Customer Call Center Representative

Job Description

About SRTA:

The State Road and Tollway Authority (SRTA) is a state-level government agency responsible for delivering innovative transportation solutions and managing tolling and transit programs across Georgia. SRTA is committed to enhancing mobility, improving transportation infrastructure, and serving the public with integrity and professionalism.

Position Summary:

The Customer Service Representative (CSR) serves as the first point of contact for SRTA customers and is responsible for delivering high-quality service through phone, email, and in-person interactions. The CSR provides assistance with Peach Pass accounts, toll transactions, payments, dispute resolution, and general inquiries.

Key Responsibilities:

Respond to customer inquiries via phone, email, or in-person regarding Peach Pass accounts, toll violations, and billing statements.

Assist customers with account setup, updates, payments, and troubleshooting issues.

Explain tolling procedures, rules, and regulations clearly and professionally.

Resolve complaints, disputes, and escalated concerns in a courteous and efficient manner.

Maintain accurate records of customer interactions and transactions in the system.

Process payments, issue refunds, and update customer accounts following agency protocols.

Educate customers on SRTA programs, including Express Lanes and toll policies.

Collaborate with team members and supervisors to ensure consistent and high-quality service delivery.

Adhere to privacy policies, compliance requirements, and customer service standards.

Support special projects or outreach initiatives as assigned.

Qualifications:

Required:

High school diploma or GED equivalent.

Minimum of one (1) year of experience in a customer service or call center environment.

Strong verbal and written communication skills.

Proficient in Microsoft Office and comfortable working with CRM systems or databases.

Ability to multi-task, prioritize, and adapt in a fast-paced environment.

Preferred:

Experience in transportation, tolling, or government service environments.

Bilingual skills (Spanish/English or other languages) are a plus.

Full-time