Customer Service Representative, HV (On-Site)

About Us

ViaPlus is a global mobility company in the Intelligent Transportation Systems (ITS) market, specializing in revenue and services management solutions for the transportation industry. Our full-featured, single-account back-office technology facilitates the high-volume transactions, customer operations, and data analytics required for seamless multimodal mobility. As a VINCI Highways subsidiary, we are committed to technical innovation and promoting a positive mobility experience for all. VINCI Highways, a VINCI Concessions subsidiary, is a leader in road concessions, operation, and mobility services on a network of 4,100 km in 15 countries. VINCI Concessions is an international player in transport infrastructure, designing, financing, building, operating, and maintaining some 80 airports, motorways, and rail projects in 23 countries, through subsidiaries VINCI Airports, VINCI Highways, and VINCI Railways. We are committed to shared growth with regions and are actively making mobility ever more sustainable, efficient, and innovative.

Major Duties And Responsibilities

• Facilitate resolution of delinquent account balances through structured support and communication
• Engage delinquent account holders to establish payment plans, resolve disputes, and reduce overall delinquency rates
• Evaluate overdue accounts and confirm whether they meet Prohibition criteria
• 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
• Consistently meet established productivity, schedule adherence, and quality standards
• Quickly and accurately identify and assess individual needs, as well as take the 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
• Must follow all company rules and procedures
• Able to deal with customers in a courteous, polite, and professional manner at all times
• Respond to customer voicemails
• Provide support for customer service center as needed

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, and efficient and possess superior written and verbal communication skills
• Strong interpersonal skills
• Have compassion and empathy for customer situations and excellent listening skills
• Have excellent customer service skills with the ability to build and maintain customer relationships
• Energetic, self-motivated, and quick-thinking
• Can 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
• Must be able to organize and write correspondence and memos in a logical/methodical manner
• 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