Position Overview:
The Research Support Specialist is responsible for researching and completing tolling and violation customer service disputes for rental agency customers and assisting with client expedited requests. This position also interacts with internal departments, Tolling Authorities, Issuing Authorities and Collections Agencies to bring resolution to renter disputes.
A successful candidate must be a self-starter, have a high degree of critical thinking, good judgment, and the ability to work collaboratively with individuals/teams in a result-oriented environment with changing priorities.
Essential Responsibilities:
- Research complex customer service cases, process billing adjustments, and communicate resolutions to customers and/or clients for tolls and violations.
- Review, respond and/or resolve multi-channel written inquiries from vehicle renters and other associated agencies and businesses.
- Prioritizing daily workload based on importance of assigned tasks.
- Track and communicate abnormal service inquiry trends to leadership.
- Create clear complete documentation and notes for all inquiries
- Assist with customer service calls when needed for service level objectives.
- Assist with other tasks necessary.
Qualifications:
- High School diploma
- Previous experience in an administrative, research, customer service or transaction processing position 2+ years.
- Excellent reading and comprehensive skills
- Interpersonal written communication skills to accurately document activity in multiple systems and in proper business writing
- Intermediate skills with Microsoft Products (including Outlook, Excel, etc.)
- The ability to analyze data to resolve complex issues.
- Demonstrates high sense of urgency and personal initiative related to customer service and problem resolution.
- The ability to multi-task and thrive under pressure in a team environment.
- Executes all duties with follow-through and professionalism, demonstrating a high level of business ethics.
Verra Mobility Values
An ideal candidate for this role naturally works in alignment with the Verra Mobility Core Values:
- Own It. We focus on high performance and drive toward breakthrough outcomes. Our employees ensure accountability, optimize and align work, focus on the customer, and cultivate innovation.
- Do What’s Right. We champion integrity and good character. Our team members model ethical behavior, demonstrate good judgment and are courageous.
- Choose Courage Over Comfort. We lean into the conversations, decisions and actions that move the business forward, even when they feel uncomfortable. We challenge assumptions, address issues early and prioritize progress over ease.
- Win Together. We believe in growing and inspiring people together. We seek people who collaborate, value differences, think and act globally, foster an engaging work environment, and recognize and develop others.
With your explicit consent which you provided as part of the application process, we will retain candidate personal data solely for the business purpose for which it was collected. In no event will we retain such data more than two (2) years following the closure of the recruitment process relating to the role for which you applied or in the event other related job opportunities arise within the company. Verra Mobility Applicant Privacy Notice
Verra Mobility is an Equal Opportunity Employer. Qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, sexual orientation, gender identity, disability or protected veteran status.
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What We Do
Verra Mobility focuses on making life safer, easier and more connected for our customers and the communities we serve. As a global leader in smart transportation, we work alongside our customers and behind the scenes to relentlessly develop customized technology solutions to solve complex transportation challenges. We seamlessly connect people, technology and data across the smart mobility ecosystem.
