E-ZPass Support Manager (DOT Executive Officer III)

**Open To All Qualified Candidates**

This is a position specific recruitment. The resulting list of eligible candidates will be used to fill this Maryland Transportation Authority (MDTA) position/function only. All interested persons will need to re-apply for any future recruitment conducted for this classification.

The Maryland Transportation Authority (MDTA) owns, operates, and maintains eight major toll facilities comprised of four bridges, two tunnels, and two turnpikes across the State of Maryland. For over 50 years, the MDTA has provided Maryland's citizens and visitors with safe, secure, and convenient transportation facilities. We are committed to quality and excellence in customer service, and we rely on our organization's values, traditions and - most importantly - our employees to achieve these goals.

Nature of Work: This position is responsible for managing day-to-day activities of the E-ZPass Customer Service Centers (CSC) at the MDTA/MVA (Maryland Vehicle Administration) facilities. In addition, this position will oversee the daily operations of the E-ZPass Support Specialist/Image Review Unit, including face-to-face interactions with the public. The incumbent in this position will ensure the security, accurate counting, and depositing of all revenue collected at an assigned facility and is expected to ensure contractual obligations are met by vendors and contractors.

The duties for this position include, but are not limited to, the following:

• Manages and provides guidance to ensure the Customer and Revenue Supervisor, Lead, Customer and Revenue Agents (CARA), and the Support Specialists are meeting performance standards while providing the highest level of customer service;
• Secures, balances, and allocates change funds to the CARAs and Supervisor to ensure appropriate and efficient transactions in the CSC;
• Performs random audits of the assigned change funds to ensure the security of MDTA funds;
• Provides for improved customer service and responds to customer complaints through a detailed investigative process;
• Requests and updates door access privileges for employees in the MDTA security systems computer program to ensure the security of the facility and protection of revenue;
• Works alongside E-ZPass Operations Manager and Quality Assurance Specialist to rectify customer account discrepancies;
• Analyzes CARAs, Leads, and Supervisor accuracy reports, checking for possible misappropriation of funds, proper equipment function, and proper handling of MDTA funds;
• Reviews open customer account cases to determine resolutions to close them in a timely manner; and
• Transports MDTA E-ZPass cash deposits weekly and periodically transports the MDTA Police deposits to the bank.

Employees in this position receive general supervision from the Deputy Director of Customer Experience or other designated official. The current vacancy exists at the CSC MDTA/MVA facility in Beltsville, MD. Employees may be required to travel to the CSC MDTA/MVA facility in Gaithersburg, MD.

MDTA employees are offered a generous benefits package including: a minimum of 11 paid holidays, a minimum of 27* days of leave annually (personal, vacation, and sick), access to the State Pension System, deferred compensation plans, excellent health, dental, and vision plans, tuition reimbursement, and more! *May be prorated based upon start date.

MINIMUM QUALIFIATIONS:

Education: Graduation from a standard high school or possession of a high school equivalency certificate.

Experience: Six years of experience in the provision of customer service to the public, collection and accounting of cash, and interpretation and implementation of policies and procedures to include three years of experience working in a supervisory capacity.

Your placement on an eligible list may be based solely on the contents of your application; therefore, it is essential that you provide complete and accurate information. Consideration for employment may be based solely on the contents of your application; therefore, it is essential that you provide complete and accurate information.

Please include all relevant experience on your application. This includes, but is not limited to, full or part time, volunteer, military, acting capacity, or any other experience that is relevant to the position you are applying for.

If you have held more than one (1) position at the same employer, please list each position that you held and the length of time that you held each position.

Notes:

U.S. Armed Forces military service experience as defined under the Minimum Qualifications may be substituted for the required education and experience on a year-for-year basis.

Candidates appointed to positions in this classification are assigned duties that require the operation of motor vehicles. Employees are required to possess a motor vehicle operator's license valid in the State of Maryland. All applicants must list their license number and expiration date on the application.

Employees in this classification are considered "Essential Employees" and must sign and agree to all policies and procedures relating to "Essential Employee" status.

APPLICATION PROCESS:

Please apply on-line at https://www.governmentjobs.com/careers/mdotmd

RESUMES CANNOT BE SUBSTITUTED FOR THE ONLINE EMPLOYMENT APPLICATION. Paper applications (Form DTS-1) will not be accepted for this recruitment.

All applications must be received by 03/18/2025.

Notes:

Please be advised that the State of Maryland is dedicated to a drug-free workplace, and as a result, employees are subject to the State's Substance Abuse Policy to include possible drug testing. Selected candidate(s) may be subject to background and reference checks.

The incumbent in this position will not be a member of a covered bargaining unit.

The Maryland Transportation Authority is not sponsoring new employees in application of the H-1B Visa or providing an extension of an existing H-1B Visa at this time due to budgetary constraints. All applicants must be legally authorized to work in the United States under the Immigration Reform and Control Act of 1986. Federal regulations prohibit H-1B Visa candidates from paying sponsorship fees, all sponsorship fees must be assumed by the potential employer.

WE ARE AN EQUAL OPPORTUNITY EMPLOYER. MDTA does not discriminate based on age, ancestry, color, creed, gender identity or expression, genetic information, marital status, mental or physical disability, national origin, race, religious affiliation, belief or opinion, sex, or sexual orientation.

MDOT has various careers for people of all experiences, backgrounds, and abilities who come together to contribute to one mission - connecting our customers to life's opportunities. Join us in serving our Maryland residents, visitors, and businesses!Reasonable Accommodations for persons with disabilities will be provided upon request.

Appropriate auxiliary aids and services for qualified individuals with disability will be provided upon request. Please notify in advance. MD Relay Service Number 1-800-735-2258 (TTY Number: 711). Bilingual applicants are encouraged to apply.

Issue Date: 03/04/2025