Customer Care Representative

Customer Care Representative

ERC covers the commuting cost of tolls at the Elizabeth River Tunnels for our employees. ERC is currently offering a hybrid schedule for the call center. (employees work 5 days in the office and 5 days from home - after 90 days of employment) Shift: 8am-5pm Monday-Friday (training is 8am-5pm for 4 weeks) STARTING RATE: $19.50

POSITION SUMMARY:

Responsible for providing excellent customer service via the phone, email, face to face, mail, and/or social media in a prompt and courteous manner. Resolves customer questions and problems regarding accounts, payments, products, and services. Completes and maintains related reports, records, and files.

ESSENTIAL FUNCTIONS AND ACCOUNTABILITIES:

1. Assumes responsibility for the effective and professional completion of Customer Care Representative functions.

a. Receives customer telephone questions and complaints in a professional manner.

b. Completes research and resolves documentation errors or discrepancies. Forwards more complex problems to Customer Care Supervisor.

c. Provides general information to customers on Company policies, procedures, and programs.

d. Provides basic information to customers on accounts, orders, payments, products, and services while converting those calls into payments based on account balances.

e. Performs basic maintenance functions on accounts.

f. Maintains and projects the Company's professional reputation.

2. Assumes responsibility for establishing and maintaining effective coordination and working relationships with area personnel and with management.

a. Completes weekly Customer Service statistical reports.

b. Keeps supervisor informed of area activities and significant problems.

c. Completes required reports and records accurately and promptly.

d. Attends and participates in meetings as required.

3. Assumes responsibility for related duties as required or assigned.

a. Assists other departments as necessary.

b. Performs related clerical duties as needed.

c. Keeps work area clean, secure, and well maintained.

d. Actively and professionally cross sells Company products and services.

PERFORMANCE MEASUREMENTS:

1. Customer Care Representative functions are efficiently, effectively, and accurately performed in accordance with established policies, standards, and security procedures.

2. Good business relations exist with customers. Customer problems and complaints are promptly and professionally addressed and resolved.

3. Accurate and complete information provided to customers on ways to save through education on E-ZPass and other apps. Available.

4. Good working relationships and coordination exist with area personnel and with management. Appropriate assistance is provided to area staff as needed. Supervisor is informed of activities.

5. Required reports and records are accurate, complete, and timely.

6. The Company's professional reputation is conveyed and maintained.

QUALIFICATIONS:

Education/Certification: High school graduate or equivalent.

REQUIRED KNOWLEDGE: General knowledge of Company policies and procedures. Basic understanding of Company products and services.

Experience Required: At least 1 year of experience in customer service.

Skills/Abilities:

PHYSICAL ACTIVITIES AND REQUIREMENTS OF THIS POSITION:

Finger Dexterity: Using primarily just the fingers to make small movements such as typing, picking up small objects, or pinching fingers together.

Talking: Especially where one must frequently convey detailed or important instructions or ideas accurately, loudly, or quickly.

Average Hearing: Able to hear average or normal conversations and receive ordinary information.

Repetitive Motions: Movements frequently and regularly required using the wrists, hands, and/or fingers.

Average Visual Abilities: Average, ordinary, visual acuity necessary to prepare or inspect documents or products, or operate machinery.

Physical Strength: Sedentary work; sitting most of the time. Exerts up to 10 lbs. of force occasionally. (Almost all office jobs.)

WORKING CONDITIONS: None: No hazardous or significantly unpleasant conditions (such as in a typical office).

MENTAL ACTIVITIES AND REQUIREMENTS OF THIS POSITION:

Reasoning Ability: Ability to apply common sense understanding to carry out detailed but uninvolved instructions and to deal with problems involving a few variables.

Mathematics Ability: Ability to perform very basic math skills including adding, subtracting, multiplying, and dividing two digit numbers; the four basic arithmetic operations with money; and operations with units such as inch, foot, yard; ounce, and pound (or their metric counterparts).

Language Ability: Ability to use passive vocabulary of 5,000-6,000 words; read at a slow rate; and define unfamiliar words in dictionaries for meaning, spelling, and pronunciation. Ability to write complex sentences, using proper punctuation, and using adjectives and adverbs. Ability to communicate in complex sentences, using normal word order with present and past tense and good vocabulary.