Customer Service Representative II - WSP USA

This Opportunity

WSP is currently initiating a search for a  Full-Time Customer Service Representative II (CSR II).  This position will be based out of Costa Mesa, CA.

The Customer Service Representative II (CSR II) is responsible for handling customer inquiries into the Service Center. This may include phone, chat and email response, walk-in center customer service, inbound call customer service and inbound mail response. CSR II is also responsible for resolving open customer cases. CSR may be reassigned on a long term or temporary basis to other shifts or other schedules to balance manpower or meet the needs of the company.

Your Impact

• Serve as the first point of public contact for all customer service issues.
• Promote positive customer relations with customers and coworkers.
• Respond to calls from the public and provide general information and service.
• Respond to customer chat and text to answer questions and provide assistance in a timely manner.
• Maintain a thorough knowledge and understanding of the customer service center and operations to assist customers and resolve problems.
• Resolve product or service problems by clarifying the customer's complaint; determining the cause of the problem; selecting and explaining the best solution to solve the problem; expediting correction or adjustment; following up to ensure resolution.
• Quickly and accurately identify and assess individual needs, as well as take the appropriate action steps to satisfy those needs.
• Maintain customer records by updating account information.
• Process requests for new customer accounts.
• Open cases for unsolved customer inquiries.
• Resolve and close open cases in timely manner.
• Process customer disputes.
• Process the closing of customer accounts and initiate refunds when required.
• Perform updates to toll violations, violation payments, customer payments or accounts to keep demographics, vehicle, and credit card information current.
• Consistently meet established productivity, schedule adherence, and quality standards.
• Communicate effectively with a variety of people across various levels both within and outside the organization.
• Make positive suggestions on improving and streamlining workflow processes and enhancing profitability.
• Develop a strong teamwork ethic.
• Follow communication procedures, guidelines, and policies.
• Provide face-to-face customer service with walk-in center customers when required.
• Respond to customer emails from the customer service email inbox to answer questions and provide assistance when required.
• Other duties as assigned.

Who You Are

Required Qualifications

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required.

• Excellent phone etiquette.
• Excellent verbal communication skills.
• Excellent attendance and punctuality.
• Enjoy providing prompt and timely service to our customers.
• Possess strong interpersonal skills and have compassion and empathy for customer situations.
• Be energetic, self-motivated, and quick-thinking.
• Ability to work in a team environment or independently while being flexible and open to learning new experiences in a fast‐paced changing environment.
• Ability to read and comprehend normal instructions, correspondence, and memos.
• Ability to effectively present information in one‐on‐one situations to customers, clients, and other employees of the organization.
• Ability to apply common sense understanding to carry out detailed written or oral instructions.
• Ability to work flexible eight (8) hour shift between 8:00 a.m. to 6:00 p.m. Monday to Friday.
• Must be able to pass background and drug screenings.
• Ability to achieve and maintain departmental performance standards.

PHYSICAL DEMANDS

• Ability to safely and successfully perform the essential job functions consistent with the ADA, FMLA (Family Medical Leave Act) and other federal, state, and local standards, including meeting qualitative and/or quantitative productivity standards.
• Ability to adhere to strict attendance requirements.
• Primarily sedentary physical work requiring ability to lift a maximum of 10 pounds.
• Must be able to lift, carry, walk, and stand.
• Vision for reading, recording, and interpreting information.
• Frequent speech communication, hearing and listening to maintain communication.
• Daily use of computer and keyboard, standard office equipment and telephone.
• Ability to access, input, and retrieve information from the computer.
• Frequent hand/eye coordination to operate computer keyboard and office equipment.
• Noise level in the work environment is quiet to moderate.

SUPERVISORY RESPONSIBILITIES 

• This position has no supervisory responsibility.

Education and/or Experience

• High school diploma or general education degree (GED).
• Six (6) months customer service experience required.
• Bilingual Spanish is a plus.
• Bilingual Vietnamese is a plus.

WSP Benefits: 

WSP provides a comprehensive suite of benefits focused on a providing health and financial stability throughout the employee’s career. These benefits include coverage related to medical, dental, vision, disability, and life; retirement savings; paid sick leave; paid vacation (or other personal time); paid parental leave; and paid time off for purposes of bereavement, voting, and/or attendance at naturalization proceedings. 

Compensation
Expected Salary: $39,520 - $43,680

WSP USA is providing the compensation range that the company in good faith believes it might pay and offer for this position, based on the successful applicant’s education, experience, knowledge, skills, abilities in addition to internal equity and specific geographic location. WSP USA reserves the right to ultimately pay more or less than the posted range and offer additional benefits and other compensation, depending on circumstances not related to an applicant’s sex or other status protected by local, state, and/or federal law.

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