Position Summary
The Operations Support Specialist performs customer service and back-office functions. This position is primarily responsible for researching, coordinating, and overseeing processes of one or more toll operations projects and maintains a strong partnership with internal and external customers and vendors. This position reports directly to the Senior Manager of Tolling Operations, with oversight from the Vice President of Tolling & Back Office Operations.

General Duties

• Complies with state and federal laws, regulations, and guidelines associated with toll facility operations or UBP contractual requirements, as well as adherence to internal policies and procedures.
• Observes, evaluates, and recommends changes and/or improvements to existing processes to achieve greater efficiency and success.
• Resolves customer inquiries, disputes, and escalations through various means, including in-person interactions, phone calls, emails, mail, and social media, with a high degree of professionalism.
• Ensures that performance standards are met, maintaining a high level of service for all internal and external customers.
• Works collaboratively with vendors and subcontractors to meet established quality standards.
• Creates and tracks reports that measure progress against project and program goals and objectives.
• Maintains strict privacy and confidentiality standards relating to all business transactions.
• Works independently under limited supervision while also demonstrating the ability to collaborate effectively as a team player to support overall asset success.
• Travels to internal business meetings and meetings with customers, vendors, or other clients as required.
• Performs other duties as assigned.

Education & Required Skills

• Degree from an accredited institution is preferred; however, relevant experience may be considered in lieu of formal education.
• 3–5 years of experience in collections, sales, customer service, marketing, or transportation/logistics is preferred.
• Proficient in Microsoft Office Suite; strong data-entry and CRM system skills are required.
• Strong analytical, communication, and customer service skills, both written and verbal; bilingual ability is a plus.
• Highly organized with a proven ability to manage multiple complex, time-sensitive projects simultaneously while maintaining accuracy and attention to detail.
• Demonstrates sound judgment and effective decision-making skills, developing alternatives and anticipating next steps within established procedures.
• Customer-focused with strengths in conflict resolution, negotiation, and relationship building; remains calm and diplomatic when resolving complaints.
• Self-motivated team player who operates with minimal supervision while knowing when to escalate critical information or seek required approvals.
• Flexible and adaptable; able to pivot quickly in a fast-paced, entrepreneurial environment.
• Detail-oriented and proficient in customer service, call center operations, and/or collections.
• Experience with various social media and communication platforms.
• Highly reliable with the ability to maintain regular attendance and work flexible or extended hours as needed.
• Previous experience in the Electronic Toll Collection industry is preferred but not required.

Physical Requirements

• Ability to sit or stand for extended periods; walk, lift up to 50 lbs., and perform office tasks.
• Must be able to reliably commute to office locations and travel for meetings/events as necessary.

Additional Information

• The salary range for this role is $50,000 – $55,000, based on location and commensurate with experience.
• UBP offers an exceptional benefits package, including medical, vision, dental, and life insurance; long-term and short-term disability; a 401(k) plan; generous paid time off; extensive paid holidays; and additional ancillary benefits.
• This is not a remote role and requires in-person work both at the office and in the field.
• Location: Chesapeake, VA.
• Forward resumes to [email protected] with the subject line formatted as OSS – Your Name (e.g., OSS – Smith, John).