Controller at Skyway Concession Company – Chicago, Illinois

Position Summary

At Skyway Concession Company LLC (“SCC”), we uphold our core values of Safety, Ownership, Collaboration, Integrity & Stewardship, and Innovation, and seek team members who embody these principles in their work every day.

• Position is the primary specialist supporting the customer service and transaction audit functions. The incumbent provides internal/external customer service and must have the ability to answer a high volume of both phone calls and emails on a regular basis and in a professional manner. The incumbent must also be able to multi-task and organize their time effectively to be able to meet the requirements of this role. The incumbent is responsible for completing the transaction audits or image and video reviews or transactions that are sent out for reconciliation. The incumbent also plays a key role with Skyway collection processor and completing the audit process for transactions sent to the collections processor as well as serving as a SME for the collections process. The Customer Service Representative & Auditor is required to report to 8801 S. Anthony Ave. Chicago, IL 60617 (i.e., Company’s field location) however, travel to the Company’s downtown headquarters may be required depending on business need.

Essential Functions (Duties and Responsibilities)

• Provides front line support regarding customer service interactions with internal and external customers.
• Manages the incoming phone calls, emails addressing the customers questions or needs in a professional manner.
• Manages the transaction audit process which involves completing image and video reviews for transactions.
• Maintains a close relationship with Skyway’s collections processor with focus of excellence and improving the collection rates.
• Operates with an analytical and problem-solving ability mind set. Incumbent must be able to discern when to de-escalate or escalate customer situations.
• Manages their time and priority tasks effectively.
• Complete assigned projects and meet established deadlines.
• Reviews internal reporting and investigates irregularities (vehicle classifications, variance reporting) primarily through image and video reviews.
• Reviews toll collector reporting identifying irregularities and investigates findings.
• Maintains detailed records of all investigations performed with preliminary conclusions and reports results to management timely.
• Prepares monthly reports summarizing irregularities and results of investigations.
• Maintains and updates the Customer Service Center’s Operating procedures and policies.
• Develops opportunities to enhance internal control, policies and procedures and works with management to implement solutions
• Other duties as assigned

Qualifications

• High school diploma required
• Minimum 2 years of customer service related or similar types of experience
• Associate degree preferred
• Microsoft Office experience, especially Word, Excel
• Proficient in general computer usage.
• Problem solving ability, including demonstrating good judgment relative to problem escalation.
• Demonstrated sense of urgency and diligence.
• Strong administrative skills and the ability to multi-task accurately.
• Ability to maintain personal composure and professionalism at all times.
• Effective communication skills both verbally and in writing with personnel at all levels.
• Interest in expanding knowledge into various facets of the business.

Knowledge, Skills, Abilities (KSA), and Competencies

• Ability to effectively use SCC applicable systems and tools to carry out responsibilities
• Strong communication, teamwork, and problem-solving skills
• Demonstrated dependability, integrity, and commitment to safety
• Experience with process improvement, cross-functional collaboration, or industry-specific tools

Work Environment and Physical Demands

This position operates in a office environment. While performing the duties of this role, the employee is regularly required to communicate, sit, stand, and use standard office equipment.

• Reasonable accommodation may be made to enable individuals with disabilities to perform the essential functions.

Risk, Health, Safety, Environment & Quality

All employees are expected to carry out their duties in alignment with SCC’s commitment to safety, stewardship, and regulatory compliance. Employees must follow established health and safety practices, immediately report hazards, and actively support a safe, secure, and environmentally responsible workplace.