SUNPASS WIC FRONT COUNTER CUSTOMER SERV. REP. - 55003139

Requisition No: 862828 

Agency: Department of Transportation

Working Title: SUNPASS WIC FRONT COUNTER CUSTOMER SERV. REP. - 55003139

 Pay Plan: SES

Position Number: 55003139 

Salary:  $38,474.74 - $46,293.00 

Posting Closing Date: 10/17/2025 

Total Compensation Estimator Tool

STATE OF FLORIDA DEPARTMENT OF TRANSPORTATION

JOB POSTING DESCRIPTION

801 / SunPass Program

PENDING CLASSIFICATION UPDATE

 OPEN COMPETITIVE

SELECTED EXEMPT SERVICE

CONTACT PERSON: Debbie Myers

CONTACT PHONE NUMBER: 561-488-5332

CONTACT EMAIL ADDRESS: Debbie.Myers@dot.state.fl.us

ANTICIPATED BI-WEEKLY SALARY: $1,780.50

Join FDOT and be part of the team that works as one to improve safety, enhance mobility and inspire innovation in the Florida transportation system.

Our Mission

The mission of the Florida Department of Transportation is to provide a safe statewide transportation system that promotes the efficient movement of people and goods, supports the state’s economic competitiveness, prioritizes Florida’s environment and natural resources, and preserves the quality of life and connectedness of the state’s communities.

Our Vision

As a OneFDOT team, we serve the people of Florida by providing a transportation network that is well planned, supports economic growth, and has the goal of being congestion and fatality free.

The Work You Will Do:

SunPass WIC Front Counter Customer Serv. Rep./Office of Toll Operations/SunPass Program/SunPass Operations

This position will contribute to the agency by delivering exceptional face-to-face customer service and ensuring smooth front-counter operations. By handling transponder sales, payment processing, and customer inquiries with professionalism and accuracy, the position enhances public trust and satisfaction. Additionally, the role supports toll enforcement efforts by processing violation images and identifying system trends, helping maintain the integrity and effectiveness of toll operations.

The Difference You Will Make:

Through cooperation, coordination and collaboration among the OneFDOT team, you will be contributing to a strong and empowering culture of TRREC: Trust, Relationships, Respect, Empowerment, and Communication. 

How You Will Grow:

FDOT encourages our team members to grow through engagement, empowerment, training, and professional development.  Through our agency’s learning management system, you have access to hundreds of computer-based training and instructor-led courses. 

Where You Will Work:

Office of Toll Operations

11900 SW 114th St.

Miami, FL 33186

Annual Salary Range:

$38,474.74 - $46,293.00 

Your Specific Responsibilities:

Delivers high-quality face-to-face customer service by providing support for walk-in center customers. Assist customers in a courteous and welcoming manner. Completes various daily operational tasks for the front counter, including general customer service, transponder sales, and payment processing. Conducts thorough research and analysis on a variety of exception items and identifies the best course of action required to meet or exceed customer expectations, and completes or initiates the necessary action. Resolves customer complaints to achieve a high level of customer satisfaction. When necessary, makes outbound calls to follow up on customer inquiries and gather information to provide an appropriate resolution. Completes end-of-shift cashout processes. 

Completes the opening functions of the Front Counter, which include counting funds, issuing tour funds, providing supplies, and assigning transponders for fulfillment. Complete the closing functions for the Front Counter, which include daily cash-out of counter employees, preparing and scanning and emailing daily deposit forms, and securing the unused transponder inventory.

Processes images through the violation processing system and maintains performance standards.  Uses the Violation Processing System (VPS) to review, accept, edit, update, and/or reject images in various queues.

Performs all job functions in compliance with established performance measures and ensures that daily/monthly personal performance measures are met or exceeded. Identifies repetitive abnormalities, issues, or trends with equipment, systems, processing images, and other general toll issues and communicates or escalates these issues to the proper area for resolution.

Ensures the archiving of SunPass data is in compliance with Department of Transportation (DOT)/SunPass and PCI (Payment Card Industry) standards. Assures transponders and other assigned inventory are accounted for and maintained in compliance with the department standards. Remains in compliance with state and federal laws, rules, and guidelines, and DOT/SunPass Operations policies and procedures. 

Serves in times of emergency to support state response efforts and ensuring continuity of operations.

The Successful Candidate will have the following required Knowledge, Skills, and Abilities:

Knowledge of:

• the SunPass program
• the principles and practices of customer service
• correct sentence structure, spelling, punctuation and grammar usage
•  

Skills in:

• cash-handling and end-of-day close-out procedures
• the use of office equipment including fax machines, copiers, calculators and computers (specifically, Microsoft Word and Excel programs)

Ability to:

• communicate clearly and effectively with others in written and verbal forms
• establish and maintain consistent and effective communication with supervisors, peers and subordinates
• research and organize data into logical format for reports, letters, documents and presentations
• access, input, and retrieve information from a computer database
• interpret and consistently apply rules, regulations, policies and procedures
• understand and follow rigorous security procedures for handling sensitive data.

SPECIAL REQUIREMENTS: You will be required to provide your Social Security Number to conduct required verifications. Male applicants born on or after October 1, 1962, will not be eligible for hire or promotion in the Career Service, or appointment in the Selected Exempt Service (SES) or Senior Management Service (SMS), unless they are registered with the Selective Service System (SSS) before their 26th birthday, or have a Letter of Registration Exemption from the SSS.

THE FLORIDA DEPARTMENT OF TRANSPORTATION VALUES AND SUPPORTS EMPLOYMENT OF INDIVIDUALS WITH DISABILITIES.  QUALIFIED INDIVIDUALS WITH DISABILITIES ARE ENCOURAGED TO APPLY.  In accordance with Section 110.112, Florida Statutes, and the Florida Department of Transportation’s Individuals with Disabilities Affirmative Action Plan, the agency is committed to ensuring affirmative action and equal employment opportunity for qualified individuals with disabilities.  Upon request and as appropriate, reasonable accommodations to individuals with disabilities may be provided.  Please contact the Florida Department of Transportation’s Human Resources Office at (850) 414-5300 for assistance.  

The State of Florida is an Equal Opportunity Employer/Affirmative Action Employer, and does not tolerate discrimination or violence in the workplace.

Candidates requiring a reasonable accommodation, as defined by the Americans with Disabilities Act, must notify the agency hiring authority and/or People First Service Center (1-866-663-4735). Notification to the hiring authority must be made in advance to allow sufficient time to provide the accommodation.

The State of Florida supports a Drug-Free workplace. All employees are subject to reasonable suspicion drug testing in accordance with Section 112.0455, F.S., Drug-Free Workplace Act.