Customer Service Representative
About The Position
Kapsch is seeking a Customer Service Representative to serve as the first point of public contact for all customer service issues. This is an onsite, office-based, full-time position requiring an 8-hour shift within operating hours of 8:00 am – 6:00 pm Monday to Friday, with a rotating once-a-month Saturday shift from 9:00 am – 1:00 pm. The role involves responding to calls, providing general information, processing payments, opening cases, handling complaints, processing emails, managing disputes, conducting web chats, closing accounts, issuing refunds, and updating customer information. The company is a global technology leader in intelligent mobility solutions with a long history and a commitment to innovation.
Requirements
- High school diploma or equivalent required.
- 1-3 years’ experience in a customer service call center or retail customer service environment.
- Excellent communication skills, interpersonal skills and professional phone demeanor
- Beginner to intermediate level experience with MS Office – Word, Excel and Outlook.
- Ability to learn internal, proprietary systems.
- Must be self-motivated, dependable, detail-oriented and enjoy working in a team-oriented environment.
- Analytical, with a sense of urgency and the capability to take individual initiative in role when.
- Must be able to work an 8-hour shift from 8:00 am – 6:00 pm Monday to Friday with rotating Saturday shifts from 9:00 am – 1:00 pm.
Nice To Haves
- Bi-lingual preferred, but not required.
Responsibilities
- Serves as the first point of public contact for all customer service issues.
- Respond to calls from the public and provide general information and service regarding the PROGRAM.
- Maintains a thorough knowledge and understanding of the customer service center and PROGRAM operations to assist customers and resolve problems.
- Process credit card and e-check payments for replenishment or violation payments
- Open cases for unsolved customer inquiries.
- Handle customer complaints, researches and adjusts account discrepancies as requested by Customer Service Supervisor.
- Process and reply to e-mails from customers.
- Process customer disputes.
- Process image review queues
- Conduct Web chat to answer questions and provide assistance to customers.
- Process the closing of customer accounts and issue refunds when necessary.
- Perform updates to toll violations, violation payments, customer payments or accounts to keep demographic, vehicle and credit card information current.
- Accurately documents all updates on BOS.
- Maintains a consistent, high quality, customer-focused orientation when conducting business and providing services or products to clients, the general public and other external customers.
- Exhibits professional image in a team environment with the ability to interact well and in positive manner, with all team members.
- Performs other necessary duties as assigned by the PROGRAM management.
Benefits
- Opportunity to solve complex problems that improve daily the lives of people around the world
- Opportunity to work with cutting edge technologies in a high-growth industry
- Career growth and development
- Casual work environment
- Full benefits package including paid time off, 401(k) and a no-cost medical insurance option for employee and eligible dependents
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What This Job Offers
Job Type
Full-time
Career Level
Entry Level
Education Level
High school or GED
