Customer Service Representative

$34,320 - $36,400/Yr

Kapsch Trafficcom North America - Corona, CA

Full-time - Entry Level

Onsite - Corona, CA

About the position

The Customer Service Representative at Kapsch TrafficCom is responsible for managing and resolving customer inquiries through various communication channels including telephone, web chat, and email. This role involves following established guidelines to assist customers with account setup, maintenance, and addressing violation notices. The representative will document customer interactions and ensure accurate information is provided to customers in alignment with business rules and procedures.

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 role.

Benefits

• Opportunity to solve complex problems that improve daily the lives of people around the world.
• Opportunity to work with cutting edge technologies in a high-growth industry.
• Career growth and development.
• Casual work environment.
• Full benefits package including paid time off, 401(k) and a no-cost medical insurance option for employee and eligible dependents.