer your Family and Friends to apply at
 
 
 https://careers.ntta.org
 
 
 
 
 NTTA is an Equal Opportunity Employer and does not discriminate on the basis of race, color, religion, sex, sexual orientation, gender identity, age, national origin, disability or veteran status.
 
</div>

Customer Service Center Supervisor

<div>
 NORTH TEXAS TOLLWAY AUTHORITY
 
 
 
 Summary
 
 
 
 The purpose of this position is to interact with customers to provide and process information in response to inquiries, concerns, and requests about their accounts. Duties include handling customers interactions and responding to customers&rsquo; inquiries. The position will also participate in meetings with the customer service team to maintain expert knowledge about NTTA products or services and discover new communication tactics to best assist customers. Other duties include completing related projects as assigned.
 
 
 
 Starting Rate: $18.50/hourly
 
 
 
 
 Retention Bonus: $1,000
 
 
 
 
 Applicants are required to be eligible to lawfully work in the United States immediately. This position is not available for H1-B visa sponsorship.
 
 
 
 
 Call Center
 
 
 
 Taking inbound calls from customers to assist with account related questions or inquires. Call volume can range from back-to-back calls through the entire shift to periods of time where there are gaps in between each call. Some aspects of the job may also require outbound calls to be made.
 
 
 
 Responsibilities
 
 
 
 <ul>
 <li>
 Sets up new accounts, taking and providing information, making account changes, and processing requests by answering the phone and/or working at one of the front counter locations.
 </li>
 <li>
 Processes correspondence by receiving and responding to emails and other requests for information.
 </li>
 <li>
 Processes payments by verifying information for accuracy, reviewing images, processing payments for overnight payments, and researches and resolves credit card disputes.
 
 
 </li>
 </ul>
 
 Qualifications
 
 
 
 
 Minimum:
 
 
 
 <ul>
 <li>
 High School Diploma or equivalent
 </li>
 <li>
 1-3 years&rsquo; experience
 </li>
 <li>
 Fluency in English
 </li>
 <li>
 Must be able to type 30 WPM
 </li>
 <li>
 Valid driver&rsquo;s license or ability to obtain Texas Class &ldquo;C&rdquo; driver&rsquo;s license within 30 days of hire.
 
 
 </li>
 </ul>
 
 Preferred
 
 
 
 <ul>
 <li>
 N/A
 
 
 </li>
 </ul>
 
 About NTTA:
 
 NTTA is a political subdivision of Texas created to acquire, construct, maintain and operate toll roads in North Texas. As a customer-driven organization, NTTA delivers a safe and reliable toll system for millions of customers each year in one of the fastest growing regions in the United States. NTTA is a vibrant organization with a highly qualified, energized and engaged team focused on achieving Excellence and we are looking for talented individuals to join us.
 
 
 
 Our mission:
 
 We are committed to providing a safe and reliable toll road system, increase value and mobility options for our customers, operate the Authority in a businesslike manner, protect our bondholders, and partner to meet our region's growing need for transportation infrastructure.
 
 
 How To Apply
 
 
 Click Apply. Register or log-in to your account. Complete the application in its entirety, including any questions, and click Submit.
 
 
 If you have questions about the application process, please access our Frequently Asked Questions
 
 
 At any time during the application process, you can click on the Job Title to which you are applying to return to this page to access the FAQs.
 
 
 
 Refer your Family and Friends to apply at
 
 
 https://careers.ntta.org
 
 
 
 
 NTTA is an Equal Opportunity Employer and does not discriminate on the basis of race, color, religion, sex, sexual orientation, gender identity, age, national origin, disability or veteran status.
 
</div>

Customer Service Representative - Call Center

Join North Texas Tollway Authority and explore 2   exciting career opportunities. They're hiring for various roles with options for remote or on-site work. Apply today and become part of their innovative team.

North Texas Tollway Authority

About Company

Customer Service Center Supervisor

Customer Service Representative - Call Center