Customer Service Representative I - Hybrid
WSP, Concord, CA, United States
Customer Service Representative I - Hybrid
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 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 commonsense understanding to carry out detailed written or oral instructions. Ability to work flexible eight (8) hour shift between 8:00 a.m. to5:00 p.m. Monday to Friday and 9am to1pm on Saturdays. Flexibility to work remote 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. PHYSICAL DEMANDS
Ability to perform job tasks while adhering to standards outlined by ADA, FMLA, and other relevant laws. Consistent and reliable attendance is required for the role. The work is primarily sitting but requires the ability to lift up to 10IBS occasionally, 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 of a computer, keyboards, and office equipment, including retrieving and inputting information. The work environment requires 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 Bilingual in Spanish is a plus Bilingual in Mandarin is a plus Bilingual in Cantonese is a plus
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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 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 commonsense understanding to carry out detailed written or oral instructions. Ability to work flexible eight (8) hour shift between 8:00 a.m. to5:00 p.m. Monday to Friday and 9am to1pm on Saturdays. Flexibility to work remote 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. PHYSICAL DEMANDS
Ability to perform job tasks while adhering to standards outlined by ADA, FMLA, and other relevant laws. Consistent and reliable attendance is required for the role. The work is primarily sitting but requires the ability to lift up to 10IBS occasionally, 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 of a computer, keyboards, and office equipment, including retrieving and inputting information. The work environment requires 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 Bilingual in Spanish is a plus Bilingual in Mandarin is a plus Bilingual in Cantonese is a plus
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