Customer Service Representative I - Hybrid

WSP•Concord, CA

5d•Hybrid

About The Position

WSP is hiring a Customer Service Representative I for its Concord, California office. The position is primarily remote, with pre-scheduled office attendance a few times per month and approximately three weeks of onsite training. The representative handles inbound customer inquiries through phone, email, chat, and text, and is assigned a schedule based on the company’s operating hours and business needs. The listed current hours are 8:00 a.m. to 5:00 p.m.; hours may expand to 7:00 a.m. to 6:00 p.m., with Saturday hours of 9:00 a.m. to 1:00 p.m. The expected pay is $23.00 per hour, with an additional $0.50 per hour for previous Clipper experience or validated Spanish, Cantonese, or Mandarin proficiency.

Requirements

High school diploma or GED.
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 as part of a team, and to remain flexible and open to learning in a fast-paced, changing environment.
Ability to read and comprehend ordinary instructions, correspondence, and memos.
Ability to present information effectively one-on-one to customers and other employees.
Ability to use common-sense understanding to follow detailed written or oral instructions.
Ability to work a flexible eight-hour shift, Monday through Friday, between 8:00 a.m. and 5:00 p.m., and Saturday from 9:00 a.m. to 1:00 p.m.
Flexibility to work remotely or in an office as needed, with a quiet and secure remote work environment.
Ability to 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 40 or more words per minute.
Ability to perform job tasks consistent with standards outlined by the ADA, FMLA, and other relevant laws.
Consistent and reliable attendance.

Nice To Haves

Customer service experience.
Bilingual proficiency in Spanish.
Bilingual proficiency in Mandarin.
Bilingual proficiency in Cantonese.
Previous Clipper experience.

Responsibilities

Serve as the primary point of contact for customers with service issues and concerns.
Provide friendly, efficient, and effective service to 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 customer needs promptly and accurately and take appropriate action.
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 inside and outside the organization to address customer needs.
Perform additional tasks as required to meet the needs of the Customer Service Center and organization.
Promote positive customer relations with customers and coworkers.