SUNPASS WALK-IN CENTER FRONT COUNTER LEAD CSR- 55013891

Sunpass Walk-In Center Front Counter Lead Csr

Join FDOT and be part of the team that works as one to improve safety, enhance mobility and inspire innovation in the Florida transportation system.

The mission of the Florida Department of Transportation is to provide a safe statewide transportation system that promotes the efficient movement of people and goods, supports the state's economic competitiveness, prioritizes Florida's environment and natural resources, and preserves the quality of life and connectedness of the state's communities. As a OneFDOT team, we serve the people of Florida by providing a transportation network that is well planned, supports economic growth, and has the goal of being congestion and fatality free.

The work you will do :

SunPass Walk-In Center Front Counter Lead CSR / Office of Toll Operations / SunPass Program This position will support the daily Front Counter operations, including general customer service, transponder sales, payment processing, and additional support functions.

The difference you will make :

Through cooperation, coordination and collaboration among the OneFDOT team, you will be contributing to a strong and empowering culture of TRREC : Trust, Relationships, Respect, Empowerment, and Communication.

How you will grow :

FDOT encourages our team members to grow through engagement, empowerment, training, and professional development. Through our agency's learning management system, you have access to hundreds of computer-based training and instructor-led courses.

Where you will work :

Office of Toll Operations 11900 SW 114th St. Miami, FL 33186

Annual Salary Range : $54,590.05 - $55,000.14

Your specific responsibilities :

Supports the daily Front Counter operations, including general customer service, transponder sales, payment processing, and additional support functions. Delivers high-quality face-to-face customer service by providing support for walk-in center customers and handles escalated inquiries. Assist the management team with scheduling and daily work assignments. Reviews procedures and recommends changes to the department manager to improve Front Counter operations. Completes the front counter opening and closing functions. At the end of the shift, balance cash and prepare an accurate cash deposit on the monies collected.

Supports continuous improvement by conducting in-person quality assurance of customer interactions with front counter staff and documents staff performance. Provides regular feedback to the staff and management. Directs the daily activities of the staff and ensures schedule adherence and appropriate staffing levels are maintained during hours of operation.

Assists management with the achievement of designated key performance indicators. Utilizes performance measurement results for coaching and training purposes. Ensure the daily personal performance measures are met and report results to the department manager.

Provides coaching, mentoring, and training for staff and recommends disciplinary action.

Identifies issues or trends with the facility, equipment, systems, and other general toll issues and communicates or escalates these issues to the proper area for resolution. Coordinates with other business units or departments as necessary to resolve problems and foster an effective team environment. Ensures that these areas are aware of issues that may impact their business.

Ensures the archiving of SunPass data; letters / faxes, etc., comply with DOT / SunPass and PCI (Payment Card Industry) standards. Ensures transponders and other assigned inventory are accounted for and maintained in compliance with the department standards.

Serves in times of emergency to support state response efforts and ensuring continuity of operations

The successful candidate will have the following required knowledge, skills, and abilities :

Knowledge of :

• the SunPass Program
• the principles and practices of customer service
• cash-handling and end-of-day close out procedures

Skills in :

Ability to :

The state's total compensation package for employees features a highly competitive set of employee benefits including :

For additional benefit information available to State of Florida employees, visit : https : / / www.mybenefits.myflorida.com /

You will be required to provide your Social Security Number to conduct required verifications. Male applicants born on or after October 1, 1962, will not be eligible for hire or promotion in the Career Service, or appointment in the Selected Exempt Service (SES) or Senior Management Service (SMS), unless they are registered with the Selective Service System (SSS) before their 26th birthday, or have a Letter of Registration Exemption from the SSS.

The Florida Department of Transportation values and supports employment of individuals with disabilities. Qualified individuals with disabilities are encouraged to apply. In accordance with Section 110.112, Florida Statutes, and the Florida Department of Transportation's Individuals with Disabilities Affirmative Action Plan, the agency is committed to ensuring affirmative action and equal employment opportunity for qualified individuals with disabilities. Upon request and as appropriate, reasonable accommodations to individuals with disabilities may be provided. Please contact the Florida Department of Transportation's Human Resources Office at (850) 414-5300 for assistance.

The State of Florida is an Equal Opportunity Employer / Affirmative Action Employer, and does not tolerate discrimination or violence in the workplace.

Candidates requiring a reasonable accommodation, as defined by the Americans with Disabilities Act, must notify the agency hiring authority and / or People First Service Center (1-866-663-4735). Notification to the hiring authority must be made in advance to allow sufficient time to provide the accommodation.

The State of Florida supports a Drug-Free workplace. All employees are subject to reasonable suspicion drug testing in accordance with Section 112.0455, F.S., Drug-Free Workplace Act.