Bilingual Storefront Clerk (On-Site)

About the role

ViaPlus is a global mobility company focusing on revenue and services management solutions for the transportation industry. We serve enterprises requiring high-volume, real-time transaction processing, especially for revenue reconciliation and customer account management.

MAJOR DUTIES AND RESPONSIBILITIES

• Manage large amounts of incoming calls and all local in-person customers
• Respond to all web and email customer correspondence
• Process incoming customer (CSC) transactions
• Respond to customer voicemails
• Provide support for the customer service center as needed
• Identify and assess customers’ needs to achieve satisfaction
• Build sustainable relationships and trust with customer accounts through open and interactive communication
• Provide accurate, valid, and complete information by using the right methods/tools
• Maintain customer records by updating account information
• 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; follow up to ensure resolution
• Keep records of customer interactions, process customer accounts, and file documents
• Follow communication procedures, guidelines, and policies
• Take the extra mile to engage customers

QUALIFICATIONS

• Proven customer support experience or experience as a client service representative
• Strong phone contact handling skills and active listening
• Familiarity with CRM systems and practices
• Customer orientation and ability to adapt/respond to different types of characters
• Excellent communication and presentation skills
• Ability to multi-task, prioritize, and manage time effectively

EDUCATION AND/OR EXPERIENCE

• A high school diploma or general education degree (GED)
• A minimum of one (1) year of Customer Service Experience required
• A minimum of six (6) months of Call Center experience preferred
• Bilingual (English/Spanish) strongly preferred
• Cash handling experience is strongly preferred

SUPERVISORY RESPONSIBILITIES

There are no supervisory responsibilities in this position.

WORK ENVIRONMENT

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 essential functions. While performing the duties of this job, the employee is regularly required to use hands and reach with hands and arms, hear, and talk. The employee will be working and navigating on a computer. The employee occasionally is required to stand, sit, stoop, kneel, crouch, and walk. The employee may occasionally be required to lift and/or move up to 20 pounds. The work environment is usually moderate to loud.