Job Details

Nature of Work

CUSTOMER SERVICE SUPERVISOR-WV PARKWAYS AUTHORITY-KANAWHA CO.

Location of position: Charleston, WV

Hourly Rate: $23.35-$26.66

Eligible for Overtime

The Customer Service Supervisor is responsible for overseeing daily operations within the Customer Service Center (CSC). This position provides leadership, guidance, and operational support to Customer Service Representatives (CSRs) while ensuring accuracy, efficiency, and professionalism in all E-ZPass and violation system activities. The Supervisor works closely with the Customer Service Manager to maintain workflow standards, resolve escalated issues, monitor performance, and ensure compliance with all WVPA policies and customer service expectations.

Key Responsibilities

• Provide daily direction, coaching, and support to Customer Service Representatives.
• Monitor service levels and adjust workflow during high-volume periods.
• Serve as the primary point of contact for escalated customer issues.
• Assist with staffing coverage during breaks and absences.
• Oversee account adjustments including debits, credits, and toll corrections.
• Review CSR correspondence for accuracy.
• Review closed account documentation prior to approval.
• Prepare and review daily deposits and reports.
• Assist CSRs with end-of-shift balancing.
• Oversee image review workflow and ensure compliance.
• Monitor violation processing for accuracy and timeliness.
• Review customer emails and ensure timely responses.
• Maintain Non-Revenue E-ZPass accounts.
• Ensure workstations are clean and compliant.
• Support operational planning and improvements.
• Perform other duties as assigned.

Minimum Qualifications

High School Diploma or GED required

Minimum of two (2) years CSR experience within the WV Parkways required

Supervisory experience preferred

Candidates are required to have experience utilizing a tolling back-office system.

Must be able to pass a background check.