研究支持专员
Research Support Specialist
我们是：
Verra Mobility 是智能出行领域的全球领导者。我们开发技术驱动的解决方案，帮助世界更安全、便捷地出行。我们正在推动安全城市的建设，与警察部门和市政机构合作，在北美安装了超过 4000 台红灯、超速和校车停靠臂安全摄像头。我们还在打造智能道路，为全球最大的商业车队和租车公司提供服务，管理超过 850 万辆车辆的通行费交易和违规行为。我们也是连接系统的领先提供商，每年处理来自 50 多个独立收费机构的近 1.65 亿笔交易。
职位概述：
研究支持专员负责研究并处理租车代理客户的通行费和违规客户服务中心争议，并协助处理客户加急请求。该职位还需与内部部门、收费机构、发卡机构和收款机构进行沟通，以解决租客争议。
成功的候选人应具备主动性，具有高度的批判性思维、良好的判断力，并能在以结果为导向、优先级不断变化的环境中与个人或团队协作。
主要职责：
- 研究复杂的客户服务案例，处理账单调整，并向客户和/或客户传达解决方案，涉及通行费和违规行为。
- 审核、回应和/或解决来自车辆租户和其他相关机构及企业的多渠道书面查询。
- 根据分配任务的重要性优先安排每日工作量。
- 跟踪并向上级汇报异常服务查询趋势。
- 为所有查询创建清晰完整的文档和记录。
- 在需要时协助客户服务电话，以满足服务级别目标。
- 协助其他必要任务。
- 资格要求：
- 高中毕业文凭
- 2 年以上行政、研究、客户服务或交易处理岗位经验
- 出色的阅读和综合能力
- 具备人际书面沟通能力，能准确在多个系统中记录活动并使用规范的商务写作
- 熟练使用 Microsoft 产品（包括 Outlook、Excel 等）
- 能够分析数据以解决复杂问题
- 在客户服务和问题解决方面表现出高度的紧迫感和个人主动性
查看英文原文
Who we are:
Verra Mobility is a global leader in smart mobility. We develop technology-enabled solutions that help the world move safely and easily. We are fostering the development of safe cities, working with police departments and municipalities to install over 4,000 red-light, speed, and school bus stop arm safety cameras across North America. We are also creating smart roadways, serving the world's largest commercial fleets and rental car companies to manage tolling transactions and violations for over 8.5 million vehicles. And we are a leading provider of connected systems, processing nearly 165 million transactions each year across 50+ individual tolling authorities.
Position Overview:
The Research Support Specialistis 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.
Aligned with Verra Mobility Values:
·
Do What’s Right – We’ve committed to doing the right thing for each other and for our customers – integrity is our DNA
·
Lead With Grace – We embrace the importance of our colleagues and customers and always treat them with kindness and grace.
·
Own It – We foster a culture of accountability and excellence, where going the extra mile is standard practice.
·
Win Together – We are ambitious and like to win, but we know we win more when we include others and work together.
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.
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.
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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Originally posted on Himalayas