Who we are…
Verra Mobility is a global leader in smart mobility. We develop technology-enabled solutions that help the world move safely and easily. We are fostering the development of safe cities, working with police departments and municipalities to install over 4,000 red-light, speed, and school bus stop arm safety cameras across North America. We are also creating smart roadways, serving the world's largest commercial fleets and rental car companies to manage tolling transactions and violations for over 8.5 million vehicles. And we are a leading provider of connected systems, processing nearly 165 million transactions each year across 50+ individual tolling authorities.
Position Overview
The Client Support Specialist (CSS) will act as the primary day-to-day contact for Verra Mobility’s end-user clients; serve as the main communication link between the Operations Center, Account Management, and other Business Units that support the client throughout the life of the contract; and provide informed analysis and advocacy of program health and client satisfaction. The CSS conducts performance reviews and interprets client workflow data to make suggestions and recommendations that impact the success of the clients’ programs. This position independently consults and advises the clients on optimum course(s) of action which benefit the clients’ operating practices, while considering and balancing the resources, capabilities, and business needs of Verra Mobility.
Essential Responsibilities:
- Reporting and Analytics
- Perform regular review of Program Health metrics for all Clients to identify areas of concern or opportunities for optimization and report out to appropriate stakeholders and/or decision makers with results and recommendations.
- In partnership with appropriate stakeholders and decision makers, recommend and develop standard business reports and/or dashboards that present critical client information.
- Disseminate client performance metrics to appropriate stakeholders and decision makers.
- Stay up to date through continuing education and involvement with developing products and processes so that reporting and analytics remain timely and proactive.
- Client Relationships
- Build effective client relationships and proactively engage the client to maintain alignment on critical client goals and needs.
- Proactively identify potential client issues and engage internal stakeholders, departments, and/or business leaders to address and resolve issues.
- Provide informed advice and recommendations to appropriate stakeholders and decision makers based on relationship levels and knowledge of business, products, and processes.
- Gather information on relevant history, culture, economic environment, and politics through personal contacts, social media, and other sources to make informed decisions.
- Escalate client issues and concerns in a timely manner to appropriate stakeholders and/or decision makers.
- Provide guidance and/or facilitate training as needed for new staff, new products, and/or new processes.
- Operations
- Disseminate client requirements to appropriate stakeholders and departments (i.e. Processing, Call Center, Affidavits, Solution Services, etc.), and act as a knowledge resource to maximize success in these areas. Provide coaching where necessary.
- Understand internal business practices, client requirements, and how the to balance to make informed recommendations to appropriate stakeholders and decision makers.
- Collaborate and partner with internal departments and business units to facilitate the understanding of client requirements and to maximize client success.
- Respond to client requests in a timely manner and strategically orchestrate the fulfillment of such requests by coordinating with appropriate departments (i.e. video requests, data requests, document adjustments, etc.).
- Auditing and submission of client invoicing monthly in a timely manner to meet deadline of billing.
- Maintain continued involvement in the day-to-day operations required for client programs as a knowledge resource and informed advisor, providing strategic orchestration for the necessary administrative tasks.
Qualifications:
Required Experience, Knowledge, and Skills
- Bachelor’s Degree of Science or Arts in Business Studies, Business Administration, or any equivalent
- 5+ years customer service experience
Preferred
- Certificate or Diploma in Customer Service
- 2 years in account management or sales
- Proficiency with Microsoft Office and Business Intelligence software
- Familiarity with photo enforcement in general
Travel Requirements
There may be an expectation of some travel for client visits and conferences (approximately 10%).
Aligned with Verra Mobility Values:
- Do What’s Right – We’re committed to doing the right thing for each other and for our customers – integrity is our DNA.
- Lead With Grace – We embrace the importance of our colleagues and customers and always treat them with kindness and grace.
- Own It – We foster a culture of accountability and excellence, where going the extra mile is standard practice.
- Win Together – We are ambitious and like to win, but we know we win more when we include others and work together.
Verra Mobility Values
An ideal candidate for this role naturally works in alignment with the Verra Mobility Core Values:
- Own It. We focus on high performance and drive toward breakthrough outcomes. Our employees ensure accountability, optimize and align work, focus on the customer, and cultivate innovation.
- Do What’s Right. We champion integrity and good character. Our team members model ethical behavior, demonstrate good judgment and are courageous.
- Lead with Grace. We express humility and compassion, and we are authentic and candid. Our employees demonstrate self-awareness, care for others, instill trust, and communicate effectively.
- Win Together. We believe in growing and inspiring people together. We seek people who collaborate, value differences, think and act globally, foster an engaging work environment, and recognize and develop others.
With your explicit consent which you provided as part of the application process, we will retain candidate personal data solely for the business purpose for which it was collected. In no event will we retain such data more than two (2) years following the closure of the recruitment process relating to the role for which you applied or in the event other related job opportunities arise within the company. Verra Mobility Applicant Privacy Notice
Verra Mobility is an Equal Opportunity Employer, qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, sexual orientation, gender identity, disability or protected veteran status.
