Customer Service Representative I - Hybrid

WSP•Concord, CA

22h•Hybrid

About The Position

WSP is currently initiating a search for a Customer Service Representative I (CSR I). This position will work out of our Concord, CA office, primarily remote, but with an expectation to come to the office a few times a month (pre-scheduled). Training will be onsite for about 3 weeks. The CSR I is responsible for handling inbound customer inquiries into the Customer Service Center (CSC), which includes phone, email, and chat responses. The CSR I will be assigned to a set schedule based on the company's hours of operation and its specific operational requirements to ensure adequate coverage during peak times while aligning with the needs of the business.

Requirements

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 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, and other employees of the organization.
Ability to apply common sense understanding to carry out detailed written or oral instructions.
Ability to work flexible eight (8) hour shift between 8:00 a.m. to 5:00 p.m. Monday to Friday and 9 am to 1 pm on Saturdays.
Flexibility to work remotely or in an office environment as needed.
Must have a quiet and secure remote working environment.
Must be able to pass background and drug screenings.
Achieve and maintain departmental performance standards.
Knowledge of basic computer skills and navigation within the Windows operating system.
Ability to type at a speed of 40+ words per minute.
High school diploma or general education degree (GED)

Nice To Haves

Customer service experience a plus
Bilingual in Spanish is a plus
Bilingual in Mandarin is a plus
Bilingual in Cantonese is a plus
Previous Clipper experience OR validated language proficiency in Spanish, Cantonese or Mandarin

Responsibilities

Serve as the primary point of contact for customers addressing their service issues and concerns.
Foster strong relationships with customers and colleagues by providing friendly, efficient, and effective service.
Answer customer inquiries via email, chat, or text, and provide general information and assistance regarding products, services, or company policies.
Promote and educate customers on self-service options.
Maintain a thorough understanding of the CSC operations to assist customers and resolve problems effectively.
Identify and resolve product or service issues by clarifying the complaint, determining the cause, explaining the best solution, and following up to ensure satisfaction.
Quickly and accurately assess individual customer needs and take appropriate actions to address them, ensuring customer satisfaction.
Update customer account information and maintain accurate records to ensure up-to-date data for future reference.
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.
Consistently meet or exceed established goals related to productivity, schedule adherence, and quality standards.
Communicate clearly and effectively with individuals at various levels, both within and outside the organization, to address customer needs.
Perform additional tasks as required to meet the needs of the CSC and the organization.
Promote positive customer relations with customers and coworkers.