Customer Service Representative (Bilingual A Plus)

About the role

ViaPlus is a global mobility company focusing on revenue and services management solutions for the transportation industry. We are part of VINCI Concessions, a leader in road concessions, operations, and mobility services with projects in 23 countries. Our mission is to provide a fully automated, end-to-end transportation solution that enhances revenue collection and efficiency.

Job Profile

Customer Service Representative

Job Location

Broomfield, CO

Job Summary

The Call Center Customer Service Representative (CSR) will handle customer inquiries and provide prompt and timely service. They will communicate effectively with customers and colleagues, maintain customer records, and resolve product or service issues.

Job Responsibilities

• Promote positive customer relations with customers and coworkers
• Answer routine and non-routine customer calls daily
• Acquire a working knowledge of our database
• Communicate effectively with a variety of people across various levels both within and outside the organization
• Meet or exceed 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
• Resolve product or service problems by clarifying the customer's complaint, determining the cause of the problem, selecting and explaining the best solution, expediting correction or adjustment, and following up to ensure resolution
• Follow 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
• Provide support for the customer service center as needed
• Follow communication procedures, guidelines, and policies

Qualifications

• 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, efficient, and possesses 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
• Flexible and open to learning new experiences in a fast-paced changing environment
• Ability to read and comprehend normal instructions, correspondence, and memos
• Effective presentation of information to customers, clients, and other employees of the organization
• Apply common sense understanding to carry out detailed written or oral instructions
• Deal with difficult customers or situations
• Handle varied shifts

Education & Experience

• High school diploma or general education degree (GED)
• A minimum of six months of Call Center experience preferred
• Bilingual Spanish preferred

Supervisory Responsibilities

There are no supervisory responsibilities in this position.