Call Center CSR - WSP USA

This Opportunity

WSP is searching for Customer Service Representatives that are passionate about solving problems and enjoy providing excellent customer service.  Our Customer Service Representatives are the core to delivering friendly and efficient support to our customers and are essential in our commitment to exceeding customer satisfaction. If you are looking to be part of a winning team and contribute to providing exceptional customer service, we would like to hear from you!  WSP offers bonus incentives, recognitions, and growth opportunities with our Customer Service career path.

The first 90 days will be working out of our Service Center in Aurora CO.   The address is 22470 E Stephen D. Hogan Parkway, Aurora CO 80018.  After successful completion of the 90 days in person, the position will move to a hybrid work from home / office opportunity.

***Only local candidates are being considered. ***

Regular shift is:

• Monday through Friday  
• Hours are 8:45 a.m. to 5:15 p.m., Exceptions during higher volume times of the year 
• 5 days- 40 hours per week.  Please be sure you can commit to this schedule before you apply.

Training/start date will begin:

Training starts on February 12, 2024 and is approximately 4 weeks long.  

Hourly pay-rate is:     $20.60 per hour;    Bilingual hourly rate is $21.21 per hour

WSP USA is providing the compensation range that the company in good faith believes it might pay and/or offer for this position within the state of Colorado, based on the successful applicant’s education, experience, knowledge, skills, and 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.

Location:

• After successfully completing 90 days, a hybrid opportunity would be available. You should have a quiet, dedicated space free from distractions.
• Reliable internet connection is required to be able to support the needs of our business as well as support the needs of your household.  Recommended Internet Speed: 100 download, 10 upload.
  • *If you do not know your speeds, please confirm with your internet provider

Computer equipment will be provided by the company

Your Impact

• The Contact Center Customer Service Representative (CSR) is responsible for handling customer inquiries into the Service Center.  This may include phone and email response, walkup customer service, inbound call customer service and inbound mail response.  CSR may be reassigned on a long term or temporary basis to another location, other shifts, or other schedules, to balance manpower or meet the needs of the company.  
• Process customer requests for new and additional transponders.
• Respond to customer emails from the Customer Service Email Inbox
• Process requests for new ExpressToll accounts
• Perform related duties as assigned by supervisor
• Meet or exceed performance criteria established for the position
• Maintain compliance with all company policies and procedures
• Help ensure phone coverage is always maintained from 8:00am - 5:15p.m. Monday through Friday

Physical Requirements: 

• Primarily sedentary physical work requiring ability to lift a maximum of 10 pounds.
• Ability to read, record and interpret information.
• Good communication and listening skills.
• Daily use of computer and keyboard, standard office equipment and telephone
• Ability to operate computer and multiple screen environment.

Who You Are

Required Qualifications

• Six (6) months or more Customer Service experience required.
• Excellent verbal communication skills
• Must be able to pass Skills Assessment Test to be considered for an interview.
• Basic computer skills, including navigating between multiple screens.
• Ability to prioritize and multitask (i.e. taking a call while entering notes and sending emails)
• Ability to work: Regular hours of Monday through Friday 8:45 a.m. to 5:15 p.m. (5 days). 
• Ability to adhere to strict attendance requirements.
• Ability to achieve and maintain departmental performance standards.
• Must be able to pass background and drug screening.

Preferred Qualifications

• Six (6) months or more with heavy volume phone experience in a Contact/Call Center
• Bilingual (Spanish/English)

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.  #LI-Hybrid

WSP will consider the first 100 applicants. If qualified candidates cannot be identified, the next set of 100 applicants received will be up for consideration.