Job Description

WE ARE HIRING FOR BOTH PERMANENT, TEMPORARY, FULL TIME AND PART TIME POSITIONS.

Cofiroute USA is an American Company which is owned by VINCI, a global leader in highway development, tolling, operations, and consulting. We strive to provide advanced tolling and mobility services and solutions to the transportation industry. Our mission is to help our customers achieve all electronic toll collection, traffic operations and customer service excellence through world‐class operations management and strategic consulting services and innovative software solutions.

Cofiroute USA is the current operator selected by the Orange County Transportation Authority (“OCTA”) and Riverside County Transportation Commission (“RCTC”) to provide a turnkey operation of the 91 Express Lanes toll facility.

We focus on maintaining a positive quality of life and work balance for our employees. Our ultimate goal is to provide such an environment in which you will enjoy coming into work daily! We recognize talent, effort and dedication and we reward these distinctive qualities.

Availability: Varied hours between the hours of 8:00am and 6:30pm, Monday through Friday

RESPONSIBILITIES

• Promote positive customer relations with customers and coworkers.
• Answer 100+ routine and non‐routine customer calls daily.
• Acquire a working knowledge of our database.
• Communicate effectively with a variety of people across various levels both within and outside the organization.
• Make positive suggestions on improving and streamlining work flow processes and enhancing profitability.
• Develop a strong team work ethic.
• Consistently meet established productivity, schedule adherence and quality standards.
• Quickly and accurately identify and assess individual needs, as well as take the appropriate action steps to satisfy those needs.
• Provide information about products and services.
• Maintains customer records by updating account information.
• Follow communication procedures, guidelines and policies.
• Resolves product or service problems by clarifying the customer's complaint; determining the cause of the problem; selecting and explaining the best solution to solve the problem; expediting correction or adjustment; following up to ensure resolution.
• Provide face to face customer service with walk in customers.
• Other duties as assigned.

QUALIFICATIONS To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

• Excellent phone etiquette
• Excellent verbal communication skills
• Excellent attendance and punctuality
•  Enjoy providing prompt and timely service to our clients
• Be extremely detail‐orientated, efficient and possess superior written and verbal communication
• Must possess strong interpersonal skills Have compassion and empathy for customer situations
• Have excellent customer service skills with the ability to build and maintain customer relationships
• Be energetic, self‐motivated and quick‐thinking
• Have the ability to work in team environment or independently while being flexible and open to learning new experiences in a fast‐paced changing environment
• Ability to read and comprehend normal instructions, correspondence, and memos
• Must be able to organize and write correspondence and memos in a logical/methodical manner
• Ability to effectively present information in one‐on‐one situations to customers, clients and other employees of the organization
• Ability to apply common sense understanding to carry out detailed written or oral instructions
• Ability to deal with problems involving a few concrete variables in standardized situations
• Excellent computer skills required, including knowledge of various Microsoft Office programs

EDUCATION AND/OR EXPERIENCE High school diploma or general education degree (GED) Customer Service Experience a plus Bilingual Spanish a plus WORK ENVIRONMENT The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. While performing the duties of this job, the employee is regularly required to use hands and reach with hands and arms, hear talk. The employee occasionally is required to stand; sit; and stoop, kneel, or crouch, walk. The employee may occasionally be required to lift and/or move up to 20 pounds. Taking phone calls in a work environment that is usually moderate to loud. Working and navigating on a computer.

BENEFITS We offer a comprehensive benefits package designed to help our employees meet their responsibilities at home and at work, and to improve their quality of life. Depending on your employment status you may be eligible for all or some of the benefits offered. 

• Medical
• Dental
• Vision
• Basic Life
• AD&D
• Short Term & Long-Term Disability
• 401(k) Retirement Plan with company matching
• Vacation
• Paid Holidays
• Sick Leave
• Bereavement Leave
• Employee Assistance Program
• Flexible Spending Account Plan
• Tuition Reimbursement Program