The Call Center Customer Service Representative (CSR) will be responsible for handling customer inquiries into the Service Center. Position requires excellent organizational skills, attention to detail and the ability to interface effectively with external and internal customers. Excellent written and oral communication skills preferred. 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 RESPONSIBLITIES include some or all of the following. Supervisor may assign other duties as needed.
Inbound Customer Service phone calls and assisting walk-up customers when needed.
Large volume of data entry.
Verify Correct Vehicle and DMV information to create New Go-Pass accounts in between Customer phone calls at a high rate of efficiency with excellent quality.
Help ensure phone coverage is always maintained from 8:00 a.m. - 5:00 p.m., Monday through Friday in the call center.
Meet or exceed required Key Performance Indicators for Call Center Customer Service Representative
Other Duties: Perform related tasks as assigned by the Call Center Supervisor
Due to the demands of this position, outstanding attendance is required.
QUALIFICATIONS
Must be Bilingual (English/Spanish)
Prior contact center experience preferred.
Must be proficient with CSC and VPC systems, Windows 95/XP, and experienced with Word, Excel and Access
Must pass a Background Check and Pre-employment Drug Screen
Must pass Skills Assessment tests.
Ability to lift a maximum of 10 pounds.
ESSENTIAL JOB FUNCTIONS
Use keyboard and mouse.
Ability to or quickly learn to process / correspond to e-mail and respond as needed.
Ability to or quickly learn navigate Windows interface on monitor.
Ability to or quickly learn user end of Automated Call Distribution phone system.
Know, or quickly learn the GO-PASS Back Office system thoroughly.
Ability to adhere to strict attendance requirements.
Ability to achieve and maintain departmental performance standards.
Excellent written and oral communication skills
Strong problem-solving skills.
SUPERVISORY RESPONSIBLITIES
This position has no supervisory responsibility.
PHYSICAL DEMANDS
Primarily sedentary physical work requiring ability to lift a maximum of 10 pounds; occasional lifting, carrying, walking and standing; frequent hand/eye coordination to operate computer keyboard and office equipment; vision for reading, recording and interpreting information; frequent speech communication, hearing and listening to maintain communication; daily use of computer keyboard, standard office equipment and telephone.
WSP offers a competitive and comprehensive benefits package, including medical insurance, to all regular part-time and full-time employees.
