Careers at Bestpass

What it means to work at Bestpass

Careers at Bestpass

Who we are

Bestpass cultivates a collaborative work culture that is dedicated to employee growth and development. Our innovative, fun and casual work environment stimulates creative thinking and encourages employees to challenge themselves to better serve our customers. Come join a team of passionate professionals that works hard, makes a difference and has fun along the way.

Careers at Bestpass

Current job openings

  • Accountant - Growing Finance team!

    Do you thrive in fast-paced, rapidly changing work environment? Do you embrace a good challenge? We're looking for someone who is eager to join our growing company and contribute to the continued success of the accounting team.  Bestpass, Inc., is seeking candidates looking to build their career as accounting and finance professionals for this open position. Duties will include processing and reporting on transactions focused on billing and accounts receivable applications.  Daily preparation of accounts and payment applications as well as month-end processing.  Cross training opportunities and career experience.

    Requirements

    • BS/BA in accounting, finance or relevant field and/or 1-3 years proven experience as Accountant or similar role

    • Thorough knowledge of basic accounting procedures, best practices, and GAAP

    • Ability to maintain confidentiality of sensitive data

    • Ability to work in a fast-paced environment and meet deadlines;

    • Excellent communication and interpersonal skills;

    • Strong team player and customer service focus;

    • Aptitude for working in a team environment while also being able to self-direct work load and work alone to get the job done.

    • Familiar with month-end close procedures


    Join one of the top 10 fastest growing companies in the Capital Region!  We recently surpassed 10,000 customers and process over $1.2 billion of transactions annually.  The finance team is expanding rapidly to support the company’s growth.  Our continued growth includes new toll management products and services, market expansion and a significant increase of employees in all major functions. At Bestpass you will work with a diverse, passionate and team-driven group of people. ARE YOU INTERESTED IN JOINING A DYNAMIC, HIGH PROFILE FINANCE TEAM? Apply now!


    *This is an Albany, NY-based position.  Candidates outside of NY will not be considered and/or must have a reasonable commute to Albany office.

     
  • Finance Assistant

    **This is an in-office - Albany, NY based position**


    Do you have a strong sense of ownership and attention to detail?  Then you may be right for our Finance Assistant with a focus on collections and account analytics. Bestpass, Inc., is seeking candidates looking to build their career as finance professionals for this open position on our growing Finance team!


    Responsibilities include:

    • Record all customer payments by various methods
    • Maintain and update customer files to sustain data integrity, written correspondence, phone contact and payment arrangements, while maintaining quality customer service and a positive company image by resolving customer account inquiries as it relates to account payments  
    • Handle inbound and outbound collections calls and correspondence
    • Ability to analyze customer accounts
    • Position offers the ability to work on special projects and will allow the right candidate to grow and develop skills to continue a career in Accounting and Finance  




    Requirements
    • AA or BS/BA in Accounting
    • Preferred Microsoft Excel Advanced User
    • Prior experience working with accounting cloud-based software as well as the willingness to learn additional applications
    • Excellent oral and written communication skills 

    Start 2021 with one of the top 10 fastest growing companies in the Capital Region!  We recently surpassed 10,000 customers, with more than 630,000 active transponders on the road, facilitating 280,000 seamless transactions per day for customers on the company’s nationwide toll coverage network.  We care about our customers and deliver service and solutions that make a real difference in their businesses.  Our continued growth includes new toll management products and services and a significant expansion of employees in all major functions. Teamwork and collaboration is key to help our colleagues and customers solve their challenges and be successful. INTERESTED IN JOINING A WINNING TEAM? Apply now!

     
  • Recruiter/Talent Acquisition

    Our Talent and Human Resources team is growing!  We are seeking an experienced talent acquisition individual who will drive Bestpass in meeting our hiring goals by filling open positions with talented and qualified candidates, while growing a strong talent pipeline.   This entails sourcing and screening candidates, coordinating the interview process, and facilitating offers while maintaining excellent applicant experience.

    • Collaborates with department managers to update and/or draft job descriptions and hiring criteria.

    • Identifies and implements efficient and effective recruiting methods and strategies.

    • Works with hiring managers throughout screening process; reviewing resumes, conducting phone screens, scheduling interviews, etc.

    • Conducts thorough reference checking.

    • Collaborates with the hiring manager and Head of Human Resource during the offer process.

    • Ensure all screening, hiring, and selection is done in accordance with employment laws and regulations.

    • Source active and passive candidates by using a variety of search methods to build a robust candidate pipeline.  

    • Ensure a professional and positive candidate experience; provide general company information, opportunities, and benefit information.

    • Ensure all applicants participate in assessment process and results are recorded.

    • Track appropriate recruiting metrics.

    Requirements

    • 3-5 years' recruiting experience; exempt/non-exempt roles

    • Bachelor’s degree in Business Administration, Human Resources, or relevant field

    • Supports workplace diversity

    • Good working knowledge of employment law and legislation 

    • Ability to conduct different modes of interviews (structured, competency-based, etc.) and various interview processes (phone/video interviewing)

    • Excellent interpersonal and communication skills

    • Demonstrable experience in technology and sales recruiting 

    • Effective negotiating skills

    • Knowledge of applicant tracking software programs and online candidate sourcing websites

    • Stay abreast of recruiting trends and best practices


    Start 2021 with one of the top 10 fastest growing companies in the Capital Region! We recently surpassed 10,000 customers, with more than 630,000 active transponders on the road, facilitating 280,000 seamless transactions per day for customers on the company’s nationwide toll coverage network.  We care about our customers and deliver service and solutions that make a real difference in their businesses.  Our continued growth includes new toll management products and services and a significant expansion of employees in all major functions. Teamwork and collaboration is key to help our colleagues and customers solve their challenges and be successful. INTERESTED IN JOINING A WINNING TEAM? Apply now!


    This position is based in our Albany, NY office.

     
  • Director, Marketing and Demand Generation

    We are seeking a Director of Marketing & Demand Generation to enhance and contribute to the growth of Bestpass. The position will have 4 main objectives:

    1. Lead the efforts to refine and execute on the marketing strategy and plan.

    2. Build/optimize demand generation engine to drive both new and existing customer growth

    • Define demand generation process
    • Implement/test/optimize systems to drive awareness, MQLs and bookings
    • Set objectives/KPIs and effectively track performance

    3. Partner with Executive Leadership Team to define and implement GTM strategy for new products and adjacent markets

    • Lead definition and implementation of demand generation strategy

    4. Build an efficient and effective marketing team

    • Develop a functional budget and hiring/resource plan
    • Fill required positions with A-players and implement training, goal setting, performance tracking and career pathing


    Requirements

    • 7+ years of demand generation and management experience 

    • Self-starter, doer attitude – need to be able to set direction and operate effectively under uncertainty with limited direction and resources /support

    • Excellent programmatic marketing knowledge (e.g., multi-stage, multi-touch campaign blueprinting and execution) along with demonstrable digital marketing experience

    • Solid understanding of marketing insights derived from attribution models, customer database mining, and other sources of customer insight

    • Proven track record of revenue enhancement from demand generation activities & programs

    • Solid ability to hire, assess and develop quality talent

    • Leadership, consensus-building abilities with a proven track record of coordinating and mobilizing resources productively

    • Knowledgeable of software, customer databases, social media tools, CRM systems (Salesforce.com preferred) and a quick learner of new tools

    • Bachelor’s Degree Marketing or relevant field

    Nice to have:

    • Experience leading demand gen at a high growth payments/SaaS company from $25M to $50M in revenue

    • Finserv, Fuel Card, Telematics, IoT, M2M, MRM, SaaS Solutions to the trucking market is a plus

    • Key understanding of omni-channel marketing to drive leads in a Transactional to Relational sales model with a strong position on ICP and ABM initiatives

    • Excellent marketing tools expertise (e.g. marketing automation tools – Pardot, Eloqua, Hubspot, etc.)


    Start 2021 with one of the top 10 fastest growing companies in the Capital Region!  We recently surpassed 10,000 customers, with more than 630,000 active transponders on the road, facilitating 280,000 seamless transactions per day for customers on the company’s nationwide toll coverage network.  We care about our customers and deliver service and solutions that make a real difference in their businesses.  Our continued growth includes new toll management products and services and a significant expansion of employees in all major functions. At Bestpass you will work with a diverse, passionate and team-driven group of people. INTERESTED IN JOINING OUR WINNING TEAM? Apply now!


     
  • Account Executive - Sales Hunter - 2 Opportunities

    We are GROWING! and looking for driven Inside Sales Account Executives to join our team – could that be you?


    At Bestpass our goal is to offer flexible and powerful solutions based on our innovative technology and services platform to assist in the creation of a transport sector that is responsive to the evolving needs of business, government and the wider community.

    We provide a comprehensive payment platform with a focus on nationwide toll management for commercial fleets of all shapes and sizes. With more than 9,000 customers and more than 620,000 deployed toll transponders in the United States and Canada, Bestpass ensures data accuracy, consolidates payments, delivers invaluable industry expertise, and saves its users time and money.


    Our Account Executives are responsible for increasing the Bestpass customer base through the acquisition of new business to new and existing accounts. This is a full-time, inside telephone sales role with a base salary plus commission.


    What does it take to be successful?


    • Identify revenue opportunities through outbound cold calls, emails and relationship building

    • Own the entire sales process from prospecting to completion of the sale

    • Research and contact prospects to identify key contacts, qualify and drive leads through the sales pipeline

    • Utilize a consultative sales approach to explain the value of our service

    • Be knowledgeable on Bestpass services as well as customer needs and requirements


    Requirements

    What are we looking for?

    • 2+ years’ experience of inside sales B2B experience
    • Proven track record of successful phone sales
    • Excellent verbal communication skills; strong listening and presentation skills
    • Ability to multi-task, prioritize and manage time effectively
    • Persistence
    • Ability to work independently as well as in team environment
    • Ability to travel +/- 10%
    • Associate’s degree; Bachelor’s preferred

    What do you need to know about us?

    Bestpass is a unique and growing company in the upstate New York area. We care about our customers and deliver service and solutions that make a real difference in their businesses. We have a casual work environment with a passion for developing creative, innovative best-in-class solutions. Teamwork and collaboration is key to help our colleagues and customers solve their challenges and be successful. INTERESTED IN JOINING A WINNING TEAM? Apply now!


     
  • Sales Development Representative - Albany NY based position

    At Bestpass our goal is to offer flexible and powerful solutions based on our innovative technology & services platform to assist in the creation of a transport sector that is responsive to the evolving needs of business, government and the wider community.


    The Sales Development Representative’s (SDR) primary role will be to set up appointments and find potential clients for the sales team. This role is the first step in the prospecting process, and the Bestpass sales team relies on known and creative methods of finding potential customers. This role will require the intuitive ability to comprehend and navigate through different company organizational structures and roles, to find the key decision makers. The position will develop a solid understanding of the sales pipeline and sales funnel management, with the aim to provide a consistent flow of sales-ready leads. 


    This position requires a basic knowledge of the products and services offered by the company and its application to the transportation and trucking markets.  A valued individual contributor and as part of a North American sales team in the acquisition of new sales prospects.  The position will also respond to customer inquiries for information on the company’s products and services and help to qualify potential sales prospects through a variety of lead nurturing activities. 


    This role is both challenging and rewarding, giving the SDR a career growth path with opportunities in the Bestpass sales hierarchy.  As a member of a fully integrated national sales and marketing team, this position focuses on growing a new customer base.?

    Once trained, you will use a combination of outbound sales initiatives and tools to sell Bestpass products and services, that help to build the Bestpass brand in the North American market.


    • Generate qualified tele-sales leads. 

    • Prospect various types of fleet/trucking/transportation organization to unearth Decision Makers and Influencers.

    • Identify prospects who are interested in engaging with Bestpass sales representatives via phone or face-to-face to discuss a possible purchase. 

    • Input accurate information into CRM database (company name and decision maker names, contact information and standard demographics) in order to properly initiate contact for Inside Sales Representative appointments.

    • Meet or exceed daily/weekly, monthly and quarterly lead generation performance targets.

    • Meet and exceed established contact and appointment goals each day / week / month.

    • Qualify, prioritize, and assign inbound/ outbound telephone, email, and internet leads.

    • Proactively and responsively perform calling and emailing activities with minimal oversight.

    • Respond to ad hoc content and support requests from sales team.

    • Assist on sales calls and demos as needed.


    Requirements

    • Minimum 1 year of sales, telemarketing and/or phone customer service experience 

    • High School Diploma/GED; Associate degree preferred

    • Highly self-motivated; positive persistence

    • Excellent communication skills (verbal & written)

    • Excellent customer service and interpersonal skills

    • Ability to multi-task, prioritize and manage time effectively

    • Ability to work independently as well as in team environment

    • Strict attention to detail 

    • Possesses and demonstrates Bestpass Core Competencies and Values


    Bestpass is a unique and growing company in the Capital District (#4 in the Albany Business Review's Fastest Growing Companies). We care about our customers and deliver service and solutions that make a real difference in their businesses. We have a casual work environment with a passion for developing creative, innovative best-in-class solutions. Teamwork and collaboration is key to help our colleagues and customers solve their challenges and be successful.


     INTERESTED IN JOINING A WINNING TEAM? Apply now!

     
  • National Account Manager - North Central based

    The National Account Manager (NAM) position is responsible for acquiring new enterprise level business clients, as well as maintaining existing accounts within a specific segment size in the North American market (US, CA & MX).  The NAM is responsible for utilizing effective sales strategies to secure the sale of Bestpass products and SaaS based toll management services.


    At Bestpass our goal is to offer flexible and powerful solutions based on our innovative technology & services platform to assist in the creation of a transport sector that is responsive to the evolving needs of business, government and the wider community.


    This position is responsible for building and maintaining strong relationships with our customers within the assigned market segment.  The NAM maintains effective communications between Sr. leadership, sales support, operations, implementation and customer service to effectively handle the life-cycle of a customer, from lead to prospect, to close and beyond.


    This is an essential position requiring a highly self-motivated individual contributor working remotely, with the ability to handle multiple sales tasks at the same time.


    This role is both challenging and rewarding, giving the NAM a career growth path with opportunities in Bestpass sales hierarchy.  As a member of a fully integrated sales and marketing team, this position focuses on growing a new and existing customer base and will carry an individual quota and uncapped earning potential.?

    Once trained, you will use a combination of National sales initiatives and tools to sell Bestpass products and services, that help to build the Bestpass brand in the North American market.


    The NAM position will be responsible to acquire and facilitate ongoing growth and market penetration thru direct sales activities and will need to establish long-term strategic relationships with individuals and businesses thru the building of strong personal relationships that promote a solid book of business.  This is a quota bearing position. The NAM will work with the Bestpass market segment teams, Inside Account Executives and Customer Services group with cross-functionality in multiple tasks that include sales opportunity identification and customer implementation.


    • Identify and acquire new business relationships in support of strategic initiatives that are supported by Bestpass products and SaaS based toll management services.

    • Manage and over-achieve Bestpass sales forecast and personal performance plan.

    • Conduct weekly and monthly face to face to meetings, strategic engagements, and sales pipeline activities with key sales prospects in the North American Market.

    • Drive pipeline development, identify potential sales opportunities, define a solutions vision, develop business cases and ROI analysis, and close sales.

    • Create a comprehensive sales plan, which will serve as the road map for developing Bestpass relationships at the National level.

    • Orchestrate cross company resources to support personal Sales initiatives.

    • Conduct Quarterly Business Reviews with the Bestpass leadership team. 

    • Attend Customer Events and Tradeshows as required.

    • Up to 60% travel


    Requirements

    What are we looking for?

    • Bachelor’s Degree Preferred

    • Overall 5+ years of related industry experience (Trucking, Fuel Card, FinTech, Wireless, M2M, MRM Solutions)

    • Highly developed knowledge and understanding of all business development activities

    • Strategic sales skills, ability to grasp strategic initiatives & vision of target accounts, to facilitate sales & effectively close business.

    • Leadership, consensus-building abilities with a proven track record of coordinating and mobilizing resources productively.

    • Must be experienced in basic personal computer operation and capable of effectively using current Microsoft Windows applications (Excel & Word) and custom Bestpass software.

    • CRM system knowledge (Salesforce.com or equivalent)

    • Proven background or aptitude for business development


    Bestpass is a unique and growing company in upstate New York. We care about our customers and deliver service and solutions that make a real difference in their businesses.  Teamwork and collaboration is key to help our colleagues and customers solve their challenges and be successful. INTERESTED IN JOINING A WINNING TEAM? Apply now!

     
  • National Account Manager ( Florida or Georgia based)

    The National Account Manager (NAM) position is responsible for acquiring new enterprise level business clients, as well as maintaining existing accounts within a specific segment size in the North American market (US, CA & MX). The NAM is responsible for utilizing effective sales strategies to secure the sale of Bestpass products and SaaS based toll management services.


    At Bestpass our goal is to offer flexible and powerful solutions based on our innovative technology & services platform to assist in the creation of a transport sector that is responsive to the evolving needs of business, government and the wider community.


    This position is responsible for building and maintaining strong relationships with our customers within the assigned market segment. The NAM maintains effective communications between Sr. leadership, sales support, operations, implementation and customer service to effectively handle the life-cycle of a customer, from lead to prospect, to close and beyond.


    This is an essential position requiring a highly self-motivated individual contributor working remotely, with the ability to handle multiple sales tasks at the same time.


    This role is both challenging and rewarding, giving the NAM a career growth path with opportunities in Bestpass sales hierarchy. As a member of a fully integrated sales and marketing team, this position focuses on growing a new and existing customer base and will carry an individual quota and uncapped earning potential.?

    Once trained, you will use a combination of National sales initiatives and tools to sell Bestpass products and services, that help to build the Bestpass brand in the North American market.


    The NAM position will be responsible to acquire and facilitate ongoing growth and market penetration thru direct sales activities and will need to establish long-term strategic relationships with individuals and businesses thru the building of strong personal relationships that promote a solid book of business. This is a quota bearing position. The NAM will work with the Bestpass market segment teams, Inside Account Executives and Customer Services group with cross-functionality in multiple tasks that include sales opportunity identification and customer implementation.


    • Identify and acquire new business relationships in support of strategic initiatives that are supported by Bestpass products and SaaS based toll management services.

    • Manage and over-achieve Bestpass sales forecast and personal performance plan.

    • Conduct weekly and monthly face to face to meetings, strategic engagements, and sales pipeline activities with key sales prospects in the North American Market.

    • Drive pipeline development, identify potential sales opportunities, define a solutions vision, develop business cases and ROI analysis, and close sales.

    • Create a comprehensive sales plan, which will serve as the road map for developing Bestpass relationships at the National level.

    • Orchestrate cross company resources to support personal Sales initiatives.

    • Conduct Quarterly Business Reviews with the Bestpass leadership team.

    • Attend Customer Events and Tradeshows as required.

    • Up to 60% travel


    Requirements

    What are we looking for?

    • Bachelor’s Degree Preferred

    • Overall 5+ years of related industry experience (Trucking, Fuel Card, FinTech, Wireless, M2M, MRM Solutions)

    • Highly developed knowledge and understanding of all business development activities

    • Strategic sales skills, ability to grasp strategic initiatives & vision of target accounts, to facilitate sales & effectively close business.

    • Leadership, consensus-building abilities with a proven track record of coordinating and mobilizing resources productively.

    • Must be experienced in basic personal computer operation and capable of effectively using current Microsoft Windows applications (Excel & Word) and custom Bestpass software.

    • CRM system knowledge (Salesforce.com or equivalent)

    • Proven background or aptitude for business development


    Bestpass is a unique and growing company in upstate New York. We care about our customers and deliver service and solutions that make a real difference in their businesses. Teamwork and collaboration is key to help our colleagues and customers solve their challenges and be successful. INTERESTED IN JOINING A WINNING TEAM? Apply now!

     
  • Fulfillment Coordinator - Full Time position - Albany, NY

    Our Fulfillment Coordinator is responsible for the efficient processing of complex transponder orders to meet the needs of our customers in a fast-paced team environment.  This is a full-time (40 hours per week) "in-the-office" position (not a warehouse environment).  The starting compensation for the role is $14.30 per hour and is eligible for all company benefits upon hire!


    What you will be doing:

    • Learning and obtaining a thorough understanding of the various device types used within our department
    • Receiving inventory and assigning to appropriate accounts utilizing bar code scanner or transponder reader
    • Shipment prep work: stickering, casing, and adhesives
    • Continuously maintaining supplies, inventory, cleanliness, and organization within processing area and storage room
    • Processing Returns: Transponder op-test, de-casing, cleaning, applying adhesive, restocking returned transponders, removal of transponders from client accounts, & external customer email communications
    • Processing assigned customer transponder orders using our proprietary system and Enhanced Mailing Shipping (EMS) Neopost system
    • Mid-day and end-of-day shipping carrier account closeout (UPS & USPS)
    Requirements

    What are we looking for in candidates?

    • Prior experience working in a fulfillment/order processing environment a big +!
    • Fast learner - retains information and isn't afraid to ask questions
    • Ability to work independently and with a team in a dynamic and fast-paced environment
    • Reliable
    • Flexibility with hours within our regular business hours of operation (Monday-Friday)


    What do you need to know about us?

    Start 2021 with one of the top 10 fastest growing companies in the Capital Region! We recently surpassed 10,000 customers, with more than 630,000 active transponders on the road, facilitating 280,000 seamless transactions per day for customers on the company’s nationwide toll coverage network.  We care about our customers and deliver service and solutions that make a real difference in their businesses.  Our continued growth includes new toll management products and services and a significant expansion of employees in all major functions. Teamwork and collaboration is key to help our colleagues and customers solve their challenges and be successful. 


    Great Benefits!  No- or Minimal-cost individual health care insurance, dental, life and short-term disability insurance, 401K retirement savings, 9 holidays and generous PTO.


     INTERESTED IN JOINING A WINNING TEAM? Apply now!

     
  • Customer Service Representatives - Albany, NY Office-based role

    Bestpass is looking to add energetic, dependable, customer-focused individuals to our Customer Service team. Our Customer Service Representatives (CSR) are responsible for providing superior professional support to our customers on our services. The CSR works to resolve customer inquiries or issues via phone (60%), chat (20%) or email (20%). (Our team does not work late evening or weekend hours!)


    Can you consistently and professionally perform these duties for our customers?

    • Provide professional, friendly & timely phone support

    • Recommend actions to resolve customer issues

    • Live Chat customer support

    • Create and maintain customer accounts in our proprietary account management system

    • Provide shipping and receiving support, as needed, to ensure customer satisfaction

    • Provide assistance with customer billing questions

    • Communicate, collaborate and troubleshoot with internal team members as needed


    Requirements

    What do you need to be successful in this role?

    • 1-2 year’s prior customer service experience
    • Ability to consistently communicate effectively and professionally with customers and team members
    • Intermediate Excel skills
    • Ability to utilize problem solving skills for issues and inquiries from customers
    • Continually contribute to cohesive team environment
    • Ability to multi-task and manage multiple accounts in a consistent and efficient manner with a high attention to detail
    • Experience with Salesforce or similar systems

    Who is Bestpass and what do we do?

    Bestpass provides a comprehensive payment platform with a focus on nationwide toll management for commercial fleets of all shapes and sizes. With more than 9,000 customers and more than 620,000 deployed toll transponders in the United States and Canada, Bestpass ensures data accuracy, consolidates payments, delivers invaluable industry expertise, and saves its users time and money. We care about our customers and deliver service and solutions that make a real difference in their businesses. We have a casual work environment with a passion for developing creative, innovative best-in-class solutions. Teamwork and collaboration is key to help our colleagues and customers solve their challenges and be successful.


    Our Vision:

    • We will continuously innovate to provide best in class solutions to our providers, customers and partners.
    • We will understand the key challenges in each of our markets to collaborate with our customers to creatively meet their needs with unparalleled service.
    • We will engage top caliber talent, investing in our team’s growth and success around a firm set of shared values.

    Interested in joining a winning team? APPLY NOW!

     
  • Customer Service Manager - Albany, NY based position

    At Bestpass our goal is to offer flexible and powerful solutions based on our innovative technology and services platform to assist in the creation of a transport sector that is responsive to the evolving needs of business, government and the wider community.


    We provide a comprehensive payment platform with a focus on nationwide toll management for commercial fleets of all shapes and sizes. With more than 9,000 customers and more than 620,000 deployed toll transponders in the United States and Canada, Bestpass ensures data accuracy, consolidates payments, delivers invaluable industry expertise, and saves its users time and money.


    The Customer Service Manager will provide a productive and motivating work environment ensuring the department is efficient with the goal to increase customer satisfaction, loyalty and retention and to meet their expectations. The Customer Service Manager will provide a productive and motivating work environment ensuring the department is efficient with the goal to increase customer satisfaction, loyalty and retention and to meet their expectations. 


    • Manages our CSR team and ensures service procedures, policies and standards are met particularly related to quality of service.

    • Monitors or reviews calls or other correspondence between representatives and customers to ensure quality customer service.

    • Ensures that representatives are informed about changes to company products and services.

    • Collects data and prepares reports on customer inquiries and complaints; analyzes department metrics.

    • Prepares monthly reports summarizing the customer service teams’ performance.

    • Prepares knowledge-based documents such as summaries and responses to frequently asked questions.

    • Identifies opportunities to update or improve customer service procedures, works collaboratively to implement and manage change.  

    • Manages Customer Service department budget and assists with annual budget preparation.

    • Continually work to improve customer service experience to create engaged customers and facilitate organic growth.


    Requirements

    • Five (5) + years’ experience of direct management of Customer Service teams

    • Experience with call center and high-touch customer service models a plus 

    • Excellent management and supervisory skills

    • Excellent verbal and written communication skills

    • Extensive knowledge of customer service procedures and principles

    • Organized with attention to detail

    • Ability to resolve customer complaints and issues while maintaining a professional and calm demeanor

    • Ability to coach and mentor customer service representatives

    • Proficient in Microsoft Office Suite or related software

    • Bachelors’ degree in business, communications, or relevant field


    Bestpass is a unique and growing company in Albany, New York. We care about our customers and deliver service and solutions that make a real difference in their businesses. We have a casual work environment with a passion for developing creative, innovative best-in-class solutions. Teamwork and collaboration is key to help our colleagues and customers solve their challenges and be successful. INTERESTED IN JOINING A WINNING TEAM? Apply now!


    This position is based in our Albany, NY office.


     
  • Support Operations Coordinator - Albany, NY based position

    Support Operations Coordinator is responsible for providing a wide variety of processes and tasks related to serving our internal and external customers efficiently and effectively.


    Process existing customers toll data and updates as needed

    o Open & scan mail

    o Violations (toll & speed)

    o Unposted toll

    o Exceptions/credit request processing: AMIS

    o Updates: Transponder; weigh station; PrePass

    o Update weekly KPI

    o Additional data, administrative, & clerical support to internal and external customers as needed

    o Perform customized customer audits, in-depth data analysis and manipulations, as requested

    • Set up new owner operator or consumer-based accounts

    • Utilize CRM Platform for all applicable communication

    • Utilize Wrike for management & collaboration of work as well as periodic time tracking of tasks 

    • Become Subject Matter Expert (SME) in minimum of one core Support Services function to address cross departmental questions, provide training, and/or troubleshoot issues within that function

    • Assist in onboarding and training of new staff and/or department interns, as requested

    • Update existing SOPs as needed; collaborate on the creation of SOPs for new and evolving processes 

    • Continually seek process improvement and efficiencies and communicate ideas and suggestions


    Requirements

    • 1-2 years working in a data entry and processing role

    • Strong organization skills and attentive to details

    • Proficient in MS Office – Excel, Word, and Outlook

    • Possesses and demonstrates Bestpass Core Competencies and Values

    • HS diploma/GED; Associate/Bachelors degree a plus 


    Bestpass is a unique and growing company in the Capital District (#4 in the Albany Business Review's Fastest Growing Companies). We care about our customers and deliver service and solutions that make a real difference in their businesses. We have a casual work environment with a passion for developing creative, innovative best-in-class solutions. Teamwork and collaboration is key to help our colleagues and customers solve their challenges and be successful.

     

Don't see a position for you? We'd like to know what you could bring to our team. Please send us a PDF of your resumé.

Work-Life Balance

We strive for every employee to have a work-life balance that is enjoyable and fulfilling. To help with this, Bestpass offers:

  • PTO Days
  • Paid holidays
  • Birthday PTO Day
  • Tuition reimbursement
  • A toll transponder to use while on vacation

Health

To assist with employee health needs, Bestpass offers:

  • Four health plan options
  • On-site flu shots & monthly visiting massage therapists
  • A generous HSA employer contribution
  • Monthly health and wellness programs
  • Dental and vision insurance options
  • Health reimbursement accounts

Income Protection and Retirement Planning

To help employees get the most from their money, Bestpass offers:

  • A 401K retirement plan with employer match
  • An employer provided short-term disability plan
  • Life insurance and AD&D
  • AFLAC Supplemental Insurance

Perks

Bestpass wants all employees to have fun and enjoy being part of the company, perks include:

  • Casual dress code & Bestpass swag!
  • Onsite dry-cleaning services
  • Field Goods produce delivery
  • 9 Mile East Meal Delivery
  • AAA discounts available
  • Softball team, pick-up basketball, video games, darts & competitive tournaments
  • Massage days

#BestpassGives

Bestpass is committed to making a meaningful contribution to the community, including:

  • Employee volunteer days at food banks and urban farms
  • Nonprofit toll sponsorship program
  • Adopting families during the holidays and preparing meals throughout the year
  • Board service
  • Workforce Team Challenge and other team events

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We hope that you are enjoying 2021 so far. Bestpass employees have partnered up to help achieve their fitness goals... Stay tuned for our team's progress! #bestpassteam
We recently hit a significant milestone in 2020, $1.2 billion in toll! Read more-- bestpass.com/about-us/news/… #tollmanagement

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