Customer Service Representative (On-Site)

About the role

ViaPlus is an on-site position within the Intelligent Transportation Systems (ITS) market, specializing in revenue and services management solutions for the transportation industry. We are a subsidiary of VINCI Highways, which operates in 15 countries, focusing on road concessions, operation, and mobility services. VINCI Concessions, another subsidiary, manages some 80 airports, motorways, and rail projects globally. We aim to promote sustainable, efficient, and innovative mobility.

Responsibilities

• Promote positive customer relations with customers and coworkers
• Provide routine and non-routine customer calls daily
• Provide customer service to walk-in customers including accepting payments
• Acquire a working knowledge of our database
• Communicate effectively with a variety of people across various levels both within and outside the organization
• Meet 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
• 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
• Follow all 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
• Respond to customer voicemails
• Provide support for customer service center as needed

Qualifications

• High school diploma or general education degree (GED)
• A minimum of one-year Customer Service Experience required
• A minimum of six months of Call Center experience preferred
• Bilingual Spanish is a plus
• 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
• 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
• 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
• Ability to 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

Supervisory Responsibilities

There are no supervisory responsibilities in this position.

Work Environment

The work environment characteristics described here are representative of those an employee encounter 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.