IC
Customer Care Agent I
full-time•Elkhart•$0k - $0k
About this role
Who we are:
ITRCC is dedicated to delivering outstanding customer service that is built around our core values: Community, Actions, Reliability, Excellence, and Safety. Spanning 157 miles, across northern Indiana, ITRCC implements our core values to offer a safer and more efficient way of commuting.
Why we’re different:
ITRCC’s efficiency relies on our team members; at the ITRCC you won’t just be part of a company, you will be part of a family who respects their members and strives to cultivate sustainability. We are actively involved in the community, care for the wellbeing of our team members and understand the importance of work/life balance.
Summary:
Incumbent provides efficient, professional and friendly customer support to patrons through multiple channels of communication.
Relationships:
• Internal and external ITRCC customers
• Customer Care Assistant Manager
Responsibilities:
• General:
o Performs all tasks safely, complies with all internal and external safety requirements, supports ITRCC’s safety culture, attends all safety training, and completes all compliance trainings as required by ITRCC.
o Upholds ITRCC’s core values: Community, Actions, Reliability, Excellence and Safety (CARES).
• Level 1(including General):
o Interaction handling and account management within the CRM. (calls and emails)
o Administrative tasks such as mailing items out to patrons and receiving mail from patrons.
o Handle all refunds/dispute investigations.
o Assists with front desk, mail and lost and found.
o All other duties as assigned..
• Level 2 (including level 1):
o Processes charge backs and reconciles refunds.
o Assists agents with interactions and handle interaction escalation.
o Manages internal (non-revenue) accounts.
o Assists in agent training.
o Qualification: Customer Experience Certification
• Level 3 (including level 2):
o Audits CRM-PowerBI reporting.
o Processes GP orders and requisitions – Proforma
o Audits call/email interactions.
o Assists CCAM with end of month reporting.
o Assists CCAM with employee performance management.
o Serves as Lead for Level 1 & 2 agents.
o Qualification: Customer Experience Certification
o *Tier changes can happen if the employee meets the qualifications during the next review period.
Qualifications (required):
• Knowledge of English grammar, spelling, and punctuation
• Proficient in Microsoft Office and virtual messaging platforms (Teams/Zoom, etc.)
• Ability to multi-task in a high paced environment
• Strong interpersonal skills with the ability to communicate effectively with internal and external customers
• Ability to maintain personal composure and tactfully handle difficult situations in a professional manner
Desirable Experience:
• Level 1: 1-2 years of relevant work experience
• Level 2: 3-4 years of relevant work experience
• Level 3: 5+ years of relevant work experience
Working Conditions:
• This position requires: (Frequent est. 5 hrs per shift)
Frequent sitting
Frequent talking and hearing
Light physical effort
Heavy computer and phone usage
In-office 5 business days per week
9AM-5PM, 40 hours. Pay range will depend on experience, starting at $17.50- $18.50
What you'll do
- The Customer Care Agent I provides efficient and friendly customer support through various communication channels. Responsibilities include handling interactions, managing accounts, processing refunds, and assisting with administrative tasks.
About ITR Concession Co LLC
The ITR opened in sections beginning in August 1956 with the final section opened in November 1956, and it’s been operational since that time. The road’s formal name is Interstate 90, linking Chicago with the eastern seaboard of the United States along the northern border of Indiana.
In 1985, subsequent legislation authorized the Toll Finance Authority to enter into contracts or leases with the Department of Highways for the operation of all toll road and toll bridge projects. In 2006, the Indiana General Assembly authorized ITRCC to take control of the Indiana Toll Road.
As it is structured today, the Indiana Toll Road is operated and maintained by ITR Concession Company LLC. The ITRCC Administration Office is located in Granger, Ind. The staff at ITRCC is responsible for construction, maintenance, repair and operation of the Indiana Toll Road projects within Indiana. It is charged with formulating, developing and recommending a continuing long-range toll road plan and short-term improvement programs. ITRCC is also responsible for communicating planning information to the public, interested agencies and organizations.
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Frequently Asked Questions
What does ITR Concession Co LLC pay for a Customer Care Agent I?
ITR Concession Co LLC offers a competitive compensation package for the Customer Care Agent I role. The salary range is USD 0k - 0k per year. Apply through Clera to learn more about the full compensation details.
What does a Customer Care Agent I do at ITR Concession Co LLC?
As a Customer Care Agent I at ITR Concession Co LLC, you will: the Customer Care Agent I provides efficient and friendly customer support through various communication channels. Responsibilities include handling interactions, managing accounts, processing refunds, and assisting with administrative tasks..
Is the Customer Care Agent I position at ITR Concession Co LLC remote?
The Customer Care Agent I position at ITR Concession Co LLC is based in Elkhart, Indiana, United States. Contact the company through Clera for specific work arrangement details.
How do I apply for the Customer Care Agent I position at ITR Concession Co LLC?
You can apply for the Customer Care Agent I position at ITR Concession Co LLCdirectly through Clera. Click the "Apply Now" button above to start your application. Clera's AI-powered platform will help match your profile with this opportunity and guide you through the application process.