What are the responsibilities and job description for the Customer Service Representative position at Kapsch TrafficCom USA Inc.?
Kapsch is one of Austria's most successful global technology companies. With its comprehensive ITS (Intelligent Transportation Systems) portfolio, Kapsch is actively addressing the challenges of the present and the future with intelligent mobility solutions in a wide range of application areas. As a family-owned company founded in 1892 and headquartered in Vienna, Kapsch can look back on 130 years of experience with the future.
Summary: The Customer Service Representative position is to deliver excellent customer care and create sustainable value for customers via phone, web correspondence and e-mail, handle service inquiries, payments, account updates, and customer issues. Under the direction of the Operations Supervisor, you will follow established company guidelines on servicing GeauxPass customers with account setup and maintenance and will provide customer service for individuals who have received invoices, bills, and violation notices. You will maintain pertinent logs, records, and files and will have a working knowledge of the GeauxPass services, business rules, and procedures. The Customer Service
Representative is responsible for the accuracy of information entered into the Back Office System (BOS)and provided to the GeauxPass customers.
Essential Functions:
- Serves as the first point of public contact for all customer service issues
- Respond to calls from the public and provide general information and service regarding the GeauxPass
- Maintains a thorough knowledge and understanding of the customer service center and GeauxPass operations to assist customers and resolve problems
- Process credit card and e-check payments for replenishment or violation payments
- Open cases for unsolved customer inquiries
- Handle customer complaints, researches and adjusts account discrepancies as requested by leadership team
- Process and reply to e-mails/cases from customers
- Process customer disputes
- Process Web correspondence to answer questions and provide assistance to customers
- Process the closing of customer accounts and submit request for refunds when necessary
- Perform updates to invoices, violation payments, customer payments or accounts to keep demographic, vehicle and credit card information current
- Accurately documents all updates on BOS
- Maintains a consistent, high quality, customer-focused orientation when conducting business and providing services or products to clients, the general public and other external customers
- Demonstrate the ability to create positive customer relationships by defusing angry and upset customers
- Demonstrate the ability to understand the customer needs, determines the appropriate course of action to meet those needs and completes or initiates the transaction
- Exhibits professional image in a teamwork environment with the ability to interact well and in a positive manner, with customers, co-workers and management.
- Performs other necessary duties as assigned by the GeauxPass management
Education/Skills:
Education: High school diploma or equivalent.
Skills required: Excellent communication skills. Excellent attendance history.
Minimum Requirements:
Requires 1-3 years previous experience in a customer service call center or retail customer service environment, above average verbal & written communication skills and above average interpersonal skills.
The candidate must be organized, self-motivated, and analytical & detail oriented and possess working knowledge of MS Outlook.
A positive attitude and be a team player are also required. The understanding of business urgency and the capability of taking individual initiative are needed.
Compensation: $16/Hour
Shift: Monday - Friday 7:45AM - 4:15PM
Location: Golden Meadow, LA
This position will be contract based, and you will work for 6-months upon starting at Kapsch.
Salary : $16
