What are the responsibilities and job description for the Customer Service Representative position at B12 Consulting?
- The Customer Service Representative (CSR) serves as an immediate point of contact for customers and provides timely review and update of accounts through multi-channel support options regarding all inquiries, account maintenance, EZ TAG fulfillment, and multifaceted resolutions.
- Must maintain Payment Card Industry (PCI) compliance as it relates to collecting and processing accurate payments.
- This position is required to meet/exceed specific performance metrics that directly impacts the customer experience which can have a direct impact in generated revenue.
- The CSR increases and maintains expert knowledge of Harris County Toll Road Authority (HCTRA) products and services and is expected to keep up-to-date with policy, procedural, and product updates.
Duties & Responsibilities % of Time Spent (5% or Greater)
- Addresses customer inquiries and maintains customer accounts through multi-channel support options according to specific guidelines and procedures. Inquiries can involve tag fulfillment and multifaceted account resolutions. (60%)
- Maintains PCI compliance as it relates to collecting and processing accurate payments with credit card and/or banking information. (15%)
- Meets/exceeds daily qualitative and quantitative targets to maintain operational standards and strengthen customer satisfaction. (15%)
- Reconciles payments, toll tags, and prepares end-of-day reports as specified per section. (5%)
- Builds expert and dynamic knowledge of HCTRA products and services; keeps abreast of all procedural and product updates and implementing as directed. (5%)
Knowledge, Skills and Abilities
- Ability to speak clearly, correctly and listen effectively.
- Knowledge of basic math.
- Good written and interpersonal skills.
- Strong customer service skills.
- Good analytical and organization skills.
- Working knowledge of personal computers and related software; Microsoft Office including word processing, spreadsheets, and databases.
- Must possess keyboarding skills of 30 wpm and 10-key touch.
- Ability to work in a team environment and be open to change.
- Multi-tasking capabilities; ability to think logically and time management organized, flexible, and goal-oriented.
- Ability to exercise tact and to handle customer interactions in a fast, courteous and efficient manner.
- Ability to establish and maintain effective working relationships with others.
- Must be able to maintain confidentiality.
Salary : $15 - $18