Customer Service Representative

Electronic Toll Collection (Pty) Ltd; Corona (CA); On-site; USD 24,000 - 30,000; Full time

Benefits offered by this job

Paid time off

401(k)

No-cost medical insurance for employee

Job summary

Kapsch TrafficCom is seeking a customer service associate for an onsite role in California. You will handle calls, emails and chats, process payments, and resolve inquiries with a focus on accuracy and customer satisfaction.

The position requires 1-3 years in customer service, excellent communication, and the ability to work 8-hour shifts 8:00 am–6:00 pm with rotating Saturdays. Starting pay rate is $17.50–$22.00/hr; bilingual preferred but not required.

Qualifications

• High school diploma or equivalent required.
• 1-3 years' experience in a customer service call center or retail environment.
• Excellent communication skills, interpersonal skills and professional phone demeanor.
• Beginner to intermediate MS Office - Word, Excel and Outlook.
• Ability to learn internal, proprietary systems.
• Self-motivated, dependable, detail-oriented and team-oriented.
• Analytical, with a sense of urgency and initiative.
• Must be able to work 8-hour shift 8:00 am–6:00 pm Mon-Fri with rotating Saturday 9:00 am–1:00 pm.

Responsibilities

• Serves as the first point of public contact for all customer service issues.
• Respond to calls from the public and provide general information about the PROGRAM.
• Maintain knowledge of the 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 and adjust account discrepancies as requested.
• Process and reply to emails from customers.
• Process customer disputes and image review queues.
• Conduct web chats to answer questions and assist customers.
• Close customer accounts and issue refunds when necessary.

Skills

Customer service

Call center

MS Office

Education

High school diploma

Tools

MS Office

Job description

Kapsch is one of Austria's most successful global technology companies. With its comprehensive ITS (Intelligent Transportation Systems) portfolio, Kapsch is actively addressing the challenges of the present and the future with intelligent mobility solutions in a wide range of application areas. As a family-owned company founded in 1892 and headquartered in Vienna, Kapsch can look back on 130 years of experience with the future. To learn more about our solutions and innovations, visit our website here.

This is an onsite, office-based position, and remote worker options are not available. This is a full-time opportunity, so we are looking for candidates who are able to work an 8-hour shift within our operating hours of 8:00 am - 6:00 pm Monday to Friday. All Reps will also be part of a rotating once a month Saturday shift from 9:00 am - 1:00 pm. This is not permanent.

Starting Pay Rate: $17.50 - $22.00 Bi-lingual preferred, but not required.

• All new hires will participate in formal job training. Formal call center experience is not required.

Role Responsibilities

• Serves 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.


• Maintains 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, researches and adjusts account discrepancies as requested by Customer Service Supervisor.


• Process and reply to e-mails from customers.


• Process customer disputes.


• Process image review queues


• 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 documents all updates on BOS.


• Maintains a consistent, high quality, customer-focused orientation when conducting business and providing services or products to clients, the general public and other external customers.


• Exhibits professional image in a team environment with the ability to interact well and in positive manner, with all team members.


• Performs other necessary duties as assigned by the PROGRAM management.

What’s in it for you?

• 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

What We Are Looking For.

• 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 when.


• Must be able to work an 8-hour shift from 8:00 am - 6:00 pm Monday to Friday with rotating Saturday shifts from 9:00 am - 1:00 pm.

Kapsch TrafficCom is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to age, race, creed, color, national origin, ancestry, marital status or sexual orientation, gender identity or expression, disability, nationality or sex. Kapsch TrafficCom is a drug-free workplace. Kapsch is committed to working with and providing reasonable accommodations to individuals with disabilities. If you require need a reasonable accommodation for any part of the application or interview process, please send an email to [e-mail] to advise of the nature of your request along with your contact information.

Candidates Requiring Sponsorship: Kapsch TrafficCom regrets that presently we are unable to consider individuals for this position who will require sponsorship for employment visa status (i.e., TN, H1-B, OPT, etc.).