Job Description:

Job Title: Customer Service RepresentativeLocation: Otay MesaSan Diego, CA 92154 (Onsite)Schedule: 8:00AM to 6:00pm (weeks of training might be slightly different)Duration: Temporary to Hire (Based on performance and business need)Pay: $ 18.00 to $20.00 per hour DOEJob Summary:This is a call center environment; the Customer Service Representative will take high volume of incoming calls to support our customers on the SR125 Toll Road and the I-15 Express Lanes.Job ResponsibilitiesProvide prompt, courteous, and helpful assistance to customers.Educate and inform customers about promotional offers; actively market transponder accounts and distribute information to interested customers.Respond to a broad range of inquiries from customers related to payment of tolls, pre-paid accounts, and general questions about the toll road and the express lanes; most customer interaction is by telephone, as well as in person.Contact and provide information to customers about toll amounts due; educate customers about payment options; prepare collection notices for overdue account balances; diffuse difficult customer situations and facilitate account resolution.Maintain accurate account information and records of customer communications using Customer Relationship Management (CRM) software; maintain the confidentially and integrity of customer data.Assemble welcome kit and account materials; refurbish and test transponders.Experience and QualificationsCandidates should possess a high school diploma, or equivalent, and two years of recent experience in a customer service environment. Key qualifications for these positions include:Experience working in a high-volume, professional call center environment, answering inbound and conducting outbound customer service calls.Bilingual EnglishSpanish (Fluent)Demonstrated knowledge of effective customer service techniques; experience diffusing and resolving difficult or hostile customer interactions is desirable.Experience maintaining customer account records in an electronic database; experience researching account information and providing accurate responses to customer questions; ability to explain information clearly and concisely.Experience processing account payments, including credit card and cash transactions; ability to perform mathematical calculations.Experience performing data entry tasks with a high degree of speed and accuracy.Knowledge of telephone etiquette; excellent verbal and written communication skills including appropriate use of the English language; ability to write emails and draft routine correspondence; Spanish language skills are desirable.Demonstrated computer software proficiency using the Microsoft Office Suite and conducting Internet research; experience with call centerCRM software applications is desirable.Candidates must pass a pre-employment criminal background check; periodic background checks will be a condition of ongoing employment. The selected candidates also can anticipate a driving record check upon hire, and approximately annually thereafter.