Bilingual Toll Customer Service Agent
$30,680,000–$35,776,000 year
On-siteTampa, Florida, United States
Job Summary
Serve as the welcoming face of toll operations at our Tampa facility by assisting customers with toll account resolutions, payments, and inquiries. Process transactions using toll operations back-office systems and handle walk-up and inbound customer service interactions, including complaints and service requests. Respond to incoming calls and resolve issues efficiently and professionally while collaborating with team members to enhance the overall customer experience. Complete end-of-day deposits and balancing reports, maintaining punctuality and adhering to assigned work schedules. Fluent in English and Spanish, you will support the Tampa Hillsborough Expressway Authority within a fast-paced environment.
Required Qualifications
- Must be 18 years or older
- High school diploma or equivalent
- Fluent in English and Spanish (spoken and written)
- Experience with computer-based data entry
- Strong organizational, written, and verbal communication skills
- Ability to work shifts aligned with toll operations hours, including weekends and holidays
- Experience with non-cash payment processing systems
- Ability to troubleshoot and follow up on customer issues
- Skilled in conflict resolution, problem-solving, and negotiation
- Customer-oriented: empathetic, patient, and responsive
- Capable of multitasking and self-management
- Strong team player with excellent interpersonal skills
- Must be authorized to work in the country where the job is based
- Must be willing to submit up to a LEVEL II background and/or security investigation with a fingerprint
- Must be willing to submit to drug screening
- Must be able to sit/stand for long periods while using a computer and telephone headset
- Must be able to operate a computer and other office equipment, including a phone, copier, and printer
- Must be able to move about the office to accomplish tasks
- Must be able to reach in any direction
- Must be able to raise or lower objects
- Must be able to move objects from place to place
- Must be able to hold onto objects
- Must be able to move or exert force up to forty (40) pounds
Desired Qualifications
- Experience in customer service, inside sales, problem-solving, or back-office support
- Familiarity with tolling systems or public infrastructure services
Additional Requirements
- Must be authorized to work in the country where the job is based
- Subject to background and/or security investigation with a fingerprint
- Must be willing to submit to drug screening
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