The following information was provided by METRO
The Customer Service Representative 11 -Walk-in Center (CSR II) is responsible for a variety of duties. Duties include the responsibility of providing exceptional customer service for all customers contacting the front desk through the Customer Service Center (CSC). The position will also process various financial transactions such as customer payments. This may include phone and email response, walk-in center customer service, inbound/outbound call customer service and inbound mail response.
Integrates program, customer, product and in-service strategies into source selection, negotiation and contracting strategies. Negotiates pricing and contract terms and conditions. Conducts risk, issues and opportunities management. Manages supply and demand, schedules, supplier quality and delivery. Initiates and executes supplier improvement activities and integrates results into contracting strategies.
Serve as the first point of public contact for all customer service issues related to face-to-face customer service provided for walk-in center customers
Promote positive customer relations with customers and coworkers.
Respond to calls from the public and provide general information and service when required.
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 to solve the problem; expediting correction or adjustment; following up to ensure resolution
Quickly and accurately identify and assess individual needs, as well as take the 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
Resolve and close open cases in a timely manner
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
Process returned customer mail
Process customer requests for new, additional, replacement and returned transponders
Process payment plans for all customers contacting the front desk, this also includes via email or fax
Process all retail applications for all customers /contacting the front desk
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
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.
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 ability required.
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 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
Ability to work flexible eight (8) hour shift between 8:00 a.m. to 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 safely and successfully perform the essential job functions consistent with the ADA, FMLA (Family Medical and Leave Act) and other federal, state, and local standards, including meeting qualitative and/or quantitative productivity standards.
Ability to adhere to attendance requirements
Primarily sedentary physical 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 key
There are no supervisory responsibilities for this position. EDUCATION AND/OR EXPERIENCE
High School Diploma or equivalent required
Six (6) months customer service experience required
Bilingual Vietnamese required
This WIOA Title I financially assisted program or activity is an equal opportunity employer/program. Auxiliary aids and services are available upon request to individuals with disabilities. If you need special assistance to participate in this program, please call (714) 480-6500. TDD/TTY users, please call the California Relay Service at (800) 735-2922 or 711. Please call 72 hours in advance to allow the OC Workforce Solutions Center to make reasonable arrangements to ensure accessibility to this program.
The views, information, or opinions expressed by the organization(s) mentioned are solely those of the individuals involved and do not necessarily represent those of the County of Orange and its employees.