Customer Service Representative – Special Project

Orlando, FL
Full-time, Non-exempt
AceApplications, LLC
$18/ hour

Position Summary:

Reporting to the Visitor Toll Program (VTP) Supervisor and the Special Project Manager, The VTP Customer Service Representative - Special Project (CSR-SP) is responsible for providing effective and efficient service to rental car customers that are prospective visitor toll program participants.  The CSR-SP will also be cross-trained in various other Customer Service roles, but will primarily provide face-to-face interactions with customers in a positive manner ensuring that the customer experience is conducted in a prompt and professional manner at locations throughout the Orlando International Airport facility.

Essential Functions:

1. Provide efficient and effective face-to face service to customers and prospects on all E-PASS services on a variety of inquiries and customer needs in a prompt and professional manner, while maintaining a sincere interest in customer satisfaction.
2. Perform the required duties associated with customer service, including but not limited to account registration (driver's license capture), transponder distribution (issuance of VTP transponder), payment processing, and license plate capture.
3. Respond timely to customer inquiries and process requests according to established standards with attention to style, tone, and manner of communication.
4. Anticipate and understand customer needs, determine the appropriate course of action to meet those needs, and complete or initiate the transaction. Exercise independent thinking in meeting customer expectations.
5. Combine knowledge of product, demonstrate effective time management and human relations skills to meet performance standards and positively influence the E-PASS/VTP image.
6. Process payment transactions in person while ensuring the highest standard of customer confidentiality and adhering to strict credit card processing requirements.
7. Maintain accountability for work and provide input and/or assistance in formulating new procedures, and recommend changes to existing procedures as required.
8. Identify problems with office equipment, systems, processes, and general service issues, and communicate or escalate these to the proper entity for resolution.
9. Communicate regularly with other units to foster an effective team environment and ensure these areas are aware of issues that may impact their area.
10.  Other job related duties as required.

Required Competencies:

• Knowledge of principles and processes for providing superior customer service.
• Knowledge of the structure and content of the English language including the meaning and spelling
  of words, rules of composition, and grammar.
• Knowledge of administrative and clerical procedures and systems such as word processing,
managing files and records, and other office procedures and terminology.
• Knowledge of basic arithmetic application.
• Skill in demonstrating effective questioning/listening skills when speaking with customers.
• Skill in using probing questions and leveraging information obtained to ensure productive problem
solving efforts.
• Skill in applying strong judgment and analytic capabilities, plus logical problem-solving and
decision making skills.
• Ability to multi-task and regularly switch between various communication streams. Comfort and
adaptability to work in a fast-paced work environment is essential.
• Ability to work with a high degree of personal integrity, treats others with respect, and fosters a
safe, harassment-free work environment.
• Ability to establish and maintain consistent and effective working relationships and communications
with staff, peers and superiors both within and outside of the immediate organizational structure.
• Ability to effectively communicate with customers appropriately and with proper speed, tone, and
consistency while keeping calls on-task and ensuring efficient use of call handle time.
• Ability to function effectively as part of a team.


• Associate Degree or equivalent education.
• One (1) plus years’ experience of demonstrated customer support experience.
• Computer proficiency to include accurate typing capability.  Must be skilled in use of PC and Mobile applications, and possess the ability to perform intermediate data entry skills.
• Excellent verbal and written communication skills.
• Professional demeanor both in person and over the phone.

Additional Information:

• Visual acuity to read information from computer screens, forms and other printed materials and
• Able to speak (enunciate) clearly in conversation and general communication.
• Hearing ability for verbal communication, conversation, responses via telephone, telephone
systems, and face-to-face interactions.
• Manual dexterity for typing, writing, standing and reaching, flexibility, body movement for bending,
crouching, walking, kneeling and prolonged sitting.

• Work is indoors and outdoors; may also be sedentary at times and is subject to schedule changes
and/ or variable work hours.
• There are no harmful environmental conditions present for this job.
• The noise level in this work environment is usually moderate.

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