BPO - Customer Service Representative- Tampa, FL

Location: Brandon, Florida
Date Posted: 01-06-2018
The Customer Service Representative (CSR) reports to the CSC Supervisor/Team Lead and assists customers with payments, inquiries and video toll-related questions over the phone.
  • No holidays
  • Hours of operations: 7 am - 7 pm ET
  • $12.00/hr
  • The ability to speak, understand, and write in Spanish is strongly preferred.‚Äč

Essential Duties and Responsibilities
This position includes the following duties. Other duties may be assigned to meet business needs:
  • The ability to speak English clearly, to understand and write the English language.
  • Answers incoming calls.
  • Properly notates customer accounts
  • Accepts payment for video toll activity
  • Processes one-time courtesy and SunPass fee/toll adjustments as needed.
  • Provides general instructions regarding Affidavit processing
  • Familiar with the website and IVR. 
  • Knowledgeable in the processing of Toll transactions and violations in the system; receives, processes, and deposits payments; updates accounts and violation notices as to their status; and opens new accounts.
  • Takes credit card payments over the phone for THEA accounts, noticed transactions, and new accounts.
  • Research and resolves customer issues.
  • Processes and fills out multiple types of electronic forms.
  • Writes and receives correspondence via fax, mail, and e-mail.
  • Performs data entry.
  • Documents phone calls and actions in the database.
  • Receives and processes account update requests from inbound phone calls and mail, as directed.
  • Records individual completed daily work statistics.
  • Troubleshoots situations accurately, quickly and efficiently for customers on the phone.
  • Helps other departments with their tasks when inbound call volume is low.
  • Maintains an above average attendance record.

Qualifications / Requirements
  • High school diploma or GED is required.
  • A valid ID
  • The ability to speak English clearly, to understand and write the English language.
  • The ability to speak, understand and write in Spanish is preferred.
  • Legal right to reside and work in the U.S., either through U.S. citizenship or an Alien Registration Card, Form I-151
  • Passage of a standardized test, indicating rudimentary skills in data entry, writing, math skills and language skills
  • Prior customer service or Call Center experience preferred.
  • Ability to learn and operate computer software programs for accessing and controlling CSC/VPC
  • Systems or ITS field devices with strong computer and data entry skills
  • Outstanding verbal communication skills (phone etiquette).
  • Detail oriented, ability to multi-task, and highly organized.
Language Skills:
  • Demonstrate bi-lingual Spanish skills including oral and written.
  • Ability to read, analyzes, and interprets general business periodicals, professional journals, technical procedures, or governmental regulations.
  • Ability to write reports, business correspondence, and procedure manuals.
  • Ability to effectively present information and respond to questions from groups of managers, clients, customers, and the general public. 
Reasoning Skills:
  • Ability to solve practical problems and deal with a variety of concrete variables. 
  • Ability to interpret a variety of instructions furnished in written, oral, diagram, or schedule form. 
Education & Experience:
  • 1 years and above in contact management related experience.
     Equivalent combination of education and experience.
  • AVAYA PBX/CMS knowledge preferred
Work Environment:
  • Fast paced
  • Heavy inbound Contact Center
  • Service provider
  • Customer-centered
  • Fun and exciting
  • Professional development opportunities
  • Room for advancement
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