Customer Service Representative

$34,320 - $36,400/Yr

Kapsch Trafficcom Ag - Corona, CA

Full-time - Entry Level

Onsite - Corona, CA

Professional, Scientific, and Technical Services

About the position

The Customer Service Representative at Kapsch TrafficCom will serve as the first point of contact for customers, addressing inquiries and resolving issues through various communication channels including phone, web chat, and email. This full-time role requires adherence to established guidelines while providing support for account management and customer service related to violation notices. The position is office-based, requiring a commitment to an 8-hour shift schedule, including rotating Saturday shifts.

Responsibilities

• Serve as the first point of public contact for all customer service issues.
• Respond to calls from the public and provide general information and service regarding the PROGRAM.
• Maintain a thorough knowledge and understanding of the customer service center and PROGRAM operations to assist customers and resolve problems.
• Process credit card and e-check payments for replenishment or violation payments.
• Open cases for unsolved customer inquiries.
• Handle customer complaints, research and adjust account discrepancies as requested by Customer Service Supervisor.
• Process and reply to e-mails from customers.
• Process customer disputes.
• Conduct web chat to answer questions and provide assistance to customers.
• Process the closing of customer accounts and issue refunds when necessary.
• Perform updates to toll violations, violation payments, customer payments or accounts to keep demographic, vehicle and credit card information current.
• Accurately document all updates on BOS.
• Process Image Reviews from VIP system.
• Assist customers in the Walk In Center (In-Person).
• Process transponder fulfillment orders for new customers.
• Process outbound calls for customer follow-up with outstanding violations.
• Maintain a consistent, high quality, customer-focused orientation when conducting business and providing services or products to clients, the general public and other external customers.
• Exhibit a professional image in a team environment with the ability to interact well and positively with all team members.
• Perform other necessary duties as assigned by the PROGRAM management.

Requirements

• High school diploma or equivalent required.
• 1-3 years' experience in a customer service call center or retail customer service environment.
• Excellent communication skills, interpersonal skills, and professional phone demeanor.
• Beginner to intermediate level experience with MS Office - Word, Excel, and Outlook.
• Ability to learn internal, proprietary systems.
• Must be self-motivated, dependable, detail-oriented, and enjoy working in a team-oriented environment.
• Analytical, with a sense of urgency and the capability to take individual initiative in the role.

Nice-to-haves

• Bilingual (English-Spanish) candidates preferred.

Benefits

• 401(k)
• Health insurance
• Paid time off