Bilingual Customer Service Representative (On-Site)

About the role

ViaPlus is an on-site position within the Intelligent Transportation Systems (ITS) market, specializing in revenue and services management solutions for the transportation industry. We are a subsidiary of VINCI Highways, which operates in 15 countries, designing, financing, building, and operating motorways, bridges, tunnels, urban roads, and mobility services. VINCI Highways is committed to technical innovation and enhancing the mobility experience for all. As part of VINCI Concessions, we manage some 80 airports, motorways, and rail projects globally.

Responsibilities

• Promote positive customer relations with customers and coworkers
• Provide routine and non-routine customer calls daily
• Provide customer service to walk-in customers including accepting payments
• Acquire a working knowledge of our database
• Communicate effectively with a variety of people across various levels both within and outside the organization
• Meet established productivity, schedule adherence, and quality standards
• Identify and assess individual needs and take appropriate actions to satisfy those needs
• Provide information about products and services
• Maintain customer records by updating account information
• Follow communication procedures, guidelines, and policies
• Resolve product or service problems by clarifying the customer's complaint; determining the cause of the problem; selecting and explaining the best solution to solve the problem; expediting correction or adjustment; following up to ensure resolution
• Follow all company rules and procedures
• Deal with customers in a courteous, polite, and professional manner at all times
• Respond to all web and email customer correspondence
• Process incoming customer (CSC) transactions
• Respond to customer voicemails
• Provide support for customer service center as needed

Qualifications

• High school diploma or general education degree (GED)
• A minimum of one-year Customer Service Experience required
• A minimum of six months of Call Center experience preferred
• Bilingual Spanish is required
• Excellent phone etiquette
• Excellent written and verbal communication skills
• Excellent attendance and punctuality
• Enjoy providing prompt and timely service to our clients
• Extremely detail-oriented, and efficient with superior written and verbal communication skills
• Strong interpersonal skills
• Compassion and empathy for customer situations and excellent listening skills
• Excellent customer service skills with the ability to build and maintain customer relationships
• 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 and comprehend normal instructions, correspondence, and memos
• Ability to effectively present information to customers, clients, and other employees of the organization
• Apply common sense understanding to carry out detailed written or oral instructions
• Deal with problems involving a few concrete variables in standardized situations
• Excellent computer skills required, including knowledge of various Microsoft Office programs
• Handle difficult customers or situations
• Work varied shifts