Customer Service Representative - Call Center

Customer Service Representative

The Customer Service Representative (CSR) builds professional rapport and provides excellent customer service to all inquiries such as EZ TAG fulfillment, updating accounts, and standard violation resolution. Must maintain Payment Card Industry (PCI) compliance as it relates to collecting and processing payments. This position is required to meet defined quantitative and qualitative performance targets to maintain operational standards. The CSR increases and maintains expert knowledge of Harris County Toll Road Authority (HCTRA) products and services and is expected to keep up-to-date with policy, procedural, and product updates.

Duties and Responsibilities:

• Using available resources and defined research procedures, establishes professional and friendly rapport with customers by responding quickly and accurately to all inquiries regarding account activity, tag fulfillment, and standard violation resolution.
• Maintains PCI compliance as it relates to collecting and processing payments with credit card and/or banking information.
• Meets daily qualitative and quantitative targets to maintain operational standards.
• Reconciles payments, toll tags, and prepares end-of-day reports as specified per section.
• Builds expert and dynamic knowledge of HCTRA products and services; keeps abreast of all procedural and product updates and implementing as directed.

Other Duties: This Job Description is not designed to cover or contain a comprehensive listing of activities, duties, or responsibilities that are required of the employee for this position. Management may, at its discretion, assign, or reassign duties and responsibilities to this job at any time.

Requirements:

Education and Experience: High school diploma or G.E.D. equivalent from an accredited institution. Previous relevant customer service experience required. CSR III - 0-1 year of customer service experience CSR II - 1-3 years' customer service experience CSR III - 3+ years' customer service experience

• Ability to speak clearly, correctly and listen effectively.
• Knowledge of basic math.
• Good written and interpersonal skills.
• Strong customer service skills.
• Good analytical and organization skills.
• Working knowledge of personal computers and related software; Microsoft Office including word processing, spreadsheets, and databases.
• Must possess keyboarding skills of 30 wpm and 10-key touch.
• Ability to work in a team environment and be open to change.
• Multi-tasking capabilities; ability to think logically and time management organized, flexible, and goal-oriented.
• Ability to exercise tact and to handle customer interactions in a fast, courteous and efficient manner.
• Ability to establish and maintain effective working relationships with others.
• Must be able to maintain confidentiality.

Physical Demands: The position mostly requires sitting in an office environment, occasionally some standing, and light lifting, such as three or four reams of paper or books (up to 20 pounds or an equivalent weight) may be required.

NOTE: Qualifying education, experience, knowledge, and skills must be documented on your job application. You must also attach a resume to the application as supporting document but ONLY information stated on the application will be used for consideration. "See Resume" will not be accepted for qualifications.

Position Type and Typical Hours Work:

• This is a full time position.
• Days of work and hours may vary based on business needs of the department and shift to include days, evenings, nights, and weekends.

Work Environment: There are no major sources of discomfort. A normal office environment with acceptable lighting, temperature, and air conditions is provided. This role routinely uses standard office equipment such as computers, phones, photocopiers, filing cabinets and fax machines.

Reporting Relations: Reports To Position: Lead CSR, CSR Supervisor Employment may be contingent on passing a drug screen and meeting other standards.

Equal Opportunity Statement: Harris County is an Equal Opportunity Employer and is committed to providing equal employment opportunities to all employees and applicants without regard to race, color, religion, sex, national origin, age, pregnancy, disability, genetic information, or any other protected class in accordance with applicable federal and state laws.