Customer Care Representative

Elizabeth River Crossings OpCo•Portsmouth, VA

8d•Hybrid

About The Position

The Customer Care Representative provides prompt, courteous customer service through phone, email, face-to-face, mail, and/or social media. The role resolves questions and problems related to customer accounts, payments, products, and services, and completes and maintains related reports, records, and files. The representative provides information on company policies, procedures, programs, accounts, orders, payments, products, and services; performs basic account maintenance; researches and resolves documentation errors; and refers more complex issues to the Customer Care Supervisor. The role also completes statistical reports, coordinates with coworkers and management, assists other departments, performs clerical duties, maintains a clean and secure work area, and cross-sells company products and services. The posted schedule is 8:00 a.m.–5:00 p.m., Monday through Friday, with four weeks of training on the same hours. ERC describes a hybrid call-center schedule as five days in the office and five days working from home after 90 days of employment. A quiet work location is required for working from home. ERC covers employees’ commuting toll costs at the Elizabeth River Tunnels. The starting rate is $19.50.

Requirements

High school graduate or equivalent.
At least one year of customer service experience.
General knowledge of company policies and procedures.
Basic understanding of company products and services.
Excellent communication and public relations skills.
Ability to work well under pressure.
Ability to use a personal computer and related software applications, including Microsoft Word or Excel.
Solid math skills and bookkeeping abilities.
Proficient typing skills.
Willingness to work a flexible schedule as required by the Customer Service Center.
Ability to obtain a Criminal History Background Check and pass a drug screen.
Valid Virginia driver license.
Must have a quiet location to work from.

Responsibilities

Provide prompt, courteous customer service by phone, email, face-to-face, mail, and/or social media.
Receive customer questions and complaints professionally.
Research and resolve documentation errors or discrepancies, and forward more complex problems to the Customer Care Supervisor.
Explain company policies, procedures, and programs to customers.
Provide basic information about accounts, orders, payments, products, and services, and convert calls into payments based on account balances.
Perform basic account maintenance.
Maintain the company’s professional reputation.
Complete weekly Customer Service statistical reports and other required reports and records accurately and promptly.
Keep the supervisor informed about area activities and significant problems.
Attend and participate in meetings as required.
Assist other departments and perform related clerical duties as needed.
Keep the work area clean, secure, and well maintained.
Cross-sell company products and services professionally.
Educate customers about ways to save through E-ZPass and other available apps.