Customer Service Representative - Onsite

Customer Service Representative

WSP is currently initiating a search for several Customer Service Representatives!

This position is based ONSITE out of Concord, CA.

Compensation: Expected Salary $23.00/HR. Additional $0.50/HR for previous Clipper experience OR validated language proficiency in Spanish, Cantonese, Mandarin or Tagalog.

Job Summary

The Clipper START Customer Service Representative (CSR) is responsible for handling inbound customer inquiries into the Clipper START Customer Service Center (CSC). This will include phone, email, and chat responses. The CSR will be assigned to a set schedule based on the company's hours of operation and its specific operational requirements. This schedule ensures that adequate coverage is provided during peak times while aligning with the needs of the business.

Duties and Responsibilities

• Accept, review, and process electronic and paper applications for the Clipper START Program in accordance with established program criteria, procedures, and processing timelines.
• Review applicant documentation to verify identity and income eligibility, determine whether applications meet program requirements, and accurately approve, deny, or request additional information as authorized.
• Enter paper-based applications into the Clipper START customer relationship management system and digitize and upload supporting verification documents.
• Provide phone and email assistance throughout the application and re-enrollment process, including responding to questions concerning application status, eligibility requirements, documentation, and card fulfillment.
• Use approved language services to assist customers who require support in languages other than English.
• Handle customer applications, identity documents, income documentation, and other personally identifiable information in accordance with applicable privacy, security, and confidentiality requirements.
• Serve as the primary point of contact for customers by responding to inquiries through phone, email, chat, or text; providing clear information about products, services, and company policies; and addressing customer needs effectively.
• Promote positive relationships with customers and coworkers by providing friendly, efficient, and effective service.
• Promote and educate customers on self-service options.
• Maintain a thorough understanding of the CSC operations to assist customers and resolve problems effectively.
• Assess customer needs and resolve product or service issues by clarifying concerns, determining the cause, taking or explaining the appropriate solution, and following up as needed to support customer satisfaction.
• Maintain accurate, current records in the designated CRM system, including customer account information, communications, application activity, correspondence, eligibility decisions, and case outcomes.
• Open cases for unsolved customer inquiries.
• Consistently meet or exceed established goals related to productivity, schedule adherence, and quality standards.
• Perform additional tasks as required to meet the needs of the CSC and the organization.

Qualifications

• 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 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, and other employees of the organization.
• Ability to apply common sense understanding to carry out detailed written or oral instructions.
• Ability to work flexible eight (8) hour shift between 8:00 a.m. to 5:00 p.m. Monday to Friday.
• Flexibility to work onsite or when remotely when deemed necessary by management.
• Must have a quiet and secure remote working environment.
• Must be able to pass background and drug screenings.
• Achieve and maintain departmental performance standards.
• Knowledge of basic computer skills and navigation within the Windows operating system.
• Ability to type at a speed of 40+ words per minute.

Physical Demands

• Ability to perform job tasks while adhering to standards outlined by ADA, FMLA, and other relevant laws.
• Consistent and reliable attendance is required for the role.
• The work is primarily sitting but requires the ability to lift to 10lbs occasionally, and to walk, stand, and carry items as needed.
• The ability to read, record, and interpret written information is necessary.
• Regular verbal communication and listening skills are essential.
• Daily use of computers, keyboards, and office equipment, including retrieving and inputting information.
• The work environment requires a quiet noise level.

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
• Knowledge of Salesforce is a plus
• Bilingual in Spanish is a plus
• Bilingual in Mandarin is a plus
• Bilingual in Cantonese is a plus
• Bilingual in Tagalog 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.

Expected Compensation

California: $23/hr (additional $.50/hr for Bilingual)