Customer Service Representative

Summary

Under the direction of the Customer Service Supervisor/Lead, the Customer Service Representative will be responsible for quality service and providing accurate information to customers. The CSR is responsible for accurately opening accounts, explaining policies and procedures, and processing payment information. This responsibility includes ensuring service requirements are protected and accounted for in accordance with set standards.

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. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

• Ability to work variable schedules between 7:00 am - 7:00 pm M-F and Sat 8:00-2:00 pm.
• High school diploma or general education degree (GED) required.
• Typically requires a minimum of 0-1 year of related experience.

• Assists customers with the account opening process.
• Accurately explains the terms/conditions and policies/procedures relating to the account.
• Processes account payments and performs cash out process at end of shift.
• Consistently meets or exceeds performance goals to ensure the highest quality of service is provided to the customer.
• Performs account maintenance, including account changes, adjustments, and statement requests.
• Contacts customers for additional account information.
• Assists in problem correspondence as required.
• Prepares reports including CSR Daily Activity report and cash out report.
• Responds to incoming phone inquiries regarding E‑ZPass accounts, violations, and DMV.
• Communicates business rules, policies and procedures governing violation processing.
• Reviews violation appeals process with appellants.
• Receives incoming phone calls and chat requests regarding DMV services.
• Communicates business rules, policies and procedures governing DMV services.
• Administrative functions to include image review and violation lookups.
• Regular and predictable attendance is an essential function of this job.

Bi‑lingual fluency in English and Spanish preferred.

Ability to read and comprehend simple instructions, short correspondence, and memos. Ability to write simple correspondence. Ability to effectively present information at one‑on‑one and small group situations to customers, clients, and other employees of the organization.

Variable shifts will be required to support business operating hours. Extra and irregular hours may be required due to temporary and/or unforeseen work demands.

Acquires job skills and learns company policies and procedures to complete tasks.

Works on assignments that are semi‑routine in nature but recognizes the need for occasional deviation from accepted practice.

Normally follows established procedures on routine work, requires instructions only on new assignments.

Ability to add and subtract two‑digit numbers and to multiply and divide with 10's and 100's. Ability to perform these operations using units of American money and weight measurement, volume, and distance.

Ability to apply common sense understanding to carry out instructions furnished in written, oral, or diagram form. Ability to deal with problems involving several concrete variables in standardized situations.

While performing the duties of this job, the employee is regularly required to sit; use hands to finger, handle, or feel and talk or hear. The employee is occasionally required to stand, walk and reach with hands and arms. The employee must occasionally lift and/or move up to 25 pounds. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. The noise level in the work environment is usually moderate.