The Customer Service Representative (CSR) reports to the Call
Center Supervisor and assists customers with new-account
enrollments, payments, inquiries, and toll bill-related questions
over the phone. Additional responsibilities also include assisting
with image review and other special projects.
Essential Duties and Responsibilities
This position includes the following duties. Other duties may be
assigned to meet business needs.
? Answers incoming calls and makes any necessary follow up outbound
? Knowledgeable in the processing of transactions in the system;
receives, processes, and deposits payments; updates accounts as to
their status; and opens new accounts.
? Takes credit card payments over the phone for the accounts,
noticed transactions, and new accounts.
? Researches and resolves customer issues.
? Processes and fills out multiple types of electronic forms.
? Writes and receives correspondence via fax, mail, and e-mail.
? Performs data entry.
? Documents phone calls and actions in the database.
? Receives and processes account update requests from inbound phone
calls and mail, as directed.
? Records individual completed daily work statistics.
? Troubleshoots situations accurately, quickly and efficiently for
customers on the phone.
? Helps other departments with their tasks when inbound call volume
? Maintains an above average attendance record.
Qualifications / Requirements
? High school diploma or GED is required.
? Passage of a standardized test, indicating rudimentary skills in
data entry, writing, math skills and language skills
? Prior customer service or Call Center experience preferred.
? Ability to learn and operate computer software programs for
accessing and controlling CSC/VPC systems or ITS field devices with
strong computer and data entry skills
? Outstanding verbal communication skills (phone etiquette).
? Detail oriented, ability to multi-task, and highly organized.
Desired Education: High School degree is required some college is
Desired Job Experience Previous Call Center / CSR experience
Other Qualifications Positive and enthusiastic customer service
attitude; Exceptional ability to communicate clearly in English
(written & verbal) & bi-lingual in Spanish (verbal) a plus;
Exposure to and knowledge of Microsoft Windows applications (2000 /
XP); ; Able to follow process workflow; Able to type 35 wpm.
We are an equal employment opportunity employer and will consider
all qualified candidates without regard to disability or protected