Job Details

divh2Customer Service Representative I/h2pWSP is currently initiating a search for a strongCustomer Service Representative I/strong./ppThis position is based out of strongCosta Mesa, CA/strong./ph3Job Summary/h3pThe 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./ph3Duties And Responsibilities/h3pInclude some or all of the following. Supervisor may assign other duties as needed./pulliServe as the first point of public contact for all customer service issues/liliPromote positive customer relations with customers and coworkers/liliRespond to calls from the public and provide general information and service/liliMaintain a thorough knowledge and understanding of the customer service center and operations to assist customers and resolve problems/liliResolve product or service problems by clarifying the customers 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/liliQuickly and accurately identify and assess individual needs, as well as take the appropriate action steps to satisfy those needs/liliMaintain customer records by updating account information./liliProcess requests for new customer accounts/liliOpen cases for unsolved customer inquiries/liliProcess customer disputes/liliProcess the closing of customer accounts and initiate refunds when required/liliPerform updates to toll violations, violation payments, customer payments or accounts to keep demographics, vehicle, and credit card information current/liliConsistently meet established productivity, schedule adherence, and quality standards./liliCommunicate effectively with a variety of people across various levels both within and outside the organization./liliMake positive suggestions on improving and streamlining workflow processes and enhancing profitability/liliDevelop a strong teamwork ethic/liliFollow communication procedures, guidelines, and policies/liliProvide face-to-face customer service with walk-in center customers when required/liliRespond to customer emails from the customer service email inbox to answer questions and provide assistance when required/liliRespond to customer chat and text to answer questions and provide assistance when required/liliOther duties as assigned./li/ulh3Qualifications/h3pTo 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./pulliExcellent phone etiquette/liliExcellent verbal communication skills/liliExcellent attendance and punctuality/liliEnjoy providing prompt and timely service to our customers/liliPossess strong interpersonal skills and have compassion and empathy for customer situations/liliBe energetic, self-motivated, and quick-thinking/liliAbility to work flexible eight (8) hour shift between 8:00 a.m. to 6:00 p.m. Monday to Friday/liliMust be able to pass background and drug screenings/liliAbility to achieve and maintain departmental performance standards/liliAbility to work in a team environment or independently while being flexible and open to learning new experiences in a fast?paced changing environment/liliAbility to read and comprehend normal instructions, correspondence, and memos/liliAbility to effectively present information in one?on-one situations to customers, clients, and other employees of the organization/liliAbility to apply common sense understanding to carry out detailed written or oral instructions/li/ulh3Physical Demands/h3ulliAbility 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./liliAbility to adhere to strict attendance requirements/liliPrimarily sedentary physical work requiring ability to lift a maximum of 10 pounds/liliMust be able to lift, carry, walk, and stand/liliVision for reading, recording, and interpreting information/liliFrequent speech communication, hearing and listening to maintain communication/liliDaily use of computer and keyboard, standard office equipment and telephone/liliAbility to access, input, and retrieve information from the computer/liliFrequent hand/eye coordination to operate computer keyboard and office equipment/liliNoise level in the work environment is quiet to moderate/li/ulh3Supervisory Responsibilities/h3pThis position has no supervisory responsibility./ph3Education And/Or Experience/h3ulliHigh school diploma or general education degree (GED)/liliCustomer service experience a plus/liliBilingual Spanish is a plus/liliBilingual Vietnamese is a plus/li/ulh3Wsp Benefits/h3pWSP provides a comprehensive suite of benefits focused on providing health and financial stability throughout the employees 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./ph3Compensation/h3pExpected Salary $19/HR/ppAdditional $0.50/HR for Spanish or Vietnamese speakers/p/div