Customer Service Representative - Tulsa

Customer Service Representative I - Tulsa

The Oklahoma Turnpike Authority (OTA) Customer Service division is seeking dedicated professional Customer Service Representatives (level I) to join our team in Tulsa, OK. 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.

We have two open positions in our Tulsa, OK location:

• Customer Service Representative (Call Center):
  This is a full-time position working Monday – Friday, approximately 7:55am – 4:55pm, working in office.
• Hybrid Retail/Call Center Representative (preferably Bilingual in Spanish & English):
  This is a full-time position working a varied schedule throughout the week of Monday – Sunday, working times are approximately 7:40am – 5:40pm. This position will work in office, both with customers in person (retail) and on the phone (call center).

Compensation:
This is a level I position, with a pay rate of $22.04 per hour ($45,848 annually). Level II, with a pay rate of $23.47 per hour ($48,825.00 annually) may be achieved after meeting the qualifications for that level.

Bilingual pay rate for level I position is $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.

Primary Duties and Responsibilities:

• Answering incoming customer calls and providing excellent customer service in a timely and professional manner.
• Researching and resolving customer inquiries related to PIKEPASS and other related services.
• Accurately document customer interactions and transactions in the customer relationship management (CRM) system.
• Assisting customers with payment, billing, and account-related questions and concerns.
• Editing and updating customer accounts as requested, ensuring compliance with relevant policies and procedures.
• Efficiently using internal tools, resources, and databases to quickly find accurate answers to customer questions.
• Identify and escalate complex or unresolved customer issues to the appropriate department or supervisor.
• Performing other duties as assigned to ensure smooth and effective customer service operations.

Physical Demands and Work Environment:
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.

Minimum Qualifications:

• Minimum of one (1) year of experience in customer service and at least 6 months of experience in clerical office work, or an equivalent combination of education and experience.
• Experience in a professional customer service environment.
• Basic math, spelling, punctuation, and grammar skills.
• Excellent interpersonal and communication skills.
• Ability to communicate clearly and concisely.
• Ability to read and understand written materials, including emails and policy papers.

Preferred Qualifications:

• Bilingual in Spanish and English, both verbally and for written communication.

Knowledge, Skills, Abilities and

Competencies:

Knowledge,

Skills and Abilities

required at this level include knowledge of state laws and rules concerning the business operations of the agency; of accounting principles and practices; of various types of business organizations; of office practices; of business arithmetic; and of methods and techniques for conducting research. Ability is required to read and interpret laws; to communicate effectively, both orally and in writing; to establish and maintain effective working relationships with others;

and to…