Senior Customer Service Representative

Foothill/Eastern • Irvine, CA

6d • $71,180 - $99,653 • Onsite

About The Position

Under general supervision, perform advanced customer service support functions; maintain and update customer accounts; respond to complex or escalated customer inquiries by telephone, email, in writing, and in person; assist with quality assurance and process improvement activities; support training and mentoring of Customer Service Representatives; participate in special projects; and perform other work as required.

Requirements

• High School or G.E.D. equivalent
• Two plus years of customer service experience
• Operate telecommunications console and standard office equipment such as calculators, copiers, and e-fax equipment.
• Operate a personal computer with proficiency in Microsoft applications including Word, Excel, PowerPoint, and other relevant software programs.
• Understand and follow specifications and instructions.
• Communicate effectively with customers, staff, vendors, contractors, and the general public.
• Scan, verify, copy, fax, and distribute documents and messages.
• Schedule, organize, and complete work in accordance with deadlines.
• Enter, balance, and reconcile accounting entries.
• Complete daily work records.
• Complete daily customer service work and accounting records.
• Establish and maintain filing systems.
• Compose, type, proofread, and edit documents.
• Apply and follow department practices and procedures.
• Use written and oral communication skills
• Read and interpret data, information and documents
• Analyze and solve problems
• Observe and interpret situations
• Learn and apply new information or skills
• Perform highly detailed work on multiple, concurrent tasks
• Work under intensive deadlines
• Interact with staff, customers, the public and others encountered in the course of work.
• Sit; talk or hear, in person and by telephone; use hands to finger, handle, feel, or operate standard office equipment; reach with hands and arms.
• Walk and stand
• Lift and move records and documents weighing up to 20 pounds.
• Specific vision abilities required by this job include close vision and the ability to adjust focus.

Nice To Haves

• Experience with tolling operations and escalation handling, preferably involving direct personal contact.
• Lead/supervisor experience preferred but not required.
• Bilingual (Spanish) is a plus.
• Intermediate proficiency with MS Excel is a benefit.

Responsibilities

• Maintain, update, and resolve complex customer accounts, including opening and closing accounts, applying payments, researching discrepancies, and resolving escalated account issues.
• Assist customers and patrons by telephone, email, in writing, and in person; respond to complex inquiries and complaints requiring interpretation of policies, procedures, or California Vehicle Code; exercise independent judgment within established guidelines and provide recommendations to leadership.
• Serve as a point of escalation for Customer Service Representatives by resolving difficult customer problems that cannot be addressed at the frontline level.
• Review and research vehicles, license plates, toll transactions, and violations; process adjustments, charge backs, and corrections to customer accounts in accordance with established procedures.
• Reconcile daily work to ensure credit card charges, checks, cash, and electronic transactions match system records; identify and resolve discrepancies.
• Issue, receive, and track transponders; maintain and verify transponder inventory; install external transponponders.
• Assist with quality assurance activities, including reviewing account work, monitoring trends in customer issues, and identifying training or process improvement opportunities.
• Participate in special projects, system testing, or process improvement initiatives; assist in identifying procedural inefficiencies and recommending improvements.
• Provide system and procedural support to customer service staff; document recurring issues and assist with communication of updates or changes.
• Maintain accurate records, documentation, and logs related to customer service activities; prepare summaries or reports as requested.

What This Job Offers

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