Customer Service Representative I - Hybrid

WSP; Concord (CA); Híbrido; USD 26.000 - 37.000; Jornada completa

Descripción de la vacante

WSP Global Inc. in Concord, CA seeks a Customer Service Representative I for a hybrid role with an onsite office presence. Training will be onsite for ~3 weeks, with typical hours 8:00 a.m.–5:00 p.m. and occasional extended hours. Base pay is $23.00 per hour, plus $0.50/hr for Clipper experience or language skills.

The CSR I handles inbound inquiries via phone, email, and chat, builds relationships, and promotes self-service options while maintaining accurate records.

Formación

• Excellent phone etiquette and strong verbal communication.
• Prompt, friendly service and reliability.
• Able to work in a fast-paced environment with accuracy.

Responsabilidades

• Be primary contact for customers addressing service issues.
• Respond to inquiries via phone, email, chat or text.
• Educate customers on self-service options.
• Update account information and maintain records.
• Open cases and process account-related requests.
• Meet productivity and quality goals.

Conocimientos

Phone etiquette

Verbal communication

Attendance & punctuality

Teamwork

Quick learner

Typing 40 wpm

Bilingual Spanish

Bilingual Mandarin

Bilingual Cantonese

Educación

High school diploma or GED

Descripción del empleo

WSP is currently initiating a search for a Customer Service Representative I - Hybrid

This position will work out of our Concord, CA office.

Position is primarily remote, but with an expectation to come to the office a few times a month (pre-scheduled). Expect training to be onsite for about 3 weeks. Hours are CURRENTLY 8am - 5pm but MAY expand to 7am - 6pm and Saturdays 9am - 1pm.

Compensation:

Expected Salary $ $23.00/HR

Additional $0.50/HR for previous Clipper experience OR validated language proficiency in Spanish, Cantonese or Mandarin.

JOB SUMMARY

The Customer ServiceRepresentative I(CSR I)is responsible forhandlinginboundcustomer inquiries into theCustomerService Center(CSC). Thiswillinclude phone,email,andchatresponses.The CSR Iwill be assignedtoa set schedule based on the company's hours of operation and its specific operational requirements. This schedule ensures that adequate coverage is provided during peak times while aligning with the needs of the business.

DUTIES AND RESPONSIBILITIES

• Serve as the primary point of contact for customers addressing their service issuesand concerns.
• Foster strong relationships with customers and colleagues by providing friendly, efficient, and effective service.
• Answer customerinquiriesvia email, chat, or text,and provide general information and assistanceregardingproducts, services, or company policies.
• Promoteand educate customers on self-service options.
• Maintain a thorough understanding of the CSCoperations toassistcustomers and resolve problems effectively.
• Identifyand resolve product or service issues by clarifying the complaint,determiningthe cause, explaining the best solution, and following up to ensure satisfaction.
• Quickly and accurately assess individual customer needs and takeappropriateactions to address them, ensuring customer satisfaction.
• Update customer account information andmaintainaccuraterecords to ensure up-to-date data for futurereference.
• Process requests for new customer accounts.
• Open cases for unsolved customer inquiries.
• Process customer disputes.
• Process the closing of customer accounts and initiate refunds whenrequired.
• Consistently meet or exceed established goals related to productivity,schedule adherence, andquality standards.
• Communicate clearly and effectively with individualsat various levels, both within and outside the organization, toaddress customer needs.
• Performadditionaltasks asrequiredto meet the needs of the CSC and the organization.
• Promote positive customer relations with customers and coworkers.

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 abilityrequired.

• Excellent phone etiquette.
• Excellent verbal communication skills.
• Excellent attendance and punctuality.
• Enjoy providing prompt andtimelyservice to our customers.
• Possess strong interpersonal skillsand havecompassion 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 andcomprehendnormal instructions, correspondence, and memos.
• Ability to effectively present information in one-on-one situations to customers, and other employees of the organization.
• Ability to apply commonsenseunderstanding to carry out detailed written or oral instructions.
• Ability to work flexible eight (8) hourshiftbetween 8:00 a.m. to5:00 p.m. Monday to Fridayand 9amto1pm on Saturdays.
• Flexibilityto work remotelyorin an office environmentas needed.
• Must have aquiet and secure remote working environment.
• Must be able to pass background and drug screenings.
• Achieve andmaintaindepartmental performance standards.
• Knowledge of basic computer skills and navigation within the Windows operating system.
• Ability to type at a speed of 40+ words per minute.

PHYSICAL DEMANDS

• Ability toperform job tasks while adhering to standards outlined by ADA, FMLA, and other relevant laws.
• Consistent and reliable attendance isrequiredfor the role.
• The work is primarilysitting butrequires the ability toliftupto10IBSoccasionally, and to walk,stand, and carry items as needed.
• The ability to read, record, and interpret written information is necessary.
• Regular verbal communication and listening skills are essential.
• Daily use ofa computer, keyboards, and office equipment, including retrieving and inputting information.
• The work environmentrequires a quiet noise level.

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
• BilingualinSpanish is a plus
• BilingualinMandarinis a plus
• Bilingual inCantoneseis a plus

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