Job Id: 257811
Job Title: Customer Service Representative
Location: Otay Mesa CA (Onsite)
Schedule: Monday – Friday – Part time hours 11:15am – 4:15pm AND 12:00pm – 5:15pm
Duration: Temp to Hire
Pay: $18.00/hr – $20.00/hr per hour
CUSTOMER SERVICE REPRESENTAIVE
This is a call center environment the Customer Service Representative will take high volume of incoming calls to support our customers on the SR125 Toll Road and the I-15 Express Lanes.
Job Responsibilities
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Provide prompt courteous and helpful assistance to customers.
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Educate and inform customers about promotional offers; actively market FasTrak transponder accounts and distribute information to interested customers.
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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.
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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.
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Maintain accurate account information and records of customer communications using a Customer Relationship Management (CRM) software; maintain the confidentially and integrity of customer data.
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Assemble welcome kit and account materials; refurbish and test transponders.
Experience and Qualifications
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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:
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Experience working in a high-volume professional call center environment answering inbound and conducting outbound customer service calls.
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Demonstrated knowledge of effective customer service techniques; experience diffusing and resolving difficult or hostile customer interactions is desirable.
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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.
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Experience processing account payments including credit card and cash transactions; ability to perform mathematical calculations.
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Experience performing data entry tasks with a high degree of speed and accuracy.
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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.
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Demonstrated computer software proficiency using the Microsoft Office Suite and conducting Internet research; experience with call center/CRM software applications is desirable.
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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.