Toll Payer Advocate

About the Role

The role of the PANYNJ Toll Payer Advocate (TPA) Office is an independent customer resource legislated by the State of New York. The TPA reports to the Supervisor of the Customer Experience Unit in the Tunnels, Bridges & Terminals Department (TB&T). The selected candidate will manage and provide timely and thorough first-line communication with TB&T customers providing prompt, professional resolution to tolling issues. The TPA will research inquiries on a case-by-case basis to address customer issues that were unable to be resolved through the E-ZPass Customer Service Center.  The selected candidate will play a key role in ensuring TB&T's leadership delivers an exemplary customer service experience across all TB&T facilities.

Responsibilities

• Investigate Tolling Inquiries, Appeals, and Complaints – Search databases and violation records in direct response to customer concerns regarding toll collection.  Analyze and interpret the data and recommend solutions.

• Customer Correspondence – Develop customer responses based on data analyses, ensuring that all responses are accurate, thoroughly researched, and handled in a timely manner.  Maintain a customer management resource system and support management in developing recommendations for improvements to customer communications and overall customer experience.

• Management Reporting and Analysis -  Prepare and maintain assorted management reports, performance measures, and analyses that indicate customer concerns and satisfaction, highlighting activity levels, relevant trends and recommended actions to improve service delivery and the customer experience. 

Minimum Qualifications

• Must possess a Bachelor’s degree in Business Management, Transportation, Marketing, or Communications or related discipline from an accredited college or university or equivalent experience.
• Excellent communication skills both oral and written.
• A minimum of three years’ experience in customer service, communications, or other related business processes related to analyzing problems and providing solutions.
• Experience in data management quantitative and analytical skills with proficiency in Microsoft Office applications as well as experience with using database software to run queries and publish dashboard reports.
• Experience with customer relationship management platforms (e.g., Salesforce).

Desired Qualifications

• Demonstrated ability to work independently and prioritize multiple assignments with competing deadline while maintaining strong self-accountability and professional work ethic.
• Demonstrated ability to work within a team.

• Outstanding interpersonal and communication skills with demonstrated ability to effectively work with a broad range of employees and customers.

• Strong writing skills, including the ability to concisely convey critical information to a variety of audiences.
• Strong research, analytical and organization skills with the ability to gather data, perform process analysis, and provide recommendation.

Selection Process

The application process varies by position, but typically includes an initial phone interview for qualified candidates, followed by a more in-depth interview(s) and/or assessment(s). Selected candidates who are made a conditional job offer will be asked to undergo a background check.

Compensation & Benefits

The Port Authority of New York and New Jersey offers a competitive benefits package, hybrid work options for many positions, and a professional environment that supports development and recognizes achievement.

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