Customer Service Representative

Job Description

Job Description

Job Profile

Job Title: Customer Service Representative

Location: Middle River, MD

Hire Type: Contingent-to-hire

Pay Range: $17-18.50/hour

Work Model: Remote after training

Recruiter Contact: Jessica Blake View email address on ziprecruiter.com/ View phone number on ziprecruiter.com

Nature & Scope:

Positional Overview

Imagine Staffing is recruiting Customer Service representatives for our client, an international transportation organization. The Customer Service Representative will be responsible for delivering quality service and accurate information to customers. The CSR must correctly open accounts, explain policies and procedures, and handle payment information. This role also involves ensuring that service standards are maintained and met.

Role & Responsibility:

Tasks That Will Lead to Your Success

• Accurately explains the terms/conditions and policies/and procedures relating to the account.
• Processes account payments and completes the cash-out at the end of the shift.
• Consistently meets or exceeds performance goals to ensure the highest quality of service is provided to the customer.
• Performs account maintenance, including account changes, adjustments, and statement requests.
• Reach out to customers for more account details.
• Assists in problem correspondence as required.
• Prepare reports, including the CSR Daily Activity report and cash out report.
• Responds to incoming phone inquiries regarding E-ZPass accounts, violations, and DMV
• Communicates business rules, policies, and procedures governing violation processing
• Reviews the violation appeals process with appellants
• Receives incoming phone calls and chat requests regarding DMV services
• Communicates business rules, policies, and procedures governing DMV services
• Administrative functions to include image review and violation lookups
• Regular and predictable attendance is an essential function of this job.

Skills & Experience

Qualifications That Will Help You Thrive

• Previous experience in customer service, call centers, or other related fields
• Ability to build rapport with clients
• Ability to prioritize and multitask
• Positive and professional demeanor
• Excellent written and verbal communication skills
• High School Diploma or G.E.D.
• Positive and professional demeanor
• Excellent written and verbal communication skills
• Understanding of "Customer Experience."
• Proficient in Microsoft Windows and Microsoft Office.
• Strong listening and telephone skills; ability to manage stressful situations appropriately.