Customer Service Representative

Customer Service Representative

Tryfacta is a leading, nationally renowned Workforce Management Solution provider for private & public sector firms across the US. We specialize in Healthcare, IT, Business Support, and Professional & Craft/Light Industrial ecosystems. Founded in March 1996, we have a presence in all 50 States. Tryfacta has Ranked number 1 as one of the fastest-growing companies by Inc. Magazine (Inc. 5000)! Tryfacta is certified by the Joint Commission for Healthcare Staffing Services & has numerous ISO Certifications that capture our commitment to continuous improvement.

Tryfacta is seeking a Customer Service Representative for our client in San Diego, CA 92154. This is a temporary contract assignment. Position Title: Customer Service Representative Location: San Diego, CA 92154 Duration: 6 months Work Schedule: 8:00am to 6:00pm (weeks of training might be slightly different)

This is a call center environment, where the Customer Service Representative will take a high volume of incoming calls to support our customers on the SR125 Toll Road and the I-15 Express Lanes.

• Provide prompt, courteous, and helpful assistance to customers that results in a lasting positive impression of SANDAG, the toll road, and the express lanes.
• Educate and inform customers about promotional offers; actively market FasTrak transponder accounts and distribute information to interested customers.
• Respond to a broad range of inquiries from customers related to payment of tolls, pre-paid FasTrak accounts, and general questions about the toll road and the express lanes; most customer interaction is by telephone, as well as in person, via email or mail.
• Contact and provide information to customers about toll amounts due; educate customers about payment options; prepare collection notices for overdue account balances; diffuse difficult customer situations and facilitate account resolution.
• Review trips made by non-FasTrak account holders to determine monthly toll charges; prepare billing statements; process customer transactions including payments made by credit card, personal check, or cash.
• Maintain accurate account information and records of customer communications using a Customer Relationship Management (CRM) software; maintain the confidentiality, and integrity of customer data.
• Assemble welcome kit and account materials; refurbish and test transponders.

To be considered for this position, you should have:

• Candidates should possess a high school diploma or equivalent and two years of recent experience in a customer service environment. Key qualifications for these positions include:
• Experience working in a high-volume, professional call center environment, answering inbound and conducting outbound customer service calls.
• Demonstrated knowledge of effective customer service techniques; experience diffusing and resolving difficult or hostile customer interactions is desirable.
• 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.
• Experience performing data entry tasks with a high degree of speed and accuracy.
• Knowledge of telephone etiquette; excellent verbal and written communication skills, including appropriate use of the English language; ability to write emails and draft routine correspondence; Spanish language skills are desirable.
• Demonstrated computer software proficiency using the Microsoft Office Suite and conducting Internet research; experience with call center/CRM software applications is desirable.
• Candidates must pass a pre-employment criminal background check; periodic background checks will be a condition of ongoing employment.

Tryfacta is an Equal Opportunity-Affirmative Action Employer. We do not discriminate based on Minority / Female / Disability / Veteran / Gender Identity / Sexual Orientation / Age.