Job Description

Job Description

Who we are:
ITRCC is dedicated to delivering outstanding customer service focused on safety and built around our core values: Customer Service, Respect, Excellence, Stewardship, and Teamwork. Spanning 157 miles, across northern Indiana, ITRCC implements our core values to offer a safer and more efficient way of commuting.

" We are an equal opportunity employer, and all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, disability status, protected veteran status, or any other characteristic protected by law. ”

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 and care for the wellbeing of our team members. We understand the importance of work/life balance while offering hybrid schedules for flexibility and productivity.

Summary:

Manages and analyses business operations related to commercial account transactions and postpaid revenue collection. Provides support and account maintenance for commercial customers traveling on the Indiana Toll Road. Manages activities related to toll collection, technical assistance, dispute resolution, and general relationship management for commercial
accounts. Relationships:

• Reports directly to Toll Operations Senior Manager
• Works Closely with Toll Operations and Customer Care Team

Responsibilities:

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

• Upholds ITRCC’s core values: Customer Service, Respect, Excellence, Stewardship, and Teamwork (CREST).

• Responsible for managing the commercial customer Unpaid Toll Program, including quality
  assurance, dispute resolution, and general customer support.

• Manages day-to-day communication and ongoing relationships related to commercial customer
  accounts.

• Tracks and reports technical issues related to commercial customer transactions and shares
  with appropriate parties for resolution.

• Provides periodic summarized reporting of Unpaid Toll program status, future plate-based toll
  collection, toll collection trends, providing related insights and recommendations to managers
  and leadership.

• Analyses data and trends to recommend improvements related to enhancing the Unpaid Toll
  Program and increasing revenue recovery, including reviewing requirements and testing new
  implementations.

• Maintains accurate and up-to-date records of all communications and activities related to
  Unpaid Toll program and customer management.

• Collaborates with appropriate business units including Customer Service, Finance, and Legal on
  escalated customer issues.

• Other duties as assigned

Qualifications:

• Bachelor’s degree in business administration, business analytics, or equivalent work experience.
• Experience undertaking complex analysis projects
• Strong analytical and quantitative skills with prior experience translating raw data into practical insights
• Advanced proficiency in Excel, including Power Pivots, and Power Automate
• Experience with customer relationship management a plus
• Strong communication skills (written and verbal) and attention to detail

Desirable Experience:

• 3+ years of relevant professional experience
• Preferred experience with analytics tools including Power BI to Tabeau and SQL query
  development

Working Conditions:

• This position requires: (Frequent est. 5 hrs per shift) * Frequent Standing, Walking and Sitting. * Frequent Talking and Hearing. * Light Physical Effort. * Heavy Computer usage.