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VDOT Customer Service Representative (Hampton)

Douglas Stuart LLC Hampton, VA

  • Posted: over a month ago
  • Full-Time
Job Description

The purpose of Customer Service Representatives (CSR) position is to deliver excellent customer care and create sustainable value for customers via phone (handling incoming calls!), email, chat, and correspondence. The CSRs assist with patron accounts (personal, business, and commercial accounts); creating accounts, making changes to existing accounts (updating information, replacing transponders, assist with web access and process payments), explaining tolls and toll usage, discussing violations, and closing accounts.

Call Center hours of operations are Monday through Friday 7:00 AM to 7:00 PM; shifts will be determined towards the end of training. Training will be Monday through Friday 8:00 AM to 4:30 PM for 3 weeks (2 weeks classroom training and 1-week on-the-job training).

****$500 SIGN-ON BONUS***

Earn up to $17.50 per hour with the incentive compensation program. Base pay starts at $14.50 per hour.

Essential Duties and Responsibilities:

  • Handles incoming calls, providing efficient and effective service to customers and prospects on all patron-based services to a variety of inquiries and customer needs
  • Combines the knowledge of the product, good work ethic, effective time management skills, and human relations skills to meet performance standards and positively influence the client's image
  • Follow call center "scripts"
  • Identify and Fulfill Customer Requests
  • Ability to handle routine customer transactions (create new accounts and update existing accounts)
  • Document all call information according to Call Requirements
  • Ability to create positive customer relationships by defusing complex situations and/or difficult patrons
  • Demonstrates a commitment to learning quickly and effectively applying knowledge as well as supporting/creating a productive, positive work environment
  • Other duties as assigned

Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions of this position.

Minimum Requirements and Experience Required:

  • High school diploma or GED
  • Minimum of 6 months call center experience or at least 1 year of customer service experience, preferred
  • Knowledge of Microsoft Office applications
  • Proficiency in keyboarding/data entry
  • Strong phone and verbal communication skills with active listening
  • Customer focus and adaptability to different personality types
  • Excellent written, verbal, and interpersonal communication skills with supervisors, peers, and customers
  • Time management skills (dependable, accurate, and detail-oriented)
  • Ability to work scheduled hours
  • Ability to successfully complete required weeks of training

Douglas Stuart LLC


Hampton, VA



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