Client Services Manager
Position Overview
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, the Client Services Manager is responsible for the quality and performance standards of our remote users associated with our toll-free customer service line. Client Services Managers also respond to escalated customer inquiries and provide feedback on the efficiency of the remote customer service processes.
Essential Job Functions
The Client Services Manager responsibilities include but are not limited to:
- Performance management of direct reports, including coaching, annual performance evaluations and delivering disciplinary action.
- Performing operational tasks to assure goals are met, including analyzing direct reports quality performance, productivity and call trends, providing coaching/guidance when needed
- Promptly assisting direct reports with escalated issues or cases as needed
- Improving customer service quality results by evaluating and re-designing processes and establishing metrics to thoroughly monitor and analyze results
- Evaluating operational needs to assist in determining staffing needs.
- Trouble shooting basic phone/computer equipment issues of remote call takers
- Adhering to all data security and privacy laws and policies as they relate to the retention, transmission and sharing of confidential and/or protected customer or employee information.
- Maintaining up-to-date knowledge of the Illinois Tollway regulations, policies and procedures
- Performing other duties as assigned
Qualifications
Education (Required)
- Associate 's Degree from an accredited college in business management or a related field of study OR five to seven years of progressively responsible experience in customer service management/call center management
Education (Preferred)
- Bachelor’s degree with a degree in Business Management or related field from an accredited college.
Skills and Experience (Required)
- Minimum five (5) years of customer service management experience
- Ability to manage and prioritize multiple projects and work effectively with minimal supervision while adhering to strict deadlines in a fast-paced complex environment
- Ability to work cross-functionally to solve complex problems and improve both the quality/customer experience
- Ability to work independently with a high level of initiative, attention to detail and follow-through
- Excellent verbal and written communication skills
- Superior organizational, problem-solving and analytical skills
- Ability to maintain a high level of confidentiality
- Proficient in the use of MS Office, specifically Outlook, Word and Excel
Skills and Experience (Preferred)
- Prior experience in the management of union employees
- Previous experience or knowledge of electronic toll collection programs, specifically SAP-ATS
The Illinois Tollway is committed to creating a diverse environment and is proud to be an equal employment opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, marital status, national origin or ancestry, disability, unfavorable discharge from military services, age, order of protection status, military status, sex or sexual orientation.