Bilingual Storefront Clerk (On-Site)

ViaPlus by VINCI Highways•Austin, TX

8d•Onsite

About The Position

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 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 We are looking for a customer-oriented service representative for the storefront office. A customer service representative, or CSR, will act as a liaison, provide service information, and resolve any emerging problems that our customer accounts might face with accuracy and efficiency. The best CSRs are genuinely excited to help customers. They are patient, empathetic, and passionately communicative. They love to talk. Customer service representatives can put themselves in their customers’ shoes and advocate for them when necessary. Customer feedback is priceless, and these CSRs can gather that for you. Problem-solving comes naturally to customer care specialists. They are confident at troubleshooting and investigate if they don’t have enough information to resolve customer complaints. The target is to ensure excellent service standards, respond efficiently to customer inquiries, and maintain high customer satisfaction. Other duties may be assigned. The order of the duties listed does not represent the importance and/or percentage of time dedicated to each duty.

Requirements

Proven customer support experience or experience as a client service representative
Strong phone contact handling skills and active listening
Familiarity with CRM systems and practices
Customer orientation and ability to adapt/respond to different types of characters
Excellent communication and presentation skills
Ability to multi-task, prioritize, and manage time effectively
High school diploma or general education degree (GED)
A minimum of one (1) year of Customer Service Experience required
Bilingual (English/Spanish) strongly preferred
Cash handling experience is strongly preferred

Nice To Haves

A minimum of six (6) months of Call Center experience preferred

Responsibilities

Manage large amounts of incoming calls and all local in-person customers
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
Identify and assess customers’ needs to achieve satisfaction
Build sustainable relationships and trust with customer accounts through open and interactive communication
Provide accurate, valid, and complete information by using the right methods/tools
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; follow up to ensure resolution
Keep records of customer interactions, process customer accounts, and file documents
Follow communication procedures, guidelines, and policies
Take the extra mile to engage customers