Customer Service Representative - Part Time

Job Description

WSP is currently initiating a search for a Part Time Customer Service Representative I (CSR I) for our Costa Mesa, CA office.

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.

• 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

• 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 a shift between 2pm to 6pm 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

• 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, carry, walk, and stand
• Vision for reading, recording, and interpreting information
• Frequent speech communication, hearing and listening to maintain communication
• Daily use of computer and keyboard, standard office equipment and telephone
• Ability to access, input, and retrieve information from the computer
• Frequent hand/eye coordination to operate computer keyboard and office equipment
• Noise level in the work environment is quiet…