Customer Service Representative

Job Description

Job Description

M-F, 9 : 30AM - 6 : 30PM

Definition and Examples of Work

• Opens and maintains K-TAG accounts including : issuing and replacing K-TAGs, accepting all types of payments, and providing receipts.
• Works within the K-TAG database to assign ID numbers to customer accounts.
• Receives K-TAGs from customers,mail, etc., and prepares them for return to the manufacturer or for recycling.
• Assists K-TAG and non-K-TAG customers with violation inquiries, resolution, and processing of payments.
• Processes payments for customer accounts in compliance with credit card handling procedures.
• Communicates directly with the customer in-person, via phone, email and / or mail to resolve all questions, issues, complaints, billing errors, etc.
• Problem solves with the customer to identify why the customer has an issue and provide a solution in an efficient manner.
• Maintains KTA system knowledge to assist in customer service inquiries, including construction KTA changes and location-specific information.
• Recognizes and alerts the supervisor of trends in customer calls.
• Additional duties may be assigned as business needs require.

Latitude and Impact of Position

This position works independently and as part of a team, including providing input and problem solving with others to complete tasks. Most assigned duties are consistent from day to day. Negotiation and persuasion is used with internal and external customers and vendors on a daily basis. Decision making is typically done independently within established company guidelines. Successful completion of job tasks significantly impacts customer satisfaction and external company image.

Work Environment

The work environment described here is representative of the general work environment for the position. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

QUALIFICATION

Required Knowledge, Skills and Abilities

Preferred Knowledge, Skills and Abilities

Required Education and Experience

Certification, License, Registration

Physical requirements

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Other Requirements