Customer Service Representative

Position: Customer Service Representative I
WSP is currently initiating a search for a  
** Customer Service Representative I*
* This position is based out of  
** Costa Mesa, CA** .

** Job Summary*
* The Customer Service Representative I is responsible for handling customer inquiries into the Service Center. This may include phone and email response, walk-in center customer service, inbound call customer service and inbound mail response. CSR may be reassigned on a long term or temporary basis to other shifts or other schedules to balance manpower or meet the needs of the company.

** DUTIES AND RESPONSIBILITIES
** include some or all of the following. Supervisor may assign other duties as needed.

+ Serve as the first point of public contact for all customer service issues

+ Promote positive customer relations with customers and coworkers

+ Respond to calls from the public and provide general information and service

+ Maintain a thorough knowledge and understanding of the customer service center and operations to assist customers and resolve problems

+ Resolve product or service problems by clarifying the customer's complaint; determining the cause of the problem; selecting and explaining the best solution to solve the problem; expediting correction or adjustment; following up to ensure resolution

+ Quickly and accurately identify and assess individual needs, as well as take the appropriate action steps to satisfy those needs

+ Maintain customer records by updating account information.

+ Process requests for new customer accounts

+ Open cases for unsolved customer inquiries

+ Process customer disputes

+ Process the closing of customer accounts and initiate refunds when required

+ Perform updates to toll violations, violation payments, customer payments or accounts to keep demographics, vehicle, and credit card information current

+ Consistently meet established productivity, schedule adherence, and quality standards.

+ Communicate effectively with a variety of people across various levels both within and outside the organization.

+ Make positive suggestions on improving and streamlining workflow processes and enhancing profitability

+ Develop a strong teamwork ethic

+ Follow communication procedures, guidelines, and policies

+ Provide face-to-face customer service with walk-in center customers when required

+ Respond to customer emails from the customer service email inbox to answer questions and provide assistance when required

+ Respond to customer chat and text to answer questions and provide assistance when required

+ Other duties as assigned.

** QUALIFICATIONS*
* To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required.

+ Excellent phone etiquette

+ Excellent verbal communication skills

+ Excellent attendance and punctuality

+ Enjoy providing prompt and timely service to our customers

+ Possess strong interpersonal skills and have compassion and empathy for customer situations

+ Be energetic, self-motivated, and quick-thinking

+ Ability to work flexible eight (8) hour shift between 8:00 a.m. to 6:00 p.m. Monday to Friday

+ Must be able to pass background and drug screenings

+ Ability to achieve and maintain departmental performance standards

+ Ability to work in a team environment or independently while being flexible and open to learning new experiences in a fast‐paced changing environment

+ Ability to read and comprehend normal instructions, correspondence, and memos

+ Ability to effectively present information in one‐on‐one situations to customers, clients, and other employees of the organization

+ Ability to apply common sense understanding to carry out detailed written or oral instructions

** PHYSICAL DEMANDS*
* + Ability to safely and successfully perform the essential job functions consistent with the ADA, FMLA (Family Medical Leave Act) and other federal, state, and local standards, including meeting qualitative and/or quantitative productivity standards.

+ Ability to adhere to strict attendance requirements

+ Primarily sedentary physical work requiring ability to lift a maximum of 10 pounds

+ Must be able to lift,…