Today, the Transportation Corridor Agencies (TCA) announced plans to close its San Clemente Customer Service Center on March 1, 2019, in an effort to consolidate customer service functions, which will result in significant savings.
First opened in 1999 as a project information center with limited customer service, the San Clemente center gradually transitioned into a boutique customer service location housing less than 10 representatives. With the vast majority of customer service functions performed online and via The Toll Roads’ app, the San Clemente facility, with its limited capacity and redundancy, reflects an opportunity for cost savings.
“As part of our continuous improvement efforts, we are constantly looking for ways to offer our 1.5 million accountholders and 320,000 daily customers the best service possible and save money in our operations,” said Samuel Johnson, TCA’s Chief Operations Officer. “While our service center in San Clemente doesn’t provide the value it once did, we remain committed to each of our member cities, including San Clemente.”
The Toll Roads’ – State Routes 73, 133, 241 and 261 – customer service operations serve nearly 1.5 million FasTrak® and ExpressAccount® customers. Each month, TCA’s call centers manage more than 100,000 inbound calls, and 3,000 outbound calls. TCA currently handles – and will continue to handle - about 3,300 walk-in customers at the main office in Irvine, CA. The San Clemente Customer Service Center’s current four employees will be offered positions at the Irvine location.
To reach customer service, customers can call (949) 727-4800, Monday through Friday, 8 a.m. to 6 p.m. and Saturday, 9 a.m. to 2 p.m. The Irvine Service Center is located at 125 Pacifica, Suite 120, Irvine, and is open to the public Monday through Friday, 7:30 a.m. to 5:30 p.m. Customers can also visit TheTollRoads.com for account maintenance, account sign-ups and online toll payments.
The Transportation Corridor Agencies (TCA) are two joint powers authorities formed by the California legislature in 1986 to plan, finance, construct and operate Orange County’s public toll road system. Fifty-one miles of the system are complete, including the 73, 133, 241 and 261 Toll Roads. TCA continues to meet the region’s growing need for congestion-free transportation alternatives.
