Description
WSP is seeking a Customer Service Representative I to work in a hybrid role from our Concord, CA office.
The Customer Service Representative I (CSR I) is responsible for handling inbound customer inquiries into the Customer Service Center (CSC).
Responsibilities:
- Serve as primary point of contact for customers addressing their service issues and concerns.
- Foster strong relationships with customers and colleagues by providing friendly, efficient, and effective service.
- Answer customer inquiries via email, chat, or text, and provide general information and assistance regarding products, services, or company policies.
- Promote and educate customers on self-service options.
- Maintain a thorough understanding of the CSC operations to assist customers and resolve problems effectively.
- Identify and resolve product or service issues by clarifying the complaint, determining the cause, explaining the best solution, and following up to ensure satisfaction.
- Quickly and accurately assess individual customer needs and take appropriate actions to address them, ensuring customer satisfaction.
- Update customer account information and maintain accurate records to ensure up-to-date data for future reference.
- 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.
- Consistently meet or exceed established goals related to productivity, schedule adherence, and quality standards.
- Communicate clearly and effectively with individuals at various levels, both within and outside the organization, to address customer needs.
- Perform additional tasks as required to meet the needs of the CSC and the organization.
- Promote positive customer relations with customers and coworkers.
Qualifications:
- Excellent phone etiquette.
- Excellent verbal communication skills.
- Excellent attendance and punctuality.
- Enjoy providing prompt and timely service to 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, 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 5:00 p.m. Monday to Friday and 9am to 1pm on Saturdays.
- Flexibility to work remotely or in an office environment as needed.
- Must have a quiet and secure remote working environment.
- Must be able to pass background and drug screenings.
- Achieve and maintain departmental 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.
Compensation:
- Expected Salary $23.00/HR
- Additional $0.50/HR for previous Clipper experience OR validated language proficiency in Spanish, Cantonese or Mandarin.