LOUISVILLE, Ky. — RiverLink switched tolling providers in Sept. 2023. RiverLink is the company that manages the tolls for travel across some bridges that connect Louisville to southern Indiana. 

What You Need To Know

  • RiverLink customers now receive one monthly bill for tolls, instead of charges after each bridge crossing

  • The switch has more people calling in for customer services

  • RiverLink is hiring more representatives to assist with long wait times

  • The company has also paused putting holds on car registrations due to unpaid tolls

RiverLink started back-billing customers in Jan. 2024 using a single monthly billing statement rather than charging after each bridge crossing. The change has more people calling RiverLink and experiencing long wait times.

“It is absolutely a priority for the states to improve customer service as quickly as possible. We have people who are reaching out for assistance who are spending too much time waiting for that help,” said Mindy Peterson, RiverLink’s spokesperson. 

She said the company is actively working to improve customer service. 

Peterson added, “We are hiring additional customer service representatives, so each and every day we are seeing those hold times decrease those numbers are trending in the right direction.” 

To help customers more efficiently, Peterson said the company has hired 50 new customer service representatives in the last month for a local call center. New training sessions for employees is starting this week.

RiverLink says holds on vehicle registrations because of unpaid tolls have not been implemented by the new provider yet.  The company says no date has been set to begin sending vehicle registration holds.

RiverLink continues to hire customer representatives. Starting pay is over $22 dollars an hour and the application is available online.

 

Related Stories