Customer Service Representative (Costa Mesa)

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.

• 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)
• Customer service experience a plus
• Bilingual Spanish is a plus
• Bilingual Vietnamese is a plus