Customer Service Representative I - Bilingual

Customer Service Representative I - Bilingual Agency: 978 Oklahoma Turnpike Authority Job Type: Part time (Regular) Compensation: $22.04 per hour Position Overview This is a part‑time position working approximately 19 hours per week, in‑office in the Oklahoma City area. During the four‑week training period, the working hours are Monday – Friday, 11:00 am – 3:45 pm; after training, flexible work times/days/schedules can be arranged within the Monday – Friday workweek. We are seeking a Customer Assistance Representative I who is bilingual in English and Spanish to join our team and provide exceptional service to customers. In this role, you will be responsible for delivering exceptional customer service in a call center environment, assisting customers with inquiries related to PIKEPASS and Plate Pay services. We are looking for a candidate with strong communication skills, problem‑solving abilities, and a commitment to providing outstanding customer support. Primary Duties and Responsibilities Answer incoming calls, in Spanish, promptly and professionally, providing courteous and efficient service to customers. Address customer inquiries, concerns, and complaints regarding the Oklahoma Turnpike system, toll rates, account information, and general information about the authority. Provide accurate and up‑to‑date information to customers by utilizing available resources, databases, and training materials. Process customer transactions, including toll payments, account updates, and issuing toll tags. Identify and escalate complex or unresolved customer issues to the appropriate department or supervisor. Maintain a high level of knowledge about the Oklahoma Turnpike system, including current toll rates, policies, and procedures. Ensure customer satisfaction by actively listening to customers, empathizing with their concerns, and providing effective solutions. Accurately document customer interactions and transactions in the customer relationship management (CRM) system. Collaborate with other team members and departments to resolve customer issues and improve overall customer experience. Stay updated on industry trends, technological advancements, and changes in toll system operations. Perform other duties as assigned to ensure smooth and effective customer service operations. Physical Demands and Work Environment This position works in a comfortable office setting with a computer for a large percentage of the workday. The noise level in the work environment is usually mild. Minimum Qualifications Fluent in Spanish. Must be able to speak Spanish and communicate effectively with the Spanish‑speaking population. Minimum of one (1) year of experience in customer service, preferably in an office/workplace setting. Preferred Requirements, Special Skills Or Knowledge Proficiency with the Spanish language. Experience in customer service, cash handling, or a related role. Basic math, spelling, punctuation, and grammar skills. Excellent interpersonal and communication skills. Ability to communicate clearly and concisely. Ability to read and understand written materials, including emails and policy papers. Ability to solve problems, read a map, and give directions. Knowledge, Skills, Abilities And Competencies Knowledge, skills and abilities required at this level include knowledge of state laws and rules concerning the business operations of the agency; of accounting principles and practices; of various types of business organizations; of office practices; of business arithmetic; and of methods and techniques for conducting research. Ability is required to read and interpret laws; to communicate effectively, both orally and in writing; to establish and maintain effective working relationships with others; and to apply laws and rules to individual problems and situations. While performing the duties of this job, the employee is frequently required to stand, walk and reach; talk and hear. Routinely, employees are required to sit for periods of time; to manipulate objects, tools or controls; climb or balance; and stoop, kneel, crouch or crawl. Benefits This position is part‑time, working 19 hours or less per week, and therefore does not offer benefits (medical, dental, vision, retirement, short‑term disability, paid time off, paid holidays, etc.). We do offer a fun learning environment and culture, community service events and great co‑workers to work alongside you! Equal Opportunity Employment OTa is an equal opportunity employer. Reasonable accommodation to individuals with disabilities may be provided upon request. The State of Oklahoma is an equal opportunity employer and does not discriminate on the basis of genetic information, race, religion, color, sex, age, national origin, or disability. #J-18808-Ljbffr State of Oklahoma