Manager of ETC Customer Service & Revenue Enforcement
Pennsylvania Turnpike Commission
Location: Middletown, Pennsylvania
Type: Full Time
Years of Experience:
5 - 10
Interested candidates must apply to the Manager of ETC Customer Service & Revenue Enforcement vacancy by visiting careers.paturnpike.com by September 25, 2023.
Posting Start Date:
September 18, 2023
Posting End Date:
September 25, 2023
Toll Collection Operations
$97,947.20 - $146,931.20
Central Office Building
700 S. Eisenhower Boulevard
Building Zip Code:
The Pennsylvania Turnpike Commission, opened on October 1, 1940, is known as “America’s First Superhighway”! Our mission is to operate a safe, reliable, customer-valued toll road system that supports national mobility and commerce. The PTC operates a 552-mile system used by 192 million vehicles a year. Together, we are building the highway of the future.
The Commission values its team members and understands the importance of work/life balance to the health, well-being and productivity of its team. Therefore, this position may be eligible for Flexible Work Options* such as:
Hybrid Work - combination of remote and in-person reporting
Alternate Work Schedule - flexibility to adjust work schedule length to complete work week in fewer days
*Some options may require completion of probationary period. The Commission requires all employees to establish PA residency within 6 months of hire and to maintain PA residency, regardless of Flexible Work Options.
Job Purpose and Summary
This position is responsible for management and contract administration of Back Office (BO) Customer Service Center (CSC) systems and operations for the Pennsylvania Turnpike Commission (PTC). Work also includes managing the Revenue Enforcement staff who are responsible for the pursuit of unpaid tolls. Work is performed with independence and reviewed by the Assistant Chief Operating Officer-Toll Collection for accuracy, effectiveness and conformance with goals, objectives, and policies. Supervision is exercised over internal/external staff.
Essential Functions & Responsibilities
Manages the day-to-day performance of staff including supervision, performance management, and delegation of work assignments and review of work product.
Establishes E-ZPass program goals, objectives, and priorities. Engages professional consulting services to achieve program goals. Makes recommendations for changes to the program to support new initiatives and coordinates any changes with PTC areas for implementation.
Manages the Revenue Enforcement team that is responsible for pursuit of unpaid tolls that meet established program criteria. Develops plans, and reviews process and procedural actions to ensure compliance with legal and statutory requirements. Reviews and approves recommendations for follow-up actions.
Manages the performance of the BO contractor regarding compliance with established performance metrics and key performance indicators. Conducts after action review(s) for failures resulting in non-compliance and assesses penalties in accordance with the contract. Oversees the PTC’s debt collection vendors to evaluate performance in meeting targets and goals relating to the collection of unpaid PTC debt.
Ensures the PTC follows PA statutory requirements related to Toll Enforcement (Act 112 of 2022) involving registration suspension for unpaid tolls and compliance with executed reciprocity agreements with other state agencies and/or DMVs involving unpaid toll debt.
Coordinate efforts within the PTC with outside vendors regarding customer satisfaction including the review of data to increase and improve the experience for the PTC’s customers. Ensures the BO contractor supports the PTC’s requirements as it relates to the annual Payment Card Industry (PCI) certification and System and Organization Controls (SOC) audit.
Examines customer interactions to determine the effectiveness of customer contact methods to optimize customer experience and evaluates BO business processes applying lean methodology to minimize complexity.
Develops, maintains, analyzes, and interprets operational and statistical reports to identify and evaluate trends, opportunities for improvement and overall program health. Monitors the E-ZPass vendor website and mobile application system to provide seamless navigation between PTC and vendor supported sites to meet customer’s needs.
Develops programs and processes to address changes in the tolling industry, legislation, and reciprocal partnerships. Coordinates integration activities for data exchanges with enterprise partners and represents the PTC on various industry related committees.
Coordinates with the Legal Department regarding response to subpoenas, search warrants and court orders. Oversees the release of information containing Personally Identifiable Information (PII). Represents the PTC at court proceedings.
Manages, monitors, and reviews customer service and tracks data for trends and anomalies to ensure the programs support and are in line with the PTC’s mission and values as it relates to payment of tolls and national interoperability.
Monitors/tracks operating expenses and prepares BO CSC budget projections for fiscal year operating budget. Manages projects and funding from the PTC’s capital funds. Participates and provides support in Request for Proposal (RFP), Requests for Information (RFI) and other activities for the acquisition of services to operate the BO CSC.
Administers the non-revenue program and provides policy updates to address changes within the program and to ensure compliance.
Coordinates emergency travel movements with Federal, State and Local agencies along with the appropriate PTC departments and provides BO resolution support to emergency response/essential service provider entities during an emergency declaration.
Twelve (12) years of experience in business, communications, or professional customer service. OR Eight (8) years of experience in business, communications, or professional customer service AND a bachelor’s degree in business administration, communications, or related field. Equivalent combination of education and/or experience may be accepted.
Five (5) of the years of experience must be in a supervisory capacity.
Proficiency in Microsoft Office 365 is required.
Possession of a valid driver’s license. Must obtain and maintain a valid Pennsylvania driver’s license within six (6) months of employment.
Decision Making and Independent Judgment
Attention to Detail
Physical Demands and Work Environment
Position demands include frequent speaking, writing, and reading reports. Position requires frequent work at a computer utilizing business programs and PTC specific operating systems. Position requires occasional travel and/or fieldwork with exposure to roadway traffic. Occasionally works outside of normal business hours for work assignments.
Office environment with low levels of noise, adequate lighting, and comfortable temperature. Field environment may include exposure to moderately adverse and undesirable conditions. Physical environment is generally safe, but safety equipment or precautions must be followed in field conditions.
The selected candidate will be offered an exceptional benefits package which includes comprehensive medical, dental, vision and prescription coverage, along with a benefit plan for retirement. In addition, leave programs, tuition reimbursement, employee assistance program, and alternative work schedules are available to employees.
The Pennsylvania Turnpike Commission is an equal opportunity employer. We value diversity and are committed to creating an inclusive environment for all employees. If you need assistance or an accommodation due to a disability, you may contact the Human Resources Department by calling 717-831-7378.
The Pennsylvania Turnpike Commission (PTC) is a premiere transportation organization whose mission is to responsibly operate and manage a safe, reliable and efficient toll road system, serve as a transportation services leader and foster innovation to better serve our customers. Opened since October 1, 1940, the PTC operates a 552-mile system used by 194 million vehicles a year.