Call Center Representative

Manpower - Otay, CA

Temp to hire opportunity
8am-5pm Mon-Fri
Location: Otay Mesa, Ca

Manpower is assisting an outstanding client who is seeking excellent Customer Service professionals. The Customer Service Representatives (CSR) provide telephone, in-person, and email support to users. The Call Center receives an average of 17,500 calls per month.


Responsibilities:
Provide prompt, courteous, and helpful assistance to customers that results in a lasting positive impression.
Educate and inform customers about promotional offers; actively market FasTrak transponder accounts and distribute information to interested customers.
Respond to a broad range of inquiries from customers related to payment of tolls, pre-paid FasTrak accounts, and general questions about the toll road and the express lanes; most customer interaction is by telephone, as well as in person, via email or mail.
Contact and provide information to customers about toll amounts due; educate customers about payment options; prepare collection notices for overdue account balances; diffuse difficult customer situations and facilitate account resolution.
Review trips made by account holders to determine monthly toll charges; prepare billing statements; process customer transactions including payments made by credit card, personal check, or cash.
Maintain accurate account information and records of customer communications using a Customer Relationship Management (CRM) software; maintain the confidentially and integrity of customer data.
Assemble welcome kit and account materials; refurbish and test transponders.

Qualifications:
Candidates should possess a high school diploma, or equivalent, and two years of recent experience in a customer service environment. Key qualifications for these positions include: Experience working in a high-volume, professional call center environment, answering inbound and conducting outbound customer service calls. Demonstrated knowledge of effective customer service techniques; experience diffusing and resolving difficult or hostile customer interactions is desirable. Experience maintaining customer account records in an electronic database; experience researching account information and providing accurate responses to customer questions; ability to explain information clearly and concisely. Experience processing account payments, including credit card and cash transactions; ability to perform mathematical calculations. Experience performing data entry tasks with a high degree of speed and accuracy. Knowledge of telephone etiquette; excellent verbal and written communication skills including appropriate use of the English language; ability to write emails and draft routine correspondence;
Spanish language skills are desirable.

Demonstrated computer software proficiency using the Microsoft Office Suite, and conducting Internet research; experience with call center/CRM software applications is desirable.
Candidates must pass a pre-employment criminal background check; periodic background checks will be a condition of ongoing employment. The selected candidates also can anticipate a driving record check upon hire, and approximately annually thereafter.

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