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Hillsborough County Government

Toll Operations Specialist (#TOPSSPEXPL) EXPL
$18.76-$31.36 Hourly / $3,251.73-$5,435.73 Monthly / $39,020.80-$65,228.80 Yearly




JOB OVERVIEW

The Toll Operations Specialist is responsible for the resolution of toll operations-related customer disputes, issuance of Vehicle Registration Holds, Uniform Traffic Citations, and other toll enforcement procedures to registered vehicle owners who fail to pay The Tampa- Hillsborough Expressway Authority (THEA) for tolls per Florida Statute(s).

The Toll Operations Specialist reports to the Director of Toll Operations and is responsible for the generation of case evidence packages to support the above-mentioned function.

MINIMUM QUALIFICATIONS

Graduation from an accredited four year degree granting college or university.

OR

High School; and 
One or more years of experience overseeing a dispute resolution, customer service, fraud or fee recovery function.

CORE COMPETENCIES

  • Customer Commitment - Proactively seeks to understand the needs of our customers and provide the highest standards of service.
  • Dedication to Professionalism and Integrity - Demonstrates and promotes fair, honest, professional and ethical behaviors that establishes trust throughout the organization and with the public we serve.
  • Organizational Excellence - Takes ownership for excellence through one's personal effectiveness and dedication to the continuous improvement of our operations.
  • Success through Teamwork - Collaborates and builds partnerships through trust and the open exchange of diverse ideas and perspectives to achieve organizational goals.

JOB SPECIFIC COMPETENCIES

  • Knowledge of Federal, State, and Local regulations pertaining to toll operations and enformcement
  • Knowledge of the principles and practices of management
  • Knowledge of the principles and practices of providing stellar customer service
  • Knowledge of toll operation rules, procedures, and terminology
  • Knowledge of Microsoft Office Suite
  • Skill in the effective use of time management practices
  • Skill in making sound decisions within a timely manner
  • Skill in carrying out technical and analytical research
  • Ability to communicate effectively both verbally and in writing
  • Ability to produce, interpret, and assimilate data
  • Ability to work independently
  • Ability to establish and maintain effective working relationships with others within and outside THEA
  • Ability to have visual acuity correctable to 20/20, per FL Rule 14-100.001
  • Ability to pass a Level 2 security background check per FL Rule 14-100.001

REPRESENTATIVE DUTIES

Note: The following duties are illustrative and not exhaustive. The omission of specific statements of duties does not exclude them from the position if the work is similar, related, or a logical assignment to the position. Depending on assigned area of responsibility, incumbents in the position may perform one or more of the activities described below.

  • Serves as point of contact between THEA and its tolling financial back-office service providers to address customer service and toll enforcement related day-to-day operations.
  • Prepares and utilizes performance reports to monitor the efficiency of THEA’s tolling financial back-office providers and recommends changes to improve day-to-day operations. 
  • Supports and responds to issues reported by Florida’s Centralized Customer Service System (CCSS).
  • Coordinates with CCSS and other toll authorities’ personnel to support customer service and toll enforcement operations. 
  • Assists other THEA toll-operations functional units as required. 
  • Handles requests from executive-level management and THEA customers in a courteous, professional manner and ensures that all issues are resolved promptly and completely.
  • Continuously identifies and evaluates opportunities to drive process improvements that have a positive impact on the customer’s experience with THEA. 
  • Answers incoming calls and makes any necessary follow up outbound calls. 
  • Assists customers with new-account enrollments, payments, inquiries, and violation-related questions over the phone and in person.
  • Assists and interacts with customers in helping to resolve customer complaints and/or questions related to toll violation notices and other enforcement activities. 
  • Researches and resolves customer issues. 
  • Processes and fills out multiple types of electronic forms. 
  • Writes and receives correspondence via fax, mail, and e-mail. 
  • Receives and processes account update requests from inbound phone calls and mail, as directed. 
  • Assists with toll-operations related marketing initiatives. 
  • Reviews data to ensure that the issuance of the following toll enforcement procedures are warranted: Vehicle Registration Hold with the Florida’s Department of Highway Safety and Motor Vehicles (DHSMV); Small Claims with the Florida Clerks of Court; Uniform Traffic Citation (UTC) with the Florida Clerk of Court. 
  • Coordinates with the Local Enforcement Authorities, Tax Collector Office, County Court Systems, and Department of Highway Safety and Motor Vehicles in resolution of the above-mentioned toll enforcement procedures resulting from toll violations. 
  • Schedules court appearances and generates evidence packages as necessary. 
  • Attends court hearings and trials, maintains the court-appearance schedule and testifies in court on behalf of THEA. 
  • Creates, maintains and disburses and/or schedules daily, weekly, and monthly court status reports and meetings. 
  • Enters and updates violation enforcement system with complete and accurate notes on disposition of trials attended. 
  • Monitors activity of customers with repeat toll violation notices and provide recommendations to supervisor regarding enforcement action. 
  • Stays abreast with other toll authorities’ toll-operation business rules to propose changes and improve THEA’s tolling day-to-day operations. 
  • Assists the Director of Toll Operations with meeting schedules and minutes. 
  • Analyzes THEA’s reporting requirements and develops a portfolio of reports using Microsoft Office. 
  • Performs other related duties as required.

This classification description is not intended to be, nor should it be construed as an all inclusive list of the duties associated with a particular position. Management may require incumbents to perform job duties other than those contained in this document at any time.


CLASS: TOPSSPEXPL; EST: 5/20/2016; REV: ;