Customer Relations Representative

LBJ Infrastructure Group LLC – Dallas, TX

Who are NTE Mobility Partners and LBJ Infrastructure Group?:
NTE Mobility Partners (NTEMP) and LBJ Infrastructure Group (LBJIG) are individual concessions that include equity partners Cintra US, Meridiam Infrastructure and APG Asset Management. Both multibillion-dollar projects were approved in 2009 by the Texas Legislature as Public, Private Partnership (P3) Comprehensive Development Agreements (CDA) with the Texas Department of Transportation (TxDOT).

NTEMP is the developer and operator of the North Tarrant Express (NTE) and NTE 35W projects in North Texas. The $2.1 billion NTE was the first P3 highway project to obtain financial close in the United States in which the private sector assumed all the risks. NTEMP partnered with Ferrovial Agroman and Webber Construction to build the NTE (north Loop 820 & Airport Freeway) and opened the 13.3-mile facility 9 months ahead of schedule in October 2014. During construction, the NTE project employed more than 160 local and regional subcontractors and nearly 3000 workers at its peak. NTEMP currently maintains and operates the corridor until 2062.

LBJIG is the developer and operator of the LBJ Express Project (IH-35E & IH-635 in North Dallas). The $2.7 billion corridor is the largest P3 of its kind in Texas. Construction of the 13.3-mile LBJ project was a collaboration with Ferrovial Agroman and Texas-based Webber Construction and was completed two months ahead of schedule in September 2015. At its peak, the LBJ project employed more than 2,200 Texans and integrated more than 160 other Texas companies and their employees into the construction. LBJIG currently operates and maintains the corridor until 2062.

Cintra is a world leader in private-sector financing, development and management of major infrastructure assets, Meridiam Infrastructure is a global public-private partnership investor and developer of public facilities, and APG Asset Management is a pension fund asset manager in the Netherlands.

What makes us different?:
Our people come first. We want every single employee to develop both professionally and personally. With a strong focus on growth potential:, we look to our internal employees as potential candidates for both national and international opportunities. We aim to achieve greatness by promoting :from within every chance we get. We work hard and play hard and strive every day for success and achievement. With a diverse: group of professionals working in a fast-paced: environment, we achieve milestones constantly. And if that werent enough, we also offer our employees highly competitive insurance benefits, Paid Time Off and a matching 401(k) program.

Your next calling:
As a Customer Relations Representative, you will be responsible for responding to and tracking the general public and key stakeholders questions regarding topics such as HOV application Drive On, credit requests, TEXpress Lanes, construction, maintenance, general inquires, etc. All engagements will be tracked using the TEXpress Lanes Cares (TLC) system.

, Essential Duties and Responsibilities:

  • Serves as the first point of contact for all customer contact
  • Will receive and log all inquiries, complaints, comments and recommendations that are received from various portals into TLC.
  • Become the user expert for the Drive On app and be the main point of contact for customer questions on registration, declarations, and HOV rules.
  • Will be responsible for following up with customers and responding to them in a professional manner, including little to no grammatical and spelling errors
  • Based on the type of inquiry (i.e., roadway maintenance), acting as the liaison between the applicable department and the customer. These tickets may require additional actions to close requests.
  • Will be responsible for ensuring tickets are updated with resolutions and completed in a timely manner.
  • Will be responsible for monitoring all outstanding tickets to make sure Service Level Agreement (SLAs) are met.
  • Will need to prioritize calls or email notifications for possible emergency situations
  • Sell Toll Tags and maintain record of all sales.
  • Become knowledgeable on the following topics:
  • Open Road Tolling
  • Dynamic Pricing
  • High Occupancy Vehicles (HOV) rules
  • Drive On (HOV app)
  • Which agency operates which roads
  • Performs other job-related duties as assigned

  • What you bring to the table:
    Youve worked hard to achieve success in your career, now put it to use. Do you have a GED or High school diploma?
    Do you have knowledge of principles, practices, and procedures used in customer service communications? If so, you can check off those boxes!

    With success comes a high level of professionalism:. We already know you possess the following qualities, but we just wanted to remind you of whats important to LBJ:

    Professional Qualities:
  • Experience with website management and content development, a plus
  • Strong work ethic and high level of initiative
  • Good troubleshooting skills
  • Customer and team focused attitude
  • Strong work ethic and high level of initiative and ownership own the problem
  • Ability to recognize trends with technical support issues
  • Previous Customer Service experience required
  • Call Center experience preferable

  • Computer Skills:
  • Proficient in Microsoft Office Suite
  • Ability to recognize trends with technical support issues
  • Ability to learn new software and procedures is required

  • About Our Benefits:

  • Medical and Dental Insurance for Employee, Spouse and Dependents (company pays 90% of premiums)
  • Vision Insurance
  • 24-hour Nurse Support Hotline
  • Employee Assistance Programs (EAP)
  • Company Paid Life and Accidental Death and Dismemberment Insurance
  • - 401k - Fully Invested at Enrollment (with an up to 3.5% match)
  • Flexible Spending Accounts (FSA)

  • Our working environment::
    LBJ wants to ensure that all of their employees are comfortable: and able: to work in the type of culture and environment we have built our business on. The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job.
    The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
  • The noise level in the work environment is usually quiet
  • Specific vision abilities required by this job include ability to adjust focus, as necessary to use a computer
  • While performing the duties of this job, the employee is regularly required to talk or hear.
  • The employee is frequently required to stand, walk and sit
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