High Volume Call Center...Must have incoming call center experience. Hours are 8:30-5:30 M-F and Sat. 9:00am to 1:00pm occasional. Expectations should be to have a possible split days off due to work load. Opportunity for contact-to-hire based on performance.
Assist both customers and toll violators by answering questions regarding account details, policy and procedures in fast paced inbound call center. Research and resolve customer claims and disputes. Establish and maintain customer accounts. Process credit card payments. Prepare and send correspondence as needed. All while providing exceptional customer service.
Answer phones and respond to customer requests in courteous and professional manner.
Maintain and establish new customer accounts.
Provide customers with product and service information.
Identify, research, and resolve customer issues using available resources.
Escalate customer inquires and issues when not able to resolve.
Update credit card information and process payments
Research billing and payment issues.
Review account history and activity with customers
Alert the supervisor of trends in customer calls.
Educate customers on how prepaid tolling system works
Provide toll violators with options to resolving outstanding violations
Maintain up to date knowledge of services and procedures
Assist customers will website navigation and enrolment
Complete all necessary forms and or correspondence
Provide on-the-job training for new employees
Other duties as assigned.
Bilingual Spanish a plus