WALK-IN CENTER LEAD - Military veterans preferred

AECOM (www.aecom.com)


  full-time   employee

Gig Harbor
United States

United States of America - Washington, GIG HARBOR

Job Summary

AECOM is seeking a Walk-in Center Lead to be based in our Gig Harbor, Washington location.

This position is responsible for handling in-person customer service inquiries in one of the projects Walk-in Centers in a

professional, helpful and accurate manner by following standard scripts and procedures. This position must be flexible

and willing to adjust to other duties of the WIC based on business needs. Other duties to include, payment processing,

deposit preparation and reconciliation, correspondence and dispute handling, image review and notice quality review.


  • Handles walk-in customer service activities related to Invoices and violation inquiries.

  • Troubleshoots situations accurately, quickly and efficiently for customers in person.

  • Receives and processes account update requests from customers.

  • Performs accurate cash, check, and credit card payment processing.

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

  • Documents customer visits and actions in the database.

  • Researches and resolves customer issues.

  • Records individual completed daily work statistics.

  • Generates, and receives correspondence via fax, mail, and email.

  • Performs daily closeouts and deposit preparation.

  • Makes outbound calls when requested.

  • Performs notice quality review activities when assigned.

  • Performs image review when required.

  • 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.

  • Performs data entry.

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

  • Maintains an above average attendance record.

  • Performs other tasks as assigned.

Minimum Requirements


  • High school diploma or graduate equivalency (GED).


  • 6 years related experience

  • Outstanding verbal communication skills.

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

  • Strong data entry and computer skills.

  • Ability to work independently.

  • Must have current tolling experience.

Preferred Qualifications

  • Prior customer service, retail, or call center experience preferred.

Additional Information:

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

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

  • Relocation and per diem support are not available for this position.

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 Communications

Business Line Construction Services

Business Group Construction Services Group (CS)

Country United States of America

Position Status Full-Time

Requisition/Vacancy No. 233613BR

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.