Parsons Corporation Customer Service Advisor in Greenville, South Carolina
Customer Service Advisor
Our Customer Service Advisors positively impact lives every day! With Parsons, you will handle a variety of customer issues while delivering world class customer service! In this role, you will support our Department of Transportation clients to monitor roadways and help manage traffic events/incidents to ensure the right personnel are dispatched to handle the problem. You will be answering and responding to calls from the public, and will communicate, coordinate and collaborate with our teams using various tools like our Advanced Traffic Management System (ATMS), and other traffic monitoring equipment. Once you receive calls, your goal will be to help resolve traffic incidents by escalating issues through the appropriate channels like other Traffic Management Center staff, Highway Patrol, and partner agencies, like Fire and Rescue and other emergency responders. You can help to make roads and highways safer in your neighborhood!
If you have great communication skills, a passion to help others, and are great with the small details, then this could be a great career for you! We offer great benefits, extensive training, continuing education assistance to obtain your Associates or bachelor's degree, and a long-term career!
These positions will require working weekends, some holidays and over-time is paid at the time and a half rate of pay. The shifts are generally 2 days on, 2 days off, three days on, and shifts can be minimally 8 hours, up to 12 hours.
You are in the middle of the action in this role!
Observe traffic incidents on traffic monitoring equipment (CCTV, Real Time Data, etc.).
Once a traffic incident is observed, notify SCDPS (Highway Patrol) of incidents and stranded motorists. Communicate and coordinate incident information with local SCDOT maintenance and District staff as needed.
Dispatch State Highway Emergency Program (SHEP) Responders and provide other appropriate response agencies of scene details.
Provide information to motorists by displaying messages on Variable Message Boards (VMS), Dynamic Message Boards (DMS), and Highway Advisory Radios (HAR) through our Traffic Management System, to advise the public of incidents, that may impact traffic flow.
Input data into the SCDOT ATMS database for incidents, construction, and maintenance activities impacting traffic flow to generate events in 511. All information must be keyed in accurately and in a timely manner to prevent future delays or accidents.
Compile reports of routine incident response activities, log daily, all major incidents, construction, maintenance, and unusual occurrences.
Responsible for operations of SCDOT's role in the "Child Amber Alert" program, including proper operation of ITS (VMS, DMS, HAR) equipment.
Coordinate with emergency services and external organizations to create accurate and timely records of the event, follow standard procedures, and take the initiative to ensure the highest levels of customer service are maintained.
Monitor the operation of the network by analyzing information from the GIS, Police Services, traffic management systems, including CCTV, historic and predicted traffic patterns.
High school diploma with a minimum of 6 months related experience in a customer service, operations or a comparable field in which you are interacting with the public, using the phone, and computer equipment.
Prior work experience in a call center, or 911, Dispatch, Towing, EMS and/or Fire, or military operations center preferred.
Must have experience working with the public using a phone, display a calm demeanor and good communication skills.
Must have computer/data entry skills and must understand how to navigate the internet and utilize MS Outlook for email communication. Must be able to type error-free and self-check your data entry.
Must be able to follow directions and communicate calmly, clearly and effectively, to customers, colleagues, state agencies, and the public via the phone and in written format, especially in a crisis.
Must have the ability to follow written and oral instructions and handle multiple priorities.
Must be able to work flexible work hours including holidays.
Parsons is an equal opportunity, drug-free employer committed to diversity in the workplace. Minority/Female/Disabled/Protected Veteran/LGBTQ+. All qualified applicants will receive consideration for employment without regard to an individual’s race, color, religion, national origin, ethnicity, union affiliation, age, sex, sexual orientation, gender identity and expression, pregnancy, employable physical or mental disability, veteran status, genetic information, immigration status, or any other basis protected by all applicable laws.