AECOM Customer Service Representative II in Morrisville, North Carolina

United States of America - North Carolina, Morrisville

Job Summary

AECOM is seeking a Customer Service Representative II to be based in our Morrisville, North Carolina location.

Typical Responsibilities:

  • Answering routine telephone inquiries or in person in a customer-oriented call center operations environment by following standard scripts and procedures and making any necessary follow-up outbound calls.

  • Knowledgeable in the processing of toll transactions and video bills in the system; receives, processes, and deposits payments; updates accounts and video bills as to their status; and opens new accounts.

  • Takes credit card payments over the phone or in person for accounts, video notices, and new accounts.

  • Researches and resolves customer issues.

  • Processes and fills out multiple types of forms.

  • Writes and receives correspondence via fax, mail,in person and email.

  • Negotiates payments and fee reductions up to their established limits.

  • Performs data entry.

  • Documents phone calls and in person interactions and actions in the database.

  • Receives and processes account update requests from inbound phone calls, in person and mail, as directed.

  • Records individual completed daily work statistics.

  • Troubleshoots situations accurately, quickly and efficiently for customers on the phone, in person or via electronic communication.

  • Helps other departments with their tasks when work volume is low.

  • May be assigned to the following tasks:

  • Ferry Reservation Requests and Inquiries

  • Store Front Operations

  • Fulfillment of Transponders

  • Payment Processing

  • Service Request Processing

  • Mail Processing

  • Collections Accounts Processing

  • DMV Hold Processing

  • Mail house document quality review (QC)

Minimum Requirements


  • High School Diploma or Graduate Equivalency Diploma (GED).


  • Must have 2 (Two) years prior customer service or call center experience.

  • Must have 520 hours experience in the toll collections industry

  • Basic computer knowledge.


  • Outstanding verbal communication skills (phone etiquette).

  • Detail oriented, ability to multi-task, and highly organized.

  • Strong data entry and computer skills.

  • Ability to work under stress and in moments of crisis.

  • Must be able to meet exceptional levels of quality and meet performance standards required by the contract.

  • Must be flexible and can adjust to other duties of the Customer Service Center based on business needs.

Preferred Qualifications

  • 3 (Three) years prior customer service or call center experience preferred.

Additional Information:

  • Qualified applicants who are offered a position must pass a pre-employment substance abuse test.

  • Relocation benefits are not available for this position.

  • This position does not include sponsorship for United States work authorization.

What We Offer

When you join AECOM, you become part of a company that is pioneering the future . Our teams around the world are involved in some of the most cutting-edge and innovative projects and programs of our time, addressing the big challenges of today and shaping the built environment for generations to come. We ensure a workplace that encourages growth, flexibility and creativity, as well as a company culture that champions inclusion, diversity and overall employee well-being through programs supported by company leadership. Our core values define who we are, how we act and what we aspire to, which comes down to not only delivering a better world , but working to “make amazing happen” in each neighborhood, community and city we touch. As an Equal Opportunity Employer, we believe in each person’s potential, and we’ll help you reach yours.

Job Category Transportation Operations Management / Traffic Monitoring

Business Line Construction Services

Business Group Construction Services Group (CS)

Country United States of America

Position Status Full-Time

Requisition/Vacancy No. 203990BR

Clearance Required No

Qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, sexual orientation, gender identity, disability or protected veteran status.