Customer Service Representatives / Toll Operations Center Part time

Job Title: Bilingual Customer Service Representative (Part Time)
Location: Otay Mesa, CA (Onsite)
Schedule: Monday – Friday - Part time hours 11:15am - 4:15pm and12:00pm - 5:15pm
Duration: Temp to Hire. The hours of operation are 8am – 6pm. Shifts may change between the hours of operation, based on business need

CUSTOMER SERVICE REPRESENTAIVE
This is a call center environment; the Customer Service Representative will take high volume of incoming calls to support our customers on the SR125 Toll Road and the I-15 Express Lanes.

Job Responsibilities

• · Provide prompt, courteous, and helpful assistance to customers.
• · Educate and inform customers about promotional offers; actively market FasTrak transponder accounts and distribute information to interested customers. 
• · Respond to a broad range of inquiries from customers related to payment of tolls, pre-paid FasTrak accounts, and general questions about the toll road and the express lanes; most customer interaction is by telephone, as well as in person.
• · Contact and provide information to customers about toll amounts due; educate customers about payment options; prepare collection notices for overdue account balances; diffuse difficult customer situations and facilitate account resolution.
• · Maintain accurate account information and records of customer communications using Customer Relationship Management (CRM) software; maintain the confidentially and integrity of customer data.
• · Assemble welcome kit and account materials; refurbish and test transponders.

Experience and Qualifications

• ·Candidates should possess a high school diploma, or equivalent, and two years of recent experience in a customer service environment. Key qualifications for these positions include:
• · Experience working in a high-volume, professional call center environment, answering inbound and conducting outbound customer service calls.
• · Demonstrated knowledge of effective customer service techniques; experience diffusing and resolving difficult or hostile customer interactions is desirable.
• · Experience maintaining customer account records in an electronic database; experience researching account information and providing accurate responses to customer questions; ability to explain information clearly and concisely.
• · Experience processing account payments, including credit card and cash transactions; ability to perform mathematical calculations.
• · Experience performing data entry tasks with a high degree of speed and accuracy.
• · Knowledge of telephone etiquette; excellent verbal and written communication skills including appropriate use of the English language; ability to write emails and draft routine correspondence; Spanish language skills are desirable.
• · Demonstrated computer software proficiency using the Microsoft Office Suite, and conducting Internet research; experience with call center/CRM software applications is desirable.
• · Candidates must pass a pre-employment criminal background check; periodic background checks will be a condition of ongoing employment. The selected candidates also can anticipate a driving record check upon hire, and approximately annually thereafter.
• · Flexible availability to work a shift during the hours of operation (8am – 6pm), as assigned, based on business need.