Customer Service Representative I - Bilingual

Job Posting Title

Customer Service Representative I - Bilingual

Agency: 978 OKLAHOMA TURNPIKE AUTHORITY

Supervisory Organization: Customer Svc Administration–Customer Service Administration

Job Posting End Date: Refer to the date listed at the top of this posting, if available. Continuous if date is blank.

Note: Applications will be accepted until 11:59 PM on the day prior to the posting end date above.

Estimated Appointment End Date (Continuous if Blank): Full/Part-Time: Full time

Job Type: Regular

Compensation: This is a level I position, with a pay rate of $22.75 per hour ($47,323 annually). Level II, with a pay rate of $24.18 per hour ($50,300.00 annually) may be achieved after meeting the qualifications for that level.

Why Join The Oklahoma Turnpike Authority?

The Oklahoma Turnpike Authority (OTA) has been serving Oklahomans since 1947, managing and maintaining a modern, safe, and efficient turnpike system across the state. With a commitment to customer service and innovation, OTA plays a vital role in ensuring smooth and reliable travel for millions of motorists each year. As a part of our team, you'll have the opportunity to make a meaningful impact while working in a collaborative and supportive environment. OTA offers competitive pay, excellent benefits, and opportunities for growth, making it an excellent choice to build your career in public service.

Position Overview

This is a full-time position working Monday – Friday, approximately 7:55am – 4:55pm, working in the office in Oklahoma City.

We are seeking Customer Service Representatives (level I) who are bilingual in English and Spanish to join our team and provide exceptional service to customers. In this role, you will be responsible for delivering exceptional customer service in a call center environment, assisting customers with their inquiries related to PIKEPASS accounts and services. We are looking for candidates with strong communication skills, problem-solving abilities, and a commitment to providing outstanding customer support.

Primary Duties And Responsibilities

• Answer incoming calls, in Spanish, promptly and professionally, providing courteous and efficient service to customers.
• Address customer inquiries, concerns, and complaints regarding the Oklahoma Turnpike system, toll rates, account information, and general information about the authority.
• Provide accurate and up-to-date information to customers by utilizing available resources, databases, and training materials.
• Process customer transactions, including toll payments, account updates, and issuing toll tags.
• Identify and escalate complex or unresolved customer issues to the appropriate department or supervisor.
• Maintain a high level of knowledge about the Oklahoma Turnpike system, including current toll rates, policies, and procedures.
• Ensure customer satisfaction by actively listening to customers, empathizing with their concerns, and providing effective solutions.
• Accurately document customer interactions and transactions in the customer relationship management (CRM) system.
• Collaborate with other team members and departments to resolve customer issues and improve overall customer experience.
• Stay updated on industry trends, technological advancements, and changes in toll system operations.
• Perform other duties as assigned to ensure smooth and effective customer service operations.

Physical Demands And Work Environment

• This position works in a comfortable office setting with a computer for a large percentage of the workday.
• The noise level in the work environment is usually mild.

Minimum Qualifications

• Fluent in Spanish and English. Must be able to speak and write in both Spanish and English, and communicate effectively with the Spanish speaking population.
• Minimum of one (1) year of experience in customer service and at least 6 months of experience in clerical office work, or an equivalent combination of education and experience.
• Experience in a professional customer service environment.
• Basic math, spelling, punctuation, and grammar skills.
• Excellent interpersonal and communication skills.
• Ability to communicate clearly and concisely.
• Ability to read and understand written materials, including emails and policy papers.

Knowledge, Skills, Abilities And Competencies

Knowledge, Skills and Abilities required at this level include knowledge of state laws and rules concerning the business operations of the agency; of accounting principles and practices; of various types of business organizations; of office practices; of business arithmetic; and of methods and techniques for conducting research. Ability is required to read and interpret laws; to communicate effectively, both orally and in writing; to establish and maintain effective working relationships with others; and to apply laws and rules to individual problems and situations.

While performing the duties of this job, the employee is frequently required to stand, walk and reach; talk and hear. Routinely, employees are required to sit for periods of time; to manipulate objects, tools or controls; climb or balance; and stoop, kneel, crouch or crawl.

Level Descriptor

This is the career level where employees are assigned responsibilities at the full performance level for performing a full range of activities in providing services and assistance to clients and customers. This includes responding to inquiries and requests for assistance related to a variety of requirements and coordination with other divisions or units as needed to provide required services or assistance. Duties also include assisting in resolving various problems, obtaining clearances and researching laws to respond to complex and difficult inquiries.

Benefits Highlights

OTA is proud to provide a comprehensive benefits package designed to support eligible employees and their eligible dependents:

• Generous Annual Benefit Allowance: Up to $21,934 to help cover insurance premiums for employees and their families.
• Comprehensive Insurance Plans: A variety of options with no exclusions for pre-existing conditions.
• Flexible Spending Accounts (FSAs): Pre-tax savings for healthcare and dependent care expenses.
• Retirement Savings Plans:
• Pathfinder Defined Contribution Plan: Employer matches 6% of a minimum 4.5% employee contribution (up to 7% if the employee contributes 7%).
• OPERS Defined Benefit Plan: Available for reenrollment to employees enrolled prior to November 1, 2015.
• Paid Leave:
• 15 days annually during the first 1–5 years of service.
• 18 days annually for 5–10 years of service.
• 20 days annually for 10–20 years of service.
• 25 days annually for over 20 years of service.
• Sick leave: Accrued at 15 days per year.
• Paid Maternity leave for eligible employees.
• Holidays: Eleven paid holidays annually.
• Employee Discounts: Special rates with various vendors and companies.
• Longevity Payment: Monetary rewards beginning at two years of service to recognize dedicated tenure.
• Thrive: Empower Oklahoma State employees to improve & enhance their well-being.

OTA is an Equal Opportunity Employer. Reasonable accommodation to individuals with disabilities may be provided upon request.

Equal Opportunity Employment

The State of Oklahoma is an equal opportunity employer and does not discriminate on the basis of genetic information, race, religion, color, sex, age, national origin, or disability.