LOUISVILLE, Ky. — RiverLink is hiring more customer service representatives and raising wages to retain more workers and handle the large influx of calls they've been receiving.
The Joint Board for the Louisville -- Southern Indiana Ohio River Bridges Project has approved a change order designed to improve customer service for drivers using the tolled bridges.
The order includes temporarily adding immediate customer care support with dozens of additional representatives and increasing the pay for local customer service representatives at the new call center in downtown Louisville.
“Transitioning to a new tolling system and resuming invoicing has led to a large spike in customer service needs, and we’re working hard to answer that demand,” Amanda Spencer, assistant state highway engineer with the Kentucky Transportation Cabinet, said. “We know this will not be an immediate fix, but it’s a big step in the right direction. We appreciate our customers’ patience during this transition period.”
In addition, hourly rates are being increased to help retain local customer service representatives. According to RiverLink officials, these workers will receive a pay increase of up to $5/hour.
“The states were committed to building a local call center when we changed providers, and we’re just as committed to building and retaining a quality team to assist our customers,” Matt Fulkerson, tolling operations director for the Indiana Department of Transportation, said. “The competitive labor market is still reacting to high inflation rates, and we want to invest in local jobs. We value our representatives and the assistance they’re offering our customers.”
The Joint Board is investing just over $1 million to supplement the hourly rates of customer service representatives. The increase is only for employees at the downtown Louisville call center and the local RiverLink Walk-Up Centers.
If you're interesting in applying as a customer care representative for RiverLink, click here.
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