Customer Service Representative I - Hybrid
WSP in the U.S., Concord, CA, United States
Overview
Job Description
WSP is initiating a search for a
Customer Service Representative I - Hybrid . This position will work out of our
Concord, CA
office. Position is primarily remote, with an expectation to come to the office a few times a month (pre-scheduled). Training is expected on-site for about 3 weeks. Hours are currently 8:00 a.m. – 5:00 p.m., with potential expansion to 7:00 a.m. – 6:00 p.m. and Saturdays 9:00 a.m. – 1:00 p.m. Compensation:
Expected Salary $23.00 per hour, with an additional $0.50 per hour for prior Clipper experience or validated language proficiency in Spanish, Cantonese, or Mandarin.
Responsibilities
Serve as the primary point of contact for customers addressing 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 regarding products, services, or company policies. Promote and educate customers on self-service options. Maintain a thorough understanding of 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 for future reference. Process requests for new customer accounts. Open cases for unsolved customer inquiries and 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 with individuals at various levels, both within and outside the organization, to address customer needs. Perform additional tasks as required to meet CSC and organizational needs. Promote positive customer relations with customers and coworkers.
Qualifications
Excellent phone etiquette and verbal communication skills. Excellent attendance and punctuality. Enjoy providing prompt and timely service to customers. Strong interpersonal skills with compassion and empathy for customer situations. Energetic, self-motivated, and quick-thinking. Ability to work in a team or independently; flexible and open to learning in a fast-paced environment. Ability to read and comprehend normal instructions and correspondence. Ability to present information effectively in one-on-one settings. Ability to follow detailed instructions using common sense. Ability to work a flexible eight-hour shift between 8:00 a.m. – 5:00 p.m. Monday to Friday and 9:00 a.m. – 1:00 p.m. on Saturdays. Flexibility to work remotely or in an office environment as needed. Quiet and secure remote working environment. Must pass background and drug screenings. Achieve and maintain departmental performance standards. Knowledge of basic computer skills and Windows OS. Typing speed of 40+ words per minute.
Physical Demands
Ability to perform job tasks in accordance with ADA, FMLA, and related laws. Consistent and reliable attendance is required. Primarily sedentary work; ability to lift up to 10 pounds occasionally and to walk, stand, and carry items as needed. Regular reading, recording, and interpretation of information. Daily use of a computer and office equipment. Quiet work environment is required.
Supervisory Responsibilities
This position has no supervisory responsibilities.
Education and/or Experience
High school diploma or GED. Customer service experience is a plus. Bilingual in Spanish, Mandarin, or Cantonese is a plus.
About WSP
WSP USA is the U.S. operating company of WSP, a global engineering and professional services firm. WSP USA designs lasting solutions in buildings, transportation, energy, water, and environment markets. With more than 15,000 employees in over 300 offices across the U.S., we partner with clients to help communities prosper.
Equal Opportunity
WSP USA (and all U.S. companies) is an Equal Opportunity Employer. The selected candidate must be authorized to work in the United States.
Notice to Agencies
WSP does not accept unsolicited resumes from recruiters, employment agencies, or other staffing services. Unsolicited resumes will become the property of WSP and may be hired without fee or compensation to the recruiter or agency.
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Job Description
WSP is initiating a search for a
Customer Service Representative I - Hybrid . This position will work out of our
Concord, CA
office. Position is primarily remote, with an expectation to come to the office a few times a month (pre-scheduled). Training is expected on-site for about 3 weeks. Hours are currently 8:00 a.m. – 5:00 p.m., with potential expansion to 7:00 a.m. – 6:00 p.m. and Saturdays 9:00 a.m. – 1:00 p.m. Compensation:
Expected Salary $23.00 per hour, with an additional $0.50 per hour for prior Clipper experience or validated language proficiency in Spanish, Cantonese, or Mandarin.
Responsibilities
Serve as the primary point of contact for customers addressing 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 regarding products, services, or company policies. Promote and educate customers on self-service options. Maintain a thorough understanding of 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 for future reference. Process requests for new customer accounts. Open cases for unsolved customer inquiries and 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 with individuals at various levels, both within and outside the organization, to address customer needs. Perform additional tasks as required to meet CSC and organizational needs. Promote positive customer relations with customers and coworkers.
Qualifications
Excellent phone etiquette and verbal communication skills. Excellent attendance and punctuality. Enjoy providing prompt and timely service to customers. Strong interpersonal skills with compassion and empathy for customer situations. Energetic, self-motivated, and quick-thinking. Ability to work in a team or independently; flexible and open to learning in a fast-paced environment. Ability to read and comprehend normal instructions and correspondence. Ability to present information effectively in one-on-one settings. Ability to follow detailed instructions using common sense. Ability to work a flexible eight-hour shift between 8:00 a.m. – 5:00 p.m. Monday to Friday and 9:00 a.m. – 1:00 p.m. on Saturdays. Flexibility to work remotely or in an office environment as needed. Quiet and secure remote working environment. Must pass background and drug screenings. Achieve and maintain departmental performance standards. Knowledge of basic computer skills and Windows OS. Typing speed of 40+ words per minute.
Physical Demands
Ability to perform job tasks in accordance with ADA, FMLA, and related laws. Consistent and reliable attendance is required. Primarily sedentary work; ability to lift up to 10 pounds occasionally and to walk, stand, and carry items as needed. Regular reading, recording, and interpretation of information. Daily use of a computer and office equipment. Quiet work environment is required.
Supervisory Responsibilities
This position has no supervisory responsibilities.
Education and/or Experience
High school diploma or GED. Customer service experience is a plus. Bilingual in Spanish, Mandarin, or Cantonese is a plus.
About WSP
WSP USA is the U.S. operating company of WSP, a global engineering and professional services firm. WSP USA designs lasting solutions in buildings, transportation, energy, water, and environment markets. With more than 15,000 employees in over 300 offices across the U.S., we partner with clients to help communities prosper.
Equal Opportunity
WSP USA (and all U.S. companies) is an Equal Opportunity Employer. The selected candidate must be authorized to work in the United States.
Notice to Agencies
WSP does not accept unsolicited resumes from recruiters, employment agencies, or other staffing services. Unsolicited resumes will become the property of WSP and may be hired without fee or compensation to the recruiter or agency.
#J-18808-Ljbffr