What are the responsibilities and job description for the Bilingual Customer Service Representative position at JENOPTIK Smart Mobility Solutions?
RESPONSIBILITIES INCLUDE (BUT ARE NOT LIMITED TO):
Position Overview
The Customer Service Specialist is responsible for being a working leader in providing information and services to all customers for any traffic violations.
Essential Responsibilities
Reviewing traffic violations
Processing payments
Maintaining a working knowledge of customer rules and regulations
Ensure work is completed in accordance with local rules
Providing a one-stop resolution to customer inquiries
In addition to normal processing/production duties, Customer Service Specialists are responsible for the following activities of their assigned department(s)
Monitor service request workflow (Fresh Desk Tickets)
Assist with processing of backlog and incoming service requests within the department
Assisting with data entry based on need and workload.
Guide / Assist with the creation, maintenance, validation, and communication/use of Knowledge Management Materials (Training Documents, SOPs, Checklists, Job Aids, Matrices, etc.)
Assist in special assignments and projects as needed
Review outgoing transactions for accuracy, identify, document, and correct errors, provide defect completion, and escalate to management as needed
Assist in root cause analysis (RCA) creation/documentation as needed
Other duties as assigned by Management
Works well in a team environment and can work with individuals from all business areas
Executes all duties with follow-through and professionalism, demonstrating a high level of business ethics
REQUIREMENTS:
- Dual language, fluent in English and Spanish is required.
- High School Diploma or GED equivalent
- Minimum 2 years prior experience in a similar role essential
- Intermediate knowledge of Microsoft Office products (Excel, Word, PowerPoint)
- Previous experience with data entry is a plus.
- Ability to pass state background checks
- Capable of learning internal proprietary computer software applications
- Effective communication skills, both written and verbal
- Position located in Jupiter, Florida
- Must possess “soft skills”: personal effectiveness, creative problem solving, strategic thinking
- Minimum of 30 words per minute typing skills
- Maintain strict confidentiality on all matters
DESIRED
- Degree level education
- Experience in Zendesk
- Experience in SAP, or other ERP/MRP database desired
PHYSICAL REQUIREMENTS:
The physical requirements described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
While performing the duties of this job, the employee is occasionally required to stand; walk; sit; use of hands or fingers to handle, or feel objects, tools or controls and keyboarding; reach with hands and arms; climb stairs and ladders; balance; stoop, kneel, crouch or crawl; talk and hear.
