Bilingual Customer Service Representative

ViaPlus-posted 17 days ago

Full-time • Entry Level

Onsite • Broomfield, CO

501-1,000 employees

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ABOUT VIAPLUS : ViaPlus is a global mobility company in the Intelligent Transportation Systems (ITS) market, specializing in revenue and services management solutions for the transportation industry. Our customer operations, data analytics, and full-featured, single-account back-office technology facilitate the high-volume transactions required for seamless multimodal mobility. As a VINCI Highways subsidiary, we are committed to technical innovation and to promoting a positive mobility experience for all. We are pioneers in the transportation transaction and mobility industry, with a decade of proven global experience in providing solutions focused on the tolling and transit industries. ViaPlus is headquartered near Dallas, Texas, and maintains offices across the United States, France, India, and Ireland. We are part of the global network of VINCI Concessions, an international player in transport infrastructure with projects in 23 countries. Our vision has evolved to provide a fully automated, end-to-end transportation solution that significantly improves revenue collection and efficiency while effectively lowering costs for our agency clients. We serve enterprises that require high-volume, real-time transaction processing with the highest levels of accuracy, especially where revenue reconciliation and customer account management are key deliverables to the customer experience. Our flagship back-office system (BOS) enables Mobility-as-a-Service (MaaS) with a “one account” feature that supports multimodal transportation solutions. In a rapidly changing environment, ViaPlus maintains a strong focus on technology and continuous R&D to improve agency efficiencies, reduce operating expenses, and maximize revenue – all while providing exceptional customer service. Learn more: http://www.viaplus.com ABOUT VINCI HIGHWAYS VINCI Highways, a VINCI Concessions subsidiary, is a leader in road concessions, operations and mobility services. We design, finance, build and operate highways, bridges, tunnels, urban roads and mobility services on a network of more than 3,360 km in 15 countries. VINCI Highways leverages its expertise to deliver the highest performance and safety standards and provide drivers with a positive experience. More information: https://www.vinci-concessions.com/en/vinci-highways https://www.linkedin.com/company/vinci-highways/ @VINCIConcess JOB PROFILE : Bilingual Customer Service Representative JOB LOCATION: Broomfield, CO This is an on-site position. JOB SUMMARY: The Call Center Customer Service Representative (CSR) will be responsible for handling customer inquiries into the Service Center. Position requires excellent organizational skills, attention to detail and ability to interface effectively with external and internal customers. Excellent written and oral communication skills are preferred. CSR may be reassigned to other schedules, to balance manpower or meet the needs of the company.

Promote positive customer relations with customers and coworkers.
Answer routine and non‐routine customer calls daily
Acquire a working knowledge of our database.
Communicate effectively with a variety of people across various levels both within and outside the organization.
Consistently meet or exceed established productivity, schedule adherence and quality standards.
Quickly and accurately identify and assess individual needs, as well as take the appropriate actions to satisfy those needs.
Provide information about products and services.
Maintain customer records by updating account information.
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.
Must follow all company rules and procedures.
Ability to deal with customers in a courteous, polite, and professional manner at all times.
Respond to all web and email customer correspondence.
Process incoming customer (CSC) transactions
Respond to customer voicemails.
Provide support for the customer service center as needed.
Follow communication procedures, guidelines, and policies.
Due to the demands of this position, outstanding attendance is required.

Excellent phone etiquette
Excellent written and verbal communication skills
Excellent attendance and punctuality
Enjoy providing prompt and timely service to our clients
Be extremely detail‐orientated, and efficient and possess superior written and verbal communication skills
Must possess strong interpersonal skills
Have compassion and empathy for customer situations and excellent listening skills.
Have excellent customer service skills with the ability to build and maintain customer relationships
Be energetic, self‐motivated, and quick‐thinking
Can work in a team environment or independently while being flexible and open to learning new experience in a fast-paced changing environment
Ability to read and comprehend normal instructions, correspondence, and memos
Must be able to organize and write correspondence and memos in a logical/methodical manner
Ability to effectively present information 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 deal with problems involving a few concrete variables in standardized situations
Excellent computer skills required, including knowledge of various Microsoft Office programs
Ability to handle difficult customers or situations
Ability to work varied shifts.
High school diploma or general education degree (GED)
Bilingual Spanish required

A minimum of six months of Call Center experience preferred

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