Customer Service Representative I

Customer Service Representative I

WSP is currently initiating a search for a Customer Service Representative I. This position is based out of Costa Mesa, CA.

Job Summary

The Customer Service Representative I is responsible for handling customer inquiries into the Service Center. This may include phone and email response, walk-in center customer service, inbound call customer service and inbound mail response. CSR may be reassigned on a long term or temporary basis to other shifts or other schedules to balance manpower or meet the needs of the company.

Duties And Responsibilities Include Some Or All Of The Following. Supervisor May Assign Other Duties As Needed.

Serve as the first point of public contact for all customer service issues

Promote positive customer relations with customers and coworkers

Respond to calls from the public and provide general information and service

Maintain a thorough knowledge and understanding of the customer service center and operations to assist customers and resolve problems

Resolve 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

Quickly and accurately identify and assess individual needs, as well as take the appropriate action steps to satisfy those needs

Maintain customer records by updating account information.

Process requests for new customer accounts

Open cases for unsolved customer inquiries

Process customer disputes

Process the closing of customer accounts and initiate refunds when required

Perform updates to toll violations, violation payments, customer payments or accounts to keep demographics, vehicle, and credit card information current

Consistently meet established productivity, schedule adherence, and quality standards.

Communicate effectively with a variety of people across various levels both within and outside the organization.

Make positive suggestions on improving and streamlining workflow processes and enhancing profitability

Develop a strong teamwork ethic

Follow communication procedures, guidelines, and policies

Provide face-to-face customer service with walk-in center customers when required

Respond to customer emails from the customer service email inbox to answer questions and provide assistance when required

Respond to customer chat and text to answer questions and provide assistance when required

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.

Excellent phone etiquette

Excellent verbal communication skills

Excellent attendance and punctuality

Enjoy providing prompt and timely service to our customers

Possess strong interpersonal skills and have compassion and empathy for customer situations

Be energetic, self-motivated, and quick-thinking

Ability to work flexible eight (8) hour shift between 8:00 a.m. to 6:00 p.m. Monday to Friday

Must be able to pass background and drug screenings

Ability to achieve and maintain departmental performance standards

Ability to work in a 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

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

Physical Demands

Ability to safely and successfully perform the essential job functions consistent with the ADA, FMLA (Family Medical Leave Act) and other federal, state, and local standards, including meeting qualitative and/or quantitative productivity standards.

Ability to adhere to strict attendance requirements

Primarily sedentary physical work requiring ability to lift a maximum of 10 pounds

Must be able to lift, carry, walk, and stand

Vision for reading, recording, and interpreting information

Frequent speech communication, hearing and listening to maintain communication

Daily use of computer and keyboard, standard office equipment and telephone

Ability to access, input, and retrieve information from the computer

Frequent hand/eye coordination to operate computer keyboard and office equipment

Noise level in the work environment is quiet to moderate

Supervisory Responsibilities

This position has no supervisory responsibility.

Education And/Or Experience

High school diploma or general education degree (GED)

Customer service experience a plus

Bilingual Spanish is a plus

Bilingual Vietnamese is a plus

Wsp Benefits

WSP provides a comprehensive suite of benefits focused on providing health and financial stability throughout the employee's career. These benefits include coverage related to medical, dental, vision, disability, and life; retirement savings; paid sick leave; paid vacation (or other personal time); paid parental leave; and paid time off for purposes of bereavement, voting, and/or attendance at naturalization proceedings.

Compensation

Expected Salary $19/HR

Additional $0.50/HR for Spanish or Vietnamese speakers