Toll Ops Customer Care Specialist

Job Title: Toll Operations Customer Care Specialist The Toll Operations Customer Care Specialist is responsible for customer care activities related to the tolling operations. Customer Care activities will include the administration of the TEXpress Lane Cares (TLC) / Customer Back Office (CBO) systems, processing of customer credit inquiries, customer engagement touchpoints, and the administrative support of the texpresslanes.com website and email account. The Toll Operations Customer Care Specialist will also work with the TEXpress communications and corporate affairs team to provide applicable research and analysis to help keep the general public and key stakeholders informed of the customer service operations of the LBJ Express project, the North Tarrant Express, as well as information regarding the managed lanes. In addition, they will support to the day to day operations to ensure on time and accurate billing of toll transactions, accurate reconciliation of all revenue; accurate reporting of revenue and traffic and applicable research activities as needed. Essential Duties and Responsibilities: Primarily responsible for the overall administration of customer inquiries, correspondence, and external service inquiries related to TEXpress Lanes. Accountable to research, resolve, forward, escalate, and report the inquiries as necessary. Manage and facilitate the processing and updating of tickets within the customer care systems (TLC-JIRA / Customer Back Office - CBO). Facilitate the necessary research and analysis needed to ensure an accurate and timely response to customer inquiries. Coordinate with staff and serve as the primary contact with the Toll Service Provider (TSP) to ensure all applicable credit transactions are processed in a timely manner. Serves as the first point-of-contact for customers and public information through the management of the organizations email and website accounts. Collect and analyze data and prepare customer service reports for management and Corporate Affairs review as necessary and applicable. Manage the customer inquiry database and provide proactive research, analysis, and recommendations based on trends related to customer complaints including, but not limited to the following: Manage all KPIs related to customer inquiries and responses. Generates weekly, monthly, quarterly reports of all customer-related activity logged and/or noted. Reports on trends and process improvements to management. Assists Corporate Affairs as a liaison to the North Texas Toll Authority and provide support for customers who come to the LBJ Express office for Toll Tag sales. Assists Corporate Affairs with information needed for the website content management. Knowledge of the tolling operations and how customers are charged is a critical component of delivering excellent customer service. As a result, the Toll Operations Customer Care Specialist will be accountable to learn and support key aspects of the Toll Operations Team including but not limited to the following activities: Engage with customers as necessary to help identify the appropriate classification of their vehicle to ensure consistent billing on the customer's account across all concession gantries. Support in the customer rerating processes is necessary to ensure accurate customer invoicing. Evaluate and investigate rejections and adjustments received from Toll Service Provider. Monitor image review and reconciliation queues with supplier and provide customer communication as necessary. Monitor and trend operational data, including but not limited to Classification components, systematically discarded transactions, and customer Key Performance Indicators (KPIs). Aid within the Toll Operations as needed to ensure a positive customer experience. Performs other job-related duties as assigned Qualifications (Knowledge, Skills & Abilities): To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required to fulfill those duties. Reasonable accommodation may be made to enable individuals with disabilities to perform the essential functions. Education & Experience: Bachelors in Business Administration, Communication or other relevant degree or equivalent work experience in lieu of a degree 5+ years of experience in customer care operations Knowledge of principles, practices, and procedures used in customer service communications with multiple stakeholders Professional Qualities: Excellent written and verbal communication skills especially in professional presentation to customers. Knowledge of customer service principles and practices Strong work ethic and high level of initiative Good troubleshooting skills Customer and team focused attitude Computer Skills: Proficient in Microsoft Office Suite Experience with JIRA ticketing system a plus Ability to recognize trends with technical support issues Ability to learn new software and procedures is required Work Environment & Physical Demands: The noise level in the work environment is usually quiet Specific vision abilities required by this job include ability to adjust focus, as necessary to use a computer While performing the duties of this job, the employee is regularly required to talk or hear. The employee is frequently required to stand, walk and sit

Created: 2026-03-04