Customer Service Representative - Hybrid

WSP is currently initiating a search for a Customer Service Representative I - Hybrid

This position will work out of our Concord, CA office.

Position is primarily remote, but with an expectation to come to the office a few times a month (pre-scheduled). Expect training to be onsite for about 3 weeks. Hours are CURRENTLY 8am - 5pm but MAY expand to 7am - 6pm and Saturdays 9am - 1pm.

Compensation:

Expected Salary $ $23.00/HR

Additional $0.50/HR for
previous Clipper experience OR validated language proficiency in Spanish, Cantonese or Mandarin.

The Customer Service Representative I(CSR I) is responsible forhandlinginboundcustomer inquiries into the Customer

Service Center(CSC). Thiswillinclude phone,email,andchatresponses.

The CSR Iwill be assignedtoa set schedule based on the company's hours of operation and its specific operational requirements. This schedule ensures that adequate coverage is provided during peak times while aligning with the needs of the business.

• Serve as the primary point of contact for customers addressing their service issuesand concerns.
• Foster strong relationships with customers and colleagues by providing friendly, efficient, and effective service.
• Answer customerinquiriesvia email, chat, or text,and provide general information and assistanceregardingproducts, services, or company policies.
• Promote and educate customers on self-service options.
• Maintain a thorough understanding of the CSCoperations toassistcustomers and resolve problems effectively.
• Identify and resolve product or service issues by clarifying the complaint,determining the cause, explaining the best solution, and following up to ensure satisfaction.
• Quickly and accurately assess individual customer needs and takeappropriateactions to address them, ensuring customer satisfaction.
• Update customer account information andmaintainaccuraterecords to ensure up-to-date data for future reference.
• Process requests for new customer accounts.
• Open cases for unsolved customer inquiries.
• Process customer disputes.
• Process the closing of customer accounts and initiate refunds when required.
• Consistently meet or exceed established goals related to productivity,schedule adherence, and quality standards.
• Communicate clearly and effectively with individual sat various levels, both within and outside the organization, toaddress customer needs.
• Performadditionaltasks asrequiredto meet the needs of the CSC and the organization.
• Promote positive customer relations with customers and coworkers.

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.

• Excellent phone etiquette.
• Excellent verbal communication skills.
• Excellent attendance and punctuality.
• Enjoy providing prompt andtimelyservice to our customers.
• Possess strong interpersonal skillsand have compassion and empathy for customer situations.
• Be energetic, self-motivated, and quick-thinking.
• Ability to work in a team environment or independently while being flexible and open to learning new experiences in a fast-paced changing environment.
• Ability to read andcomprehendnormal instructions, correspondence, and memos.
• Ability to effectively present information in one-on-one situations to customers, and other employees of the organization.
• Ability to apply commonsense understanding to carry out detailed written or oral instructions.
• Ability to work flexible eight (8) hourshiftbetween 8:00 a.m. to5:00 p.m. Monday to Fridayand 9amto1pm on Saturdays.
• Flexibility to work remotelyor in an office environment as needed.
• Must have aquiet and secure remote working environment.
• Must be able to pass background and drug screenings.
• Achieve andmaintaindepartmental performance standards.
• Knowledge of basic computer skills and navigation within the Windows operating system.
• Ability to type at a speed of 40+ words per minute.

• Ability toperform job tasks while adhering to standards outlined by ADA, FMLA, and other relevant laws.
• Consistent and reliable attendance isrequiredfor the role.
• The work is primarily sitting but requires the ability toliftupto
  10
  
  IBSoccasionally, and to walk,stand, and carry items as needed.
• The ability to read, record, and interpret written information is necessary.
• Regular verbal communication and listening skills are essential.
• Daily use ofa computer, keyboards, and office equipment, including retrieving and inputting information.
• The…