Customer Service Representative - Bilingual

Job Posting Title

Customer Service Representative I - Bilingual

Agency: 978 OKLAHOMA TURNPIKE AUTHORITY

Supervisory Organization:
Customer Svc Administration–Customer Service Administration

Job Posting End Date:
Refer to the date listed at the top of this posting, if available. Continuous if date is blank.

Note:

Applications will be accepted until 11:59 PM on the day prior to the posting end date above.

Estimated Appointment End Date (Continuous if Blank):
Full/Part-Time:
Full time

Job Type: Regular

Compensation:
This is a level I position, with a pay rate of $22.75 per hour ($47,323 annually). Level II, with a pay rate of $24.18 per hour ($50,300.00 annually) may be achieved after meeting the qualifications for that level.

The Oklahoma Turnpike Authority (OTA) has been serving Oklahomans since 1947, managing and maintaining a modern, safe, and efficient turnpike system across the state. With a commitment to customer service and innovation, OTA plays a vital role in ensuring smooth and reliable travel for millions of motorists each year. As a part of our team, you'll have the opportunity to make a meaningful impact while working in a collaborative and supportive environment.

OTA offers competitive pay, excellent benefits, and opportunities for growth, making it an excellent choice to build your career in public service.

This is a full-time position working Monday – Friday, approximately 7:55am – 4:55pm, working in the office in Oklahoma City.

We are seeking Customer Service Representatives (level I) who are bilingual in English and Spanish to join our team and provide exceptional service to customers. In this role, you will be responsible for delivering exceptional customer service in a call center environment, assisting customers with their inquiries related to PIKEPASS accounts and services. We are looking for candidates with strong communication skills, problem-solving abilities, and a commitment to providing outstanding customer support.

• Answer incoming calls, in Spanish, promptly and professionally, providing courteous and efficient service to customers.
• Address customer inquiries, concerns, and complaints regarding the Oklahoma Turnpike system, toll rates, account information, and general information about the authority.
• Provide accurate and up-to-date information to customers by utilizing available resources, databases, and training materials.
• Process customer transactions, including toll payments, account updates, and issuing toll tags.
• Identify and escalate complex or unresolved customer issues to the appropriate department or supervisor.
• Maintain a high level of knowledge about the Oklahoma Turnpike system, including current toll rates, policies, and procedures.
• Ensure customer satisfaction by actively listening to customers, empathizing with their concerns, and providing effective solutions.
• Accurately document customer interactions and transactions in the customer relationship management (CRM) system.
• Collaborate with other team members and departments to resolve customer issues and improve overall customer experience.
• Stay updated on industry trends, technological advancements, and changes in toll system operations.
• Perform other duties as assigned to ensure smooth and effective customer service operations.

• This position works in a comfortable office setting with a computer for a large percentage of the workday.
• The noise level in the work environment is usually mild.

• Fluent in Spanish and English. Must be able to speak and write in both Spanish and English, and communicate effectively with the Spanish speaking population.
• Minimum of one (1)…