Customer Service Representative

Kapsch is one of Austria's most successful global technology companies, specializing in Intelligent Transportation Systems (ITS). With a comprehensive ITS portfolio, Kapsch addresses present and future challenges with intelligent mobility solutions. As a family-owned company founded in 1892 and headquartered in Vienna, Kapsch brings 130 years of experience to innovation.

About the role

This is an onsite, office-based position with no remote work options available. It is a full-time opportunity requiring an 8-hour shift within operating hours of 8:00 am – 6:00 pm, Monday to Friday. All representatives will also participate in a rotating once-a-month Saturday shift from 9:00 am – 1:00 pm.

Responsibilities

• Serve as the first point of public contact for all customer service issues.
• Respond to calls from the public and provide general information and service regarding the PROGRAM.
• Maintain thorough knowledge and understanding of the customer service center and PROGRAM operations to assist customers and resolve problems.
• Process credit card and e-check payments for replenishment or violation payments.
• Open cases for unsolved customer inquiries.
• Handle customer complaints, research, and adjust account discrepancies as requested by the Customer Service Supervisor.
• Process and reply to emails from customers.
• Process customer disputes.
• Process image review queues.
• Conduct web chats to answer questions and provide assistance to customers.
• Process the closing of customer accounts and issue refunds when necessary.
• Perform updates to toll violations, violation payments, customer payments, or accounts to keep demographic, vehicle, and credit card information current.
• Accurately document all updates on BOS.
• Maintain a consistent, high-quality, customer-focused orientation when conducting business.
• Exhibit a professional image in a team environment and interact positively with all team members.
• Perform other necessary duties as assigned by PROGRAM management.

Requirements

• High school diploma or equivalent required.
• 1-3 years’ experience in a customer service call center or retail customer service environment.
• Excellent communication skills, interpersonal skills, and professional phone demeanor.
• Beginner to intermediate level experience with MS Office – Word, Excel, and Outlook.
• Ability to learn internal, proprietary systems.
• Must be self-motivated, dependable, detail-oriented, and enjoy working in a team-oriented environment.
• Analytical, with a sense of urgency and the capability to take individual initiative.
• Must be able to work an 8-hour shift from 8:00 am – 6:00 pm Monday to Friday with rotating Saturday shifts from 9:00 am – 1:00 pm.

Benefits

• Opportunity to solve complex problems that improve daily lives globally.
• Work with cutting-edge technologies in a high-growth industry.
• Career growth and development.
• Casual work environment.
• Full benefits package including paid time off, 401(k), and a no-cost medical insurance option for employees and eligible dependents.

Pay

Starting pay rate: $17.50 - $22.00 per hour.

Schedule

• Full-time, 8-hour shifts between 8:00 am – 6:00 pm, Monday to Friday.
• Rotating once-a-month Saturday shift from 9:00 am – 1:00 pm.

Bilingual preferred but not required. All new hires will participate in formal job training. Formal call center experience is not required.