Customer Service Representative - Onsite

WSP • Concord, CA

8d • Onsite

About The Position

WSP is hiring several Customer Service Representatives for its Clipper START Customer Service Center, based onsite in Concord, California. The role handles customer inquiries by phone, email, chat, and text, as well as application processing for the Clipper START Program. Representatives review applications and supporting documents, assess eligibility according to program criteria, maintain customer records, and assist customers throughout application and re-enrollment. The position follows an assigned schedule based on operating hours and business coverage needs.

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 in a team and to be 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 to customers and coworkers.
• Ability to use common-sense understanding to follow detailed written or oral instructions.
• Ability to work a flexible eight-hour shift between 8:00 a.m. and 5:00 p.m., Monday through Friday.
• Flexibility to work onsite or remotely when management deems it necessary; remote work requires a quiet and secure 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 40 or more words per minute.
• Ability to perform job tasks while adhering to standards outlined by the ADA, FMLA, and other relevant laws.
• Consistent and reliable attendance.

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 language 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 program criteria, procedures, and timelines.
• Review applicant documents to verify identity and income eligibility, determine whether requirements are met, and approve, deny, or request additional information as authorized.
• Enter paper applications into the Clipper START customer relationship management system and digitize and upload supporting verification documents.
• Assist customers by phone and email throughout application and re-enrollment, 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 according to privacy, security, and confidentiality requirements.
• Respond to customer inquiries by 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, clarify concerns, determine causes of product or service issues, provide or explain appropriate solutions, and follow up as needed.
• Maintain accurate and current CRM records, including customer information, communications, application activity, correspondence, eligibility decisions, and case outcomes.
• Open cases for unresolved customer inquiries.
• Meet or exceed established 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