Requisition Number: EC104085
Interest Category: Operations & Maintenance
Interest Sub Category: Operations & Maintenance
Job Title : Customer Service Rep
Employment Category/Status: full-time
Type of Position: Regular Hire
Country: U.S.
State: North Carolina
City: Morrisville
Minimum Requirements: Minimum Requirements
Education:
• Proof of High School Diploma or Graduate Equivalency Diploma (GED).
Experience:
• Must have six months experience in some capacity working for the North Carolina Quick Pass program
• Six months of prior customer service or call center experience preferred.
Skills:
• Outstanding verbal communication skills (phone etiquette).
• Detail oriented, ability to multi-task, and highly organized.
• Strong data entry and computer skills.
• Ability to work under stress and in moments of crisis.
• Must be able to meet exceptional levels of quality and meet performance standards required by the contract.
• Must be flexible and can adjust to other duties of the CSC based on business needs.
Other:
• Due to the nature of work, candidate must be a U.S. Citizen, Permanent Resident of the U.S., or possess a valid authorization to work in the U.S.
Additional Information
• Qualified applicants who are offered a position must pass a pre-employment substance abuse test.
• Relocation benefits are not available for this position
Job Description: AECOM is seeking a Customer Service Representative (CSR)- First Shift, to be based at the call center (NC TA / NC Quick Pass), at Morrisville, NC.
Typical Responsibilities:
• Answering routine telephone inquiries in a customer-oriented call center operations environment by following standard scripts and procedures and making any necessary follow-up outbound calls.
• Knowledgeable in the processing of toll transactions and video bills in the system; receives, processes, and deposits payments; updates accounts and video bills as to their status; and opens new accounts.
• Takes credit card payments over the phone for accounts, video notices, and new accounts.
• Researches and resolves customer issues.
• Processes and fills out multiple types of forms.
• Writes and receives correspondence via fax, mail, and email.
• Negotiates payments and fee reductions up to their established limits.
• 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.
• May be assigned to the following tasks:
o Ferry reservation requests and inquiries
o Store Front Operations
o Fulfillment of transponders
o Payment Processing
o Service request processing
• Mail house document quality review (QC)
We invite you to take the next step toward
THE BEST WORK OF YOUR LIFE
EOE M/F/Disability/Veteran
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