Job Title: Customer Service Representative (Part Time, Bilingual English/Spanish is a plus!)
Location: Otay Mesa, CA (Onsite)
Schedule: Monday - Friday - Part time hours: 12:30pm - 6:30pm.
Duration: Temp to Hire. The hours of operation are 8am - 6pm. Shifts may change between the hours of operation, based on business need.
Pay: $18.00/hr - $20.00/hr per hour (DOE)
CUSTOMER SERVICE REPRESENTAIVE
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 and rotate to the front office area to assist with in person customers.
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 Customer Relationship Management (CRM) software; maintain the confidentiality and integrity of customer data.
Assemble welcome kit and account materials; refurbish and test transponders.
Experience and Qualifications
Bilingual English/Spanish is preferred
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.
Demonstrated 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.
Flexible availability to work a shift during the hours of operation (8am - 6pm), as assigned, based on business need.