Job Title: Bilingual Customer Service Representative (Part Time)

Location: Otay Mesa/San Diego, CA 92154 (Onsite)

Schedule: Monday – Friday, 11:00 to 4:15 or 12:00 to 5:15 8:00AM to 6:00pm (Training will be Monday – Friday 8am – 5pm, 1 week)

Duration: Temporary to Hire (Based on performance and business need)

Pay: $ 18.00 to $20.00 per hour DOE

Job Summary:

This is a call center environment; the Customer Service Representative will take high volume of incoming calls to support our customers on the SR125 Toll Road and the I-15 Express Lanes.

Job Responsibilities

• Provide prompt, courteous, and helpful assistance to customers.
• Educate and inform customers about promotional offers; actively market transponder accounts and distribute information to interested customers.
• Respond to a broad range of inquiries from customers related to payment of tolls, pre-paid accounts, and general questions about the toll road and the express lanes; most customer interaction is by telephone, as well as in person.
• Contact and provide information to customers about toll amounts due; educate customers about payment options; prepare collection notices for overdue account balances; diffuse difficult customer situations and facilitate account resolution.
• Maintain accurate account information and records of customer communications using Customer Relationship Management (CRM) software; maintain the confidentially and integrity of customer data.
• Assemble welcome kit and account materials; refurbish and test transponders.

Experience and Qualifications

Candidates should possess a high school diploma, or equivalent, and two years of recent experience in a customer service environment. Key qualifications for these positions include:

• Experience working in a high-volume, professional call center environment, answering inbound and conducting outbound customer service calls.
• Bilingual English/Spanish (Fluent)
• Demonstrated knowledge of effective customer service techniques; experience diffusing and resolving difficult or hostile customer interactions is desirable.
• Experience maintaining customer account records in an electronic database; experience researching account information and providing accurate responses to customer questions; ability to explain information clearly and concisely.
• Experience processing account payments, including credit card and cash transactions; ability to perform mathematical calculations.
• Experience performing data entry tasks with a high degree of speed and accuracy.
• Knowledge of telephone etiquette; excellent verbal and written communication skills including appropriate use of the English language; ability to write emails and draft routine correspondence; Spanish language skills are desirable.
• Demonstrated computer software proficiency using the Microsoft Office Suite and conducting Internet research; experience with call center/CRM software applications is desirable.
• Candidates must pass a pre-employment criminal background check; periodic background checks will be a condition of ongoing employment. The selected candidates also can anticipate a driving record check upon hire, and approximately annually thereafter.