Customer Service Representative

Job Description

Job Description

Customer Service Representative

Title: Customer Service Representative

Employment Type: 6-month temporary contract

Compensation Range: $22.53 to $32.67 per hour DOE, hourly non-exempt

Location: San Diego, CA

Work Schedule: 8:00 a.m. to 6:00 p.m.; training schedules may vary

Industry: Public Transportation and Infrastructure

Company Overview

This regional public transportation and infrastructure organization supports transportation planning, infrastructure, and roadway operations throughout the San Diego region. Its toll operations environment provides customer account and payment support associated with regional toll roads and express lanes.

Position Summary

The Customer Service Representative works in a high-volume call center environment supporting customers who use regional toll roads and express lanes. The position handles inbound customer calls and other communications related to toll payments, prepaid transponder accounts, account balances, billing, and general service questions while maintaining accurate and confidential customer records.

Key Responsibilities

• Provide prompt, courteous, and helpful assistance to customers that results in a positive service experience.
• Educate and inform customers about promotional offers, transponder accounts, and available services.
• Respond to a broad range of customer inquiries related to toll payments, prepaid transponder accounts, toll roads, and express lanes.
• Support customers by telephone, in person, through email, and through mailed correspondence.
• Contact customers regarding toll amounts due and explain available payment options.
• Prepare collection notices for overdue account balances.
• Diffuse difficult customer situations and facilitate account resolution.
• Review trips made by non-account holders to determine monthly toll charges.
• Prepare billing statements and process customer transactions, including credit card, personal check, and cash payments.
• Maintain accurate account information and records of customer communications using CRM software.
• Protect the confidentiality and integrity of customer information.
• Assemble welcome kits and account materials.
• Refurbish and test transponders.

Required Qualifications

• High school diploma or equivalent.
• Two years of recent experience in a customer service environment.
• Experience working in a high-volume professional call center environment, including answering inbound customer service calls.
• Knowledge of effective customer service techniques.
• 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 accurately.
• Experience performing data entry with a high degree of speed and accuracy.
• Knowledge of professional telephone etiquette.
• Excellent verbal and written communication skills, including appropriate use of the English language.
• Ability to write emails and draft routine correspondence.
• Computer proficiency using the Microsoft Office Suite and Internet research tools.
• Ability to successfully complete a pre-employment criminal background check and periodic background checks as a condition of ongoing employment.

Preferred Qualifications

• Experience conducting outbound customer service calls.
• Experience diffusing and resolving difficult or hostile customer interactions.
• Experience with call center or CRM software applications.
• Spanish language skills.