Inlane Agent I

Who we are:

ITRCC is dedicated to delivering outstanding customer service that is built around our core values: Community, Actions, Reliability, Excellence, and Safety. Spanning 157 miles, across northern Indiana, ITRCC implements our core values to offer a safer and more efficient way of commuting. 

Why we’re different:

ITRCC’s efficiency relies on our team members; at the ITRCC you won’t just be part of a company, you will be part of a family who respects their members and strives to cultivate sustainability. We are actively involved in the community, care for the wellbeing of our team members and understand the importance of work/life balance.

Summary:    

Responsible for customer experience and ensure efficient flow of traffic through the use of roadside system.

Overseeing seasonal employees on a daily basis to ensure policy and procedures are being followed. 

Relationships:

•    Directly reports to the Toll Operations Assistant Area Manager. 

•    Works directly with other Toll Operations and other department staff within ITRCC.

Responsibilities:

•    General:

o    Performs all tasks safely, complies with all internal and external safety requirements, supports ITRCC’s safety culture, attends all safety training, and completes all compliance trainings as required by ITRCC.

o    Upholds ITRCC’s core values: Community, Actions, Reliability, Excellence and Safety (CARES).

•    Level 1(including General): 

o    Assisting customers via remote console.

o    Interacting with customers professionally and efficiently.

o    Complete training and ensure learning management system compliance.

o    Submitting equipment issues/information into the Microsoft Teams channel. 

o    Reads emails on daily basis. 

o    Sending shift recaps to communication to oncoming staff about any issues/call-offs, etc. 

o    Submitting Jira tickets for any issues. 

o    Assisting seasonal employees with any information needed. 

o    Keeping the assistant area manager informed on all seasonal employees. 

o    General office housekeeping.

o    All other duties as assigned.

•    Level 2 (including level 1): 

o    Train on-boarded toll supervisor agents and other supervisors 

o    Identify and recommend and assist with the implementation of improvements to gain operations efficiencies and improve remote customer assistance.

•    Level 3 (including level 2): 

o    Participate in the development or implementation of quality assurance measures to provide outstanding customer service and improve operations.

o    Review and update standard operating procedures or system testing and enhancements.

o    *Tier changes can happen if the employee meets the qualifications during the next review period.

Qualifications: (required)    

•    High school diploma/ GED

•    Must have proven organization skills

•    Communication skills in both written and verbal

•    Positive personality with the ability to remain courteous with the public and fellow employees

•    Prior experience with Microsoft Office (Excel, Outlook)

Desirable Experience: 

•    Level 1: 1-2 years of relevant work experience

•    Level 2: 3-5 years of relevant work experience

•    Level 3: 6+ years of relevant work experience

•    Past supervisor experience

Working Conditions: 

•    This position requires: (Frequent est. 5 hrs per shift)

    Heavy sitting 

    Heavy talking and hearing

    Light physical effort

    Heavy computer usage 

    Working area is inside

    Heavy phone and radio usage

    Travel Time required may be up to 10%