Full Time Call Center CSR

This Opportunity

Our Customer Service Representatives are the core to delivering friendly and efficient support to our customers and are essential in our commitment to exceeding customer satisfaction. If you are looking to be part of a winning team and contribute to providing exceptional customer service, we would like to hear from you! WSP offers bonus incentives, recognitions, and growth opportunities with our Customer Service career path.

***Only local candidates are being considered. ***

Regular shift is:

• Monday through Friday

• Hours are 8:45 a.m. to 5:15 p.m., Exceptions during higher volume times of the year

• 5 days- 40 hours per week. Please be sure you can commit to this schedule before you apply.

Training/start date will begin:

Training starts on May 20, 2024, and is approximately 4 weeks long. From the hours of 8:45-5:15pm

Hourly pay-rate is: $20.60 per hour; Bilingual hourly rate is $21.21 per hour.

WSP USA is providing the compensation range that the company in good faith believes it might pay and/or offer for this position within the state of Colorado, based on the successful applicant's education, experience, knowledge, skills, and abilities in addition to internal equity and specific geographic location. WSP USA reserves the right to ultimately pay more or less than the posted range and offer additional benefits and other compensation, depending on circumstances not related to an applicant's sex or other status protected by local, state, and/or federal law.

Location:

• 22470 E Stephen D Hogan Pkwy Aurora, CO 80018

• After successfully completing 90 days, a hybrid opportunity would be available. You should have a quiet, dedicated space to work free from distractions.

• Internet requirements: able to support our business as well as support the needs of your household.

• *If you do not know your speeds, please confirm with your internet provider

Reliable internet connection is required to be able to support the needs of our business as well as support the needs of your household. (Internet Speed: 100 download, 10 upload)

Computer equipment will be provided by the company

WSP Benefits

WSP provides a comprehensive suite of benefits focused on a providing health and financial stability throughout the employee's career. These benefits include coverage related to medical, dental, vision, disability, and life; retirement savings; paid sick leave; paid vacation (or other personal time); paid parental leave; and paid time off for purposes of bereavement, voting, and/or attendance at naturalization proceedings.

Your Impact

• The Contact Center Customer Service Representative (CSR) is responsible for handling customer inquiries into the Service Center. This may include phone and email response, walkup customer service, inbound call customer service and inbound mail response. CSR may be reassigned on a long term or temporary basis to another location, other shifts, or other schedules, to balance manpower or meet the needs of the company.

• Assists with Customer Service calls and overflow walk-up volume when needed.

• Review license plate images which consist of entering correct license plate, verifying correct vehicle information and DMV information.

• Process customer requests for new and additional transponders.

• Process all returned customer mail.

• Respond to customer emails from the Customer Service Email Inbox

• Process inbound mail, which includes payments, account updates

• Process requests for new ExpressToll accounts

• Perform related duties as assigned by supervisor

• Meet or exceed performance criteria established for the position

• Maintain compliance with all company policies and procedures

• Help ensure phone coverage is always maintained from 8:00am - 5:15p.m. Monday through Friday

• Physical Requirements:

• Ability to safely and successfully perform the essential job functions consistent with the ADA, FMLA and other federal, state and local standards, including meeting qualitative and/or quantitative productivity standards.

• Ability to adhere to attendance requirements

• Primarily sedentary physical work requiring ability to lift a maximum of 10 pounds

• Must be able to lift, carry, walk and stand

• Ability to read, record and interpret information

• Frequent speech communication, hearing and listening to maintain communication

• Daily use of computer and keyboard, standard office equipment and telephone

• Ability to access, input, and retrieve information from the computer

• Knowledge to operate computer keyboard and office equipment

Required Qualifications

• Six (6) months or more Customer Service experience required

• Excellent verbal communication skills

• Basic computer skills, including navigating between multiple screens.

• Ability to prioritize and multitask (i.e. taking a call while entering notes and sending emails)

• Must be able to pass Skills Assessment Tests to be considered for an interview

• Ability to adhere to strict attendance requirements

• Ability to achieve and maintain departmental performance standards

• Must be able to pass background and drug screening

• Bilingual in Spanish preferred