Customer Service Representative

Direct Hire with reporting to Costa Mesa, CA

The Customer Service Representative I (CSR I) is responsible for handling customer inquiries into the Service Center. This may include phone and email response, walk-in center customer service, inbound call customer service and inbound mail response. 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.

DUTIES AND RESPONSIBILITIES include some or all of the following. Supervisor may assign other duties as needed.

• 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
• 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
• 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
• Respond to customer chat and text to answer questions and provide assistance when required
• Other duties as assigned.

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.

PHYSICAL DEMANDS

SUPERVISORY RESPONSIBILITIES

This position has no supervisory responsibility.

Education and / or Experience