Customer Service Representative I - Bilingual

About the role

Why join the Oklahoma Turnpike Authority? The Oklahoma Turnpike Authority (OTA) has been serving Oklahomans since 1947, managing and maintaining a modern, safe, and efficient turnpike system across the state. With a commitment to customer service and innovation, OTA plays a vital role in ensuring smooth and reliable travel for millions of motorists each year. As a part of our team, you'll have the opportunity to make a meaningful impact while working in a collaborative and supportive environment. OTA offers competitive pay, excellent benefits, and opportunities for growth, making it an excellent choice to build your career in public service.

Position Overview: This is a full-time position working Monday – Friday, approximately 7:55am – 4:55pm, working in the office in Oklahoma City. We are seeking Customer Service Representatives (level I) who are bilingual in English and Spanish to join our team and provide exceptional service to customers. In this role, you will be responsible for delivering exceptional customer service in a call center environment, assisting customers with their inquiries related to PIKEPASS accounts and services. We are looking for candidates with strong communication skills, problem-solving abilities, and a commitment to providing outstanding customer support.

Responsibilities

• Answer incoming calls, in Spanish, promptly and professionally, providing courteous and efficient service to customers.
• Address customer inquiries, concerns, and complaints regarding the Oklahoma Turnpike system, toll rates, account information, and general information about the authority.
• Provide accurate and up-to-date information to customers by utilizing available resources, databases, and training materials.
• Process customer transactions, including toll payments, account updates, and issuing toll tags.
• Identify and escalate complex or unresolved customer issues to the appropriate department or supervisor.
• Maintain a high level of knowledge about the Oklahoma Turnpike system, including current toll rates, policies, and procedures.
• Ensure customer satisfaction by actively listening to customers, empathizing with their concerns, and providing effective solutions.
• Accurately document customer interactions and transactions in the customer relationship management (CRM) system.
• Collaborate with other team members and departments to resolve customer issues and improve overall customer experience.
• Stay updated on industry trends, technological advancements, and changes in toll system operations.
• Perform other duties as assigned to ensure smooth and effective customer service operations.

Requirements

• Fluent in Spanish and English; must be able to speak and write in both languages and communicate effectively with the Spanish‑speaking population.
• Minimum of one (1) year of experience in customer service and at least 6 months of experience in clerical office work, or an equivalent combination of education and experience.
• Experience in a professional customer service environment.
• Basic math, spelling, punctuation, and grammar skills.
• Excellent interpersonal and communication skills.
• Ability to communicate clearly and concisely.
• Ability to read and understand written materials, including emails and policy papers.

Qualifications

• Knowledge of state laws and rules concerning the business operations of the agency.
• Knowledge of accounting principles and practices.
• Knowledge of various types of business organizations.
• Knowledge of office practices.
• Knowledge of business arithmetic.
• Knowledge of methods and techniques for conducting research.