SANDAG operates the South Bay Expressway, a 10-mile toll road located in the southern part of San Diego County, and the I-15 Express Lanes, a 20-mile stretch of express lanes along the I-15 corridor. On average, 60,200 trips are made over the toll road and express lanes each day. Drivers pay a fee for doing so, either through a pre-paid FasTrak transponder, cash, credit card, or online using the Pay-by-Plate program.
The Customer Service Representatives (CSR) provide telephone, in-person, and email support to users of the South Bay Expressway and the I-15 Express Lanes in a fast-paced environment; the Call Center receives an average of 17,500 calls per month. CSRs offer general information about the toll road, the express lanes, options for paying tolls, and assist with establishing and maintaining FasTrak accounts. They also identify vehicles who do not pay their toll at the time the roadways were used and contact drivers to provide options for the payment of outstanding tolls and fees.
The Regional Tolling Customer Service Center (CSC) is located in Otay Mesa, at the south end of the 125 toll road; this is the work location for the CSR team. The CSC is open between 7 a.m. and 6 p.m. on Monday through Friday. Evening and weekend work may occasionally be required.
Experience and Qualifications
Salary and Benefits
The Customer Service Representative positions have a pay rate of $13.88 to $22.21 per hour; the starting pay rate will depend on the qualifications and experience of the candidates. SANDAG offers health, dental, and vision insurance as well as employee assistance, wellness, and work/life balance programs. Employees are provided with paid time off in addition to paid holidays. Contributions to financial security are provided through a pension plan.
Submit a completed Employment Application, and the required Application Supplement (writing sample). The Employment Application can be downloaded in PDF format from the SANDAG website. Alternatively, a copy can be requested by calling (619) 699-1900 or emailing firstname.lastname@example.org. See our Careers / How to Apply webpage for additional information.
In addition to the Employment Application, candidates are asked to prepare a sample email message in response to the scenario below. The sample email can be up to 250 words in length and should be submitted with the Employment Application.
Prepare an email message in response to the following:
A customer emailed you after receiving a Notice of Toll Evasion stating they owed South Bay Expressway a $2.50 toll and a $40.00 non-payment fine. The toll and fine amounts are posted on the road. The customer claims they were lost/confused when using the toll road, and according to our records, this was the first time the customer’s vehicle had been on the road. South Bay Expressway policies allow for a fine to be reduced to $10.00 for first time users of the road. This is a one-time only courtesy.
SANDAG will accommodate persons who require assistance in order to apply for a position at SANDAG. Applicants requiring an accommodation due to a disability during any stage of the recruitment, including requesting this document and related materials in an alternative format, should make their needs known by contacting Human Resources at (619) 699-1900, (619) 699-1904 (TTY), fax (619) 699-6905, or email@example.com.
In compliance with the Immigration Reform and Control Act of 1986, applicants hired by SANDAG must show acceptable proof of identity and evidence of authorization to work in the United States.
SANDAG is an Equal Opportunity Employer