WSP in the U.S.
Customer Service Representative I
WSP in the U.S., Costa Mesa, California, United States, 92626
Customer Service Representative I – Costa Mesa, CA
The Customer Service Representative I is responsible for handling customer inquiries at the Service Center. Duties include phone and email response, walk‑in center customer service, inbound call service, and inbound mail response. CSRs may be assigned on a long‑term or temporary basis to other shifts or schedules to balance manpower or meet company needs.
DUTIES AND RESPONSIBILITIES
Serve as the first point of public contact for all customer service issues
Promote positive customer relations with customers and coworkers
Respond to calls from the public and provide general information and service
Maintain a thorough knowledge and understanding of the customer service center and operations to assist customers and resolve problems
Resolve product or service problems by clarifying the customer's complaint, determining the cause of the problem, selecting and explaining the best solution, expediting correction or adjustment, and following up to ensure resolution
Quickly and accurately identify and assess individual needs, and take appropriate action steps to satisfy those needs
Maintain customer records by updating account information
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
Perform updates to toll violations, violation payments, customer payments or accounts to keep demographics, vehicle, and credit card information current
Consistently meet established productivity, schedule adherence, and quality standards
Communicate effectively with a variety of people across various levels both within and outside the organization
Make positive suggestions on improving and streamlining workflow processes and enhancing profitability
Develop a strong teamwork ethic
Follow communication procedures, guidelines, and policies
Provide face‑to‑face customer service with walk‑in center customers when required
Respond to customer emails from the customer service email inbox to answer questions and provide assistance when required
Respond to customer chat and text to answer questions and provide assistance when required
Other duties as assigned
QUALIFICATIONS
Excellent phone etiquette
Excellent verbal communication skills
Excellent attendance and punctuality
Enjoy providing prompt and timely service to our customers
Possess strong interpersonal skills and have compassion and empathy for customer situations
Be energetic, self‑motivated, and quick‑thinking
Ability to work a flexible eight (8) hour shift between 8:00 a.m. and 6:00 p.m. Monday to Friday
Must be able to pass background and drug screenings
Ability to achieve and maintain departmental performance standards
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, clients, and other employees of the organization
Ability to apply common sense understanding to carry out detailed written or oral instructions
PHYSICAL DEMANDS
Ability to safely and successfully perform the essential job functions consistent with the ADA, FMLA and other federal, state, and local standards, including meeting qualitative and/or quantitative productivity standards
Ability to adhere to strict attendance requirements
Primarily sedentary work requiring ability to lift a maximum of 10 pounds
Must be able to lift, carry, walk, and stand
Vision for reading, recording, and interpreting information
Frequent speech communication, hearing and listening to maintain communication
Daily use of computer and keyboard, standard office equipment and telephone
Ability to access, input, and retrieve information from the computer
Frequent hand/eye coordination to operate computer keyboard and office equipment
Noise level in the work environment is quiet to moderate
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
Bilingual Spanish is a plus
Bilingual Vietnamese is a plus
WSP BENEFITS WSP provides a comprehensive suite of benefits focused on providing health and financial stability throughout the employee’s career. These benefits include coverage related to medical, dental, vision, disability, and life; retirement savings; paid sick leave; paid vacation (or other personal time); paid parental leave; and paid time off for purposes of bereavement, voting, and/or attendance at naturalization proceedings.
COMPENSATION Expected Salary: $19 per hour. Additional $0.50 per hour for Spanish or Vietnamese speakers. WSP USA reserves the right to ultimately pay more or less than the posted range and offer additional benefits and other compensation based on circumstances not related to protected status.
ABOUT WSP WSP USA is the U.S. operating company of WSP, a leader in engineering and professional services. With more than 15,000 employees in over 300 offices across the U.S., we partner with clients to help communities prosper.
WSP USA (and all of its U.S. companies) is an Equal Opportunity Employer Race/Age/Color/Religion/Sex/Sexual Orientation/Gender Identity/National Origin/Disability or Protected Veteran Status.
The selected candidate must be authorized to work in the United States.
WSP does not accept unsolicited resumes from recruiters, employment agencies, or other staffing services. Unsolicited resumes become the property of WSP and may be used for hiring without compensation to the recruiter.
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DUTIES AND RESPONSIBILITIES
Serve as the first point of public contact for all customer service issues
Promote positive customer relations with customers and coworkers
Respond to calls from the public and provide general information and service
Maintain a thorough knowledge and understanding of the customer service center and operations to assist customers and resolve problems
Resolve product or service problems by clarifying the customer's complaint, determining the cause of the problem, selecting and explaining the best solution, expediting correction or adjustment, and following up to ensure resolution
Quickly and accurately identify and assess individual needs, and take appropriate action steps to satisfy those needs
Maintain customer records by updating account information
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
Perform updates to toll violations, violation payments, customer payments or accounts to keep demographics, vehicle, and credit card information current
Consistently meet established productivity, schedule adherence, and quality standards
Communicate effectively with a variety of people across various levels both within and outside the organization
Make positive suggestions on improving and streamlining workflow processes and enhancing profitability
Develop a strong teamwork ethic
Follow communication procedures, guidelines, and policies
Provide face‑to‑face customer service with walk‑in center customers when required
Respond to customer emails from the customer service email inbox to answer questions and provide assistance when required
Respond to customer chat and text to answer questions and provide assistance when required
Other duties as assigned
QUALIFICATIONS
Excellent phone etiquette
Excellent verbal communication skills
Excellent attendance and punctuality
Enjoy providing prompt and timely service to our customers
Possess strong interpersonal skills and have compassion and empathy for customer situations
Be energetic, self‑motivated, and quick‑thinking
Ability to work a flexible eight (8) hour shift between 8:00 a.m. and 6:00 p.m. Monday to Friday
Must be able to pass background and drug screenings
Ability to achieve and maintain departmental performance standards
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, clients, and other employees of the organization
Ability to apply common sense understanding to carry out detailed written or oral instructions
PHYSICAL DEMANDS
Ability to safely and successfully perform the essential job functions consistent with the ADA, FMLA and other federal, state, and local standards, including meeting qualitative and/or quantitative productivity standards
Ability to adhere to strict attendance requirements
Primarily sedentary work requiring ability to lift a maximum of 10 pounds
Must be able to lift, carry, walk, and stand
Vision for reading, recording, and interpreting information
Frequent speech communication, hearing and listening to maintain communication
Daily use of computer and keyboard, standard office equipment and telephone
Ability to access, input, and retrieve information from the computer
Frequent hand/eye coordination to operate computer keyboard and office equipment
Noise level in the work environment is quiet to moderate
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
Bilingual Spanish is a plus
Bilingual Vietnamese is a plus
WSP BENEFITS WSP provides a comprehensive suite of benefits focused on providing health and financial stability throughout the employee’s career. These benefits include coverage related to medical, dental, vision, disability, and life; retirement savings; paid sick leave; paid vacation (or other personal time); paid parental leave; and paid time off for purposes of bereavement, voting, and/or attendance at naturalization proceedings.
COMPENSATION Expected Salary: $19 per hour. Additional $0.50 per hour for Spanish or Vietnamese speakers. WSP USA reserves the right to ultimately pay more or less than the posted range and offer additional benefits and other compensation based on circumstances not related to protected status.
ABOUT WSP WSP USA is the U.S. operating company of WSP, a leader in engineering and professional services. With more than 15,000 employees in over 300 offices across the U.S., we partner with clients to help communities prosper.
WSP USA (and all of its U.S. companies) is an Equal Opportunity Employer Race/Age/Color/Religion/Sex/Sexual Orientation/Gender Identity/National Origin/Disability or Protected Veteran Status.
The selected candidate must be authorized to work in the United States.
WSP does not accept unsolicited resumes from recruiters, employment agencies, or other staffing services. Unsolicited resumes become the property of WSP and may be used for hiring without compensation to the recruiter.
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