Job Description

WSP is currently initiating a search for a Customer Service Representative II position to sit out of our Costa Mesa, CA office.

JOB SUMMARY

The Customer Service Representative II is responsible for handling customer inquiries into the Service Center. This may include phone, chat and email response, walk-in center customer service, inbound call customer service and inbound mail response. CSR II is also responsible for resolving open customer cases. CSR may be reassigned on a long term or temporary basis to other shifts or other schedules to balance manpower or meet the needs of the company.

DUTIES AND RESPONSIBILITIES

• Include some or all of the following. Supervisor may assign other duties as needed.

• 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

• Respond to customer chat and text to answer questions and provide assistance in a timely manner

• 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 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

• 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

• Other duties as assigned.

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 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

PHYSICAL DEMANDS

• Ability to safely and successfully perform the essential job functions consistent with the ADA, FMLA (Family Medical Leave Act) and other federal, state, and local standards, including meeting qualitative and/or quantitative productivity standards.

• Ability to adhere to strict 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 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)

• Six (6) months customer service experience required

• Bilingual Spanish is a plus

• Bilingual Vietnamese is a plus

WSP Benefits

WSP provides a comprehensive suite of benefits focused on a 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 Pay (California only): $20.63/hr - $30.92/hr

WSP USA is providing the compensation range that the company in good faith believes it might pay and offer for this position, based on the successful applicant’s education, experience, knowledge, skills, abilities in addition to internal equity and specific geographic location. WSP USA reserves the right to ultimately pay more or less than the posted range and offer additional benefits and other compensation, depending on circumstances not related to an applicant’s sex or other status protected by local, state, and/or federal law.

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About WSP

WSP USA is the U.S. operating company of WSP, one of the world's leading engineering and professional services firms. Dedicated to serving local communities, we are engineers, planners, technical experts, strategic advisors and construction management professionals. WSP USA designs lasting solutions in the buildings, transportation, energy, water and environment markets. With more than 15,000 employees in over 300 offices across the U.S., we partner with our clients to help communities prosper.

WSP provides a flexible and agile workplace model while meeting client needs. Employees are also afforded a comprehensive suite of benefits including medical, dental, vision, disability, life, and retirement savings focused on providing health and financial stability throughout the employee’s career.

At WSP, we want to give our employees the challenges they seek to grow their careers and knowledge base. Your daily contributions to your team will be essential in meeting client objectives, goals and challenges. Are you ready to get started?

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.

NOTICE TO THIRD PARTY AGENCIES:

WSP does not accept unsolicited resumes from recruiters, employment agencies, or other staffing services. Unsolicited resumes include any resume or hiring document sent to WSP in the absence of a signed Service Agreement where WSP has expressly requested recruitment/staffing services specific to the position at hand. Any unsolicited resumes, including those submitted to hiring managers or other business leaders, will become the property of WSP and WSP will have the right to hire that candidate without reservation – no fee or other compensation will be owed or paid to the recruiter, employment agency, or other staffing service.

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