Customer Service Representative - Onsite

WSP • Concord, CA

1d • Onsite

About The Position

The Clipper START Customer Service Representative handles inbound customer inquiries for the Clipper START Customer Service Center through phone, email, chat, and text. The role processes applications and re-enrollments, verifies identity and income eligibility, supports customers with application status and requirements, and maintains accurate records in the designated CRM system. The representative follows established program criteria, procedures, processing timelines, and privacy and confidentiality requirements.

This position is based onsite in Concord, California, with flexibility to work remotely when deemed necessary by management. The role follows an assigned schedule based on business operating hours and operational needs, with flexible eight-hour shifts between 8:00 a.m. and 5:00 p.m., Monday through Friday. Compensation is $23 per hour, with an additional $0.50 per hour for previous Clipper experience or validated proficiency in Spanish, Cantonese, Mandarin, or Tagalog.

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 in one-on-one situations with customers and employees.
• Ability to use common-sense understanding to carry out detailed written or oral instructions.
• Ability to work flexible eight-hour shifts between 8:00 a.m. and 5:00 p.m., Monday through Friday.
• Flexibility to work onsite or remotely when management deems it necessary.
• Must have a quiet and secure remote working environment.
• 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.
• Ability to perform job tasks while adhering to standards outlined by the ADA, FMLA, and other relevant laws.
• Reliable attendance.
• Ability to lift up to 10 pounds occasionally and 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 computers, keyboards, and office equipment daily, including retrieving and inputting information.
• Ability to work in a quiet-noise-level environment.
• Authorization to work in the United States.

Nice To Haves

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

Responsibilities

• Accept, review, and process electronic and paper applications for the Clipper START Program according to established criteria, procedures, and timelines.
• Review applicant documents to verify identity and income eligibility, and approve, deny, or request additional information as authorized.
• Enter paper applications into the Clipper START CRM system and digitize and upload supporting verification documents.
• Assist customers by phone and email throughout the application and re-enrollment process, including questions about application status, eligibility, documentation, and card fulfillment.
• Use approved language services to assist customers who need support in languages other than English.
• Handle applications, identity documents, income documentation, and other personally identifiable information in accordance with privacy, security, and confidentiality requirements.
• Respond to customer inquiries through phone, email, chat, or text; explain products, services, and policies; and address customer needs.
• Build positive relationships with customers and coworkers by providing friendly, efficient, and effective service.
• Promote and educate customers about self-service options.
• Maintain a thorough understanding of Customer Service Center operations to assist customers and resolve problems.
• Assess customer needs and resolve product or service issues by clarifying concerns, identifying causes, explaining or taking appropriate action, and following up as needed.
• Maintain accurate and current CRM records, including account information, communications, application activity, correspondence, eligibility decisions, and case outcomes.
• Open cases for unresolved customer inquiries.
• Meet or exceed productivity, schedule-adherence, and quality standards.
• Perform additional tasks as required to meet the needs of the Customer Service Center and organization.

Benefits

• Medical coverage.
• Dental coverage.
• Vision coverage.
• Disability coverage.
• Life insurance.
• Retirement savings.
• Paid sick leave.
• Paid vacation or other personal time.
• Paid parental leave.
• Paid time off for bereavement, voting, and/or attendance at naturalization proceedings.

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Education Level: High school or GED