Customer Service Representative-1

Kapsch TrafficCo • Corona, CA

13h • Onsite

About The Position

Kapsch TrafficCom is seeking a Customer Service Representative for an onsite, office-based position. This is a full-time opportunity requiring an 8-hour shift between 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 serving as the first point of public contact for customer service issues, responding to calls, providing general information, and resolving problems related to the PROGRAM. The position requires maintaining knowledge of customer service center and PROGRAM operations, processing payments, opening cases, handling complaints, processing emails, managing disputes, conducting web chats, processing account closures and refunds, and updating customer information. A strong customer-focused orientation and professional demeanor in a team environment are essential. Other duties may be assigned by PROGRAM management.

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

What This Job Offers

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