Client Support Specialist

Who We Are

Verra Mobility Commercial Services is a global leader in smart mobility, creating smart roadways, serving the world's largest commercial fleets and rental car companies to manage tolling transactions and violations for millions of vehicles around the world through connectivity with hundreds of tolling and issuing authorities.

How We Work

As a future focused organization, we are looking for people who want to create relevant solutions today that will work tomorrow ensuring more people around the world reach their destination safely and easily.

What you'll do

The Client Support Specialist (CSS) will act as the primary day-to-day contact to the public for Auto Tag of America while also providing the same level of service to Verra Mobility’s end-user clients via web applications.

Serve as the main communication link between, Operations Center, Account Management, and other Business Units that support the client throughout the life of the contract;

and provide informed analysis and advocacy of program health and client satisfaction for the programs applications that will be used.

The CSS works along with the clients with complexed issues.

Responsibilities

• Greet & assist customers / clients in person, online, and over the phone.
• Serves as first point of contact for all incoming mail, Fed-ex / UPS / USPS drops etc.,
• Receives, collects, sorts by SLA’s
• Responsible for all Shipping
• Orders, receives, and stocks mailing supplies and office supplies
• Sorts, bundle, and prepare bulk workorders
• Recommend and develop standard business reports and / or dashboards that present critical client information.
• Stay up to date through continuing education and involvement with developing products and processes so that reporting and analytics remain timely and proactive.

Client Relationships

• Build effective client relationships and proactively engage the client to maintain alignment on critical client goals and needs.
• Communicates well verbally & written.
• Proactively identify potential client issues and engage internal stakeholders, departments, and / or business leaders to address and resolve issues.
• Escalate client issues and concerns in a timely manner to appropriate departments and / or decision makers.
• Provide guidance and / or facilitate training as needed for new staff, new products, and / or new processes.

Operations

• Understand internal business practices, client requirements, and how the two balance in order to make informed recommendations to appropriate stakeholders and decision makers.
• Collaborate and partner with internal departments and business units to facilitate the understanding of client requirements and to maximize client success.
• Respond to client requests in a timely manner and strategically orchestrate the fulfillment of such requests by coordinating with appropriate departments (i.

e., data requests, document adjustments, etc.).

Maintain continued involvement in the day-to-day operations required for client programs as a knowledge resource and informed advisor, providing strategic orchestration for the necessary administrative tasks.

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.
• Lead with Grace. We express humility and compassion, and we are authentic and candid. Our employees demonstrate self-awareness, care for others, instill trust, and communicate effectively.
• 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.
28 days ago