Job Description

Job description

Call Center Customer Service Role - Temp to Hire for the right candidate - BILINGUAL SPANISH REQUIREMENT

Shift: 8 a.m. to 6 p.m.

This is a call center environment, the Customer Service Representative will take incoming calls to support customers on the SR125 Toll Road.

JOB RESPONSIBILITIES:

• Provide prompt, courteous, and helpful assistance to customers.
• Educate and inform customers about promotional offers; actively market FasTrak transponder accounts and distribute information to interested customers.
• Respond to a broad range of inquiries from customers related to payment of tolls, pre-paid FasTrak accounts, and general questions about the toll road and the express lanes; most customer interaction is by telephone, as well as in person.
• Contact and provide information to customers about toll amounts due; educate customers about payment options; prepare collection notices for overdue account balances; diffuse difficult customer situations and facilitate account resolution.
• Maintain accurate account information and records of customer communications using a Customer Relationship Management (CRM) software; maintain the confidentially and integrity of customer data.
• Assemble welcome kit and account materials; refurbish and test transponders.

EXPERIENCE AND QUALIFICATION:

• Candidates should possess a high school diploma, or equivalent, and two years of recent experience in a customer service environment. Key qualifications for these positions include:
• Experience working in a high-volume, professional call center environment, answering inbound and conducting outbound customer service calls.
• Demonstrated knowledge of effective customer service techniques; experience diffusing and resolving difficult or hostile customer interactions is desirable.
• Experience maintaining customer account records in an electronic database; experience researching account information and providing accurate responses to customer questions; ability to explain information clearly and concisely.
• Experience processing account payments, including credit card and cash transactions; ability to perform mathematical calculations.
• Experience performing data entry tasks with a high degree of speed and accuracy.
• Knowledge of telephone etiquette; excellent verbal and written communication skills including appropriate use of the English language; ability to write emails and draft routine correspondence; Spanish language skills are desirable.
• Computer software proficiency using the Microsoft Office Suite, and conducting Internet research; experience with call center/CRM software applications is desirable.
• Candidates must pass a pre-employment criminal background check; periodic background checks will be a condition of ongoing employment. The selected candidates also can anticipate a driving record check upon hire, and approximately annually thereafter.