Outsourced Remote Customer Support and Call Center Operations Services

The Vendor is required to provide services for a remote E-ZPass customer service call center and manual review of images from the lanes.
- Support agency E-ZPass customers by delivering high-quality, professional, and efficient customer service interactions through a fully remote call center model.
- Customer Account Management System
• Update and maintain customer agency e-ZPass accounts.
• Assist customers with account inquiries and updates to account information (e.g., account demographics, vehicle or license plate updates, transponder activation or deactivation).
• Process account payments, auto-replenishment setup, and balance inquiries.
• Provide customer support for online access, login support, and profile updates.
• Maintain a thorough understanding of agency e-ZPass business rules and regulations.
• Assist customers with the account closure process and ensure all required documentation is submitted.
• Verify and confirm account information with customers to ensure accuracy.
• Advise business/commercial accounts on the proper procedures for their inquiries.
• Understand and apply the process for directing customers to local AAA offices for account establishment when required.
• Support customers with the toll dispute process for out-of-state toll transactions on their agency account.
• Explain toll transactions and charges appearing on customer statements
• After each customer interaction, call center agents must write detailed notes summarizing the conversation.
• Notes must be clear, accurate, and entered into the CRM or call tracking system immediately after the interaction, including the customer service representative's initials and numbers.
• Documentation is subject to periodic quality reviews to ensure completeness and compliance with e-ZPass standards.
- Toll Invoice & Violation Processing
• Explain toll charges, invoices, and statements to customers.
• Research and dispute invoices and toll transactions as needed.
• Navigate the account management system to explain the reasons invoices were issued.
• Assist customers with violation notices, administrative fees, and resolution processes.
• Process payments for toll invoices, violations, and related fees over the phone through our IVR system or agency website if needed.
• Support customers who may have: DMV Holds, attend Traffic Tribunal, or are sent to
• Central Collections, to resolve their violation matters.
• Staff are proficient in navigating the account management system to correctly process fee waivers, with minimal assistance required.
• Follow and understand the agency invoice dispute resolution process.
- Call Center Services
• Respond to inbound calls regarding accounts, violations, and general inquiries.
• Handle escalations and ensure timely resolution of complex cases
• Conduct outbound customer service calls when needed (e.g., follow-ups or account verification).
• Provide accurate and consistent information about E-ZPass policies and procedures.
• Educate customers about toll usage, account options, E-ZPass business rules, and online tools.
• Generate daily, weekly, and monthly performance reports to share with agency.
• Monitor and report recurring issues or trends to agency management.