Customer Service Representative I - Hybrid

WSP•Concord, CA

5d•Hybrid

About The Position

WSP is hiring a Customer Service Representative I for its Customer Service Center, based out of the Concord, California office. The role is primarily remote, with pre-scheduled office attendance a few times per month and approximately three weeks of onsite training. The position handles inbound customer inquiries by phone, email, and chat, and follows a set schedule based on business hours and operational needs. Hours are currently 8:00 a.m. to 5:00 p.m. and may expand to 7:00 a.m. to 6:00 p.m. and Saturdays from 9:00 a.m. to 1:00 p.m. The stated expected pay is $23.00 per hour, with an additional $0.50 per hour for previous Clipper experience or validated proficiency in Spanish, Cantonese, or Mandarin. The representative serves as a customer contact for service concerns and inquiries, provides information and assistance, resolves customer issues, processes account requests and disputes, and maintains accurate customer records. The role requires clear communication, strong customer service, and the ability to meet productivity, schedule-adherence, and quality standards. WSP describes its workplace model as flexible and agile and offers a benefits suite that includes medical, dental, vision, disability, life, and retirement savings benefits.

Requirements

Excellent phone etiquette and verbal communication skills.
Excellent attendance and punctuality.
Strong interpersonal skills, compassion, and empathy for customer situations.
Energetic, self-motivated, and quick-thinking.
Ability to work independently or in a team, remain flexible, and learn in a fast-paced, changing environment.
Ability to read and comprehend standard instructions, correspondence, and memos.
Ability to present information effectively in one-on-one situations to customers and employees.
Ability to use common-sense understanding to follow detailed written or oral instructions.
Ability to work a flexible eight-hour shift during the stated operating hours, including the possibility of Saturday hours.
Ability to work remotely or in an office as needed and maintain a quiet, secure remote workspace.
Must pass background and drug screenings.
Ability to achieve and maintain departmental performance standards.
Basic computer skills and ability to navigate the Windows operating system.
Typing speed of at least 40 words per minute.
High school diploma or GED.
Ability to perform job tasks while adhering to standards outlined by ADA, FMLA, and other relevant laws.
Reliable attendance; ability to perform primarily seated work, with occasional lifting of up to 10 pounds and the ability to walk, stand, and carry items as needed.
Ability to read, record, and interpret written information; regular verbal communication and listening skills.
Ability to use a computer, keyboard, and office equipment daily, including retrieving and inputting information.

Nice To Haves

Customer service experience.
Bilingual proficiency in Spanish.
Bilingual proficiency in Mandarin.
Bilingual proficiency in Cantonese.
Previous Clipper experience or validated proficiency in Spanish, Cantonese, or Mandarin qualifies for an additional $0.50 per hour.

Responsibilities

Serve as the primary contact for customers addressing service issues and concerns.
Provide friendly, efficient, and effective service and foster positive relationships with customers and colleagues.
Respond to customer inquiries by email, chat, or text and provide information about products, services, and company policies.
Promote and educate customers about self-service options.
Maintain knowledge of Customer Service Center operations to assist customers and resolve problems.
Identify and resolve product or service issues by clarifying complaints, determining causes, explaining solutions, and following up on customer satisfaction.
Assess individual customer needs and take appropriate action to address them.
Update customer account information and maintain accurate records.
Process requests for new customer accounts.
Open cases for unresolved customer inquiries.
Process customer disputes.
Close customer accounts and initiate refunds when required.
Meet or exceed productivity, schedule-adherence, and quality goals.
Communicate effectively with people within and outside the organization to address customer needs.
Perform additional tasks as required to meet Customer Service Center and organizational needs.
Promote positive customer relations with customers and coworkers.