IC
Inlane Agent I
full-time•Elkhart
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:
Responsible for customer experience and ensure efficient flow of traffic through the use of roadside system.
Overseeing seasonal employees on a daily basis to ensure policy and procedures are being followed.
Relationships:
• Directly reports to the Toll Operations Assistant Area Manager.
• Works directly with other Toll Operations and other department staff within ITRCC.
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 Assisting customers via remote console.
o Interacting with customers professionally and efficiently.
o Complete training and ensure learning management system compliance.
o Submitting equipment issues/information into the Microsoft Teams channel.
o Reads emails on daily basis.
o Sending shift recaps to communication to oncoming staff about any issues/call-offs, etc.
o Submitting Jira tickets for any issues.
o Assisting seasonal employees with any information needed.
o Keeping the assistant area manager informed on all seasonal employees.
o General office housekeeping.
o All other duties as assigned.
• Level 2 (including level 1):
o Train on-boarded toll supervisor agents and other supervisors
o Identify and recommend and assist with the implementation of improvements to gain operations efficiencies and improve remote customer assistance.
• Level 3 (including level 2):
o Participate in the development or implementation of quality assurance measures to provide outstanding customer service and improve operations.
o Review and update standard operating procedures or system testing and enhancements.
o *Tier changes can happen if the employee meets the qualifications during the next review period.
Qualifications: (required)
• High school diploma/ GED
• Must have proven organization skills
• Communication skills in both written and verbal
• Positive personality with the ability to remain courteous with the public and fellow employees
• Prior experience with Microsoft Office (Excel, Outlook)
Desirable Experience:
• Level 1: 1-2 years of relevant work experience
• Level 2: 3-5 years of relevant work experience
• Level 3: 6+ years of relevant work experience
• Past supervisor experience
Working Conditions:
• This position requires: (Frequent est. 5 hrs per shift)
Heavy sitting
Heavy talking and hearing
Light physical effort
Heavy computer usage
Working area is inside
Heavy phone and radio usage
Travel Time required may be up to 10%
What you'll do
- The role is responsible for ensuring a positive customer experience and maintaining efficient traffic flow using roadside systems, while also overseeing seasonal employees daily to ensure compliance with policies and procedures. Responsibilities scale across three levels, involving customer assistance, training, process improvement, and quality assurance measures.
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.
Ready to join ITR Concession Co LLC?
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Frequently Asked Questions
What does a Inlane Agent I do at ITR Concession Co LLC?
As a Inlane Agent I at ITR Concession Co LLC, you will: the role is responsible for ensuring a positive customer experience and maintaining efficient traffic flow using roadside systems, while also overseeing seasonal employees daily to ensure compliance with policies and procedures. Responsibilities scale across three levels, involving customer assistance, training, process improvement, and quality assurance measures..
Is the Inlane Agent I position at ITR Concession Co LLC remote?
The Inlane 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 Inlane Agent I position at ITR Concession Co LLC?
You can apply for the Inlane 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.