EZ TAG Store Manager II

The EZ TAG Store Manager is responsible for managing and monitoring the work of assigned staff to ensure goals, objectives, and quality of service are met. This position manages all storefront operations to include interfacing with credit card and banking institutions and other county departments. The storefront manager plans workloads, workflow deadlines, objectives, and ensures employees maximize the use of their time and resources. Develops action plans and strategies for continuous improvement; provides ongoing support and feedback. Manages and oversees the registration of EZ TAGs; creates financial reports and supporting documentation for the purpose of monitoring daily and monthly TAG store activities, auditing, and processed transactions. Manages escalations, determines appropriate resolutions, and prepares detailed synopses of all escalations. Addresses and manages ongoing performance issues and delivers performance reviews for assigned staff.

Duties & Responsibilities

1. Manages and oversees the work of assigned EZ TAG storefront employees to ensure department and section targeted goals, objectives, quality of service, and professionalism are met.
2. Plans workloads, workflow deadlines, work objectives, time utilization and ensures employees maximize use of time and resources; develops action plans and strategies for improvement and provides ongoing mentorship and support.
3. Makes recommendations concerning staffing and other operational matters, delivers performance reviews for assigned staff, and addresses ongoing performance and conduct issues.
4. Manages escalations to include identifying the issue/error, determining the appropriate resolution in accordance with client policies and procedures, and preparing detailed synopses for all escalations and/or approvals in a timely manner.
5. Manages all EZ TAG store operations to include interfacing with credit card and banking institutions, various county departments, and tag store equipment suppliers.
6. Manages the registration of EZ TAGs and reviews control and security over the collection of the EZ TAG storefront.
7. Creates financial reports and supporting documentation for the purpose of auditing inventory, processed transactions, and daily and monthly TAG store activities.

Knowledge, Skills and Abilities

1. Strong management skills.
2. Strong customer service skills with an expertise on de-escalations and negotiations.
3. Excellent communication (written and verbal) and interpersonal skills.
4. Working knowledge of personal computers and related software including Microsoft Office.
5. Ability to make sound decisions based on client policies and procedures with minimal assistance.
6. Ability to work in a team environment and be open to change.
7. Ability to maintain confidentiality.
8. Knowledge of the State statute and requirements for toll violation and collection processes.
9. Ability to have a proactive approach and prioritize tasks using effective time management skills.
10. Must possess keyboarding skills of 35 wpm.

Physical Demands

This position requires a substantial amount of walking, some standing, sitting in an office environment, and light lifting such as three or four reams of paper or books (up to 20 pounds or an equivalent weight) may be required.

Required Education / Experience

Some college education. Directly related experience may be substituted for college. Four (4) years of experience in customer service/relations and or call-center environment.