The Customer Service Representative will:
-Provide prompt, courteous, and helpful assistance to customers that results in a lasting positive impression of SANDAG and the toll road.
-Educate and inform customers about promotional offers; actively market FasTrak transponder accounts, and distribute information to interested customers.
-Respond to a broad range of inquiries from customers related to payment of tolls, pre-paid FasTrak accounts, and general questions about the toll road; most customer interaction is by telephone, as well as in person and via email or mail.
-Contact and provide information to customers about toll amounts due; educate customers about payment options; prepare collection notices for overdue account balances; diffuse difficult customer situations and facilitate account resolution.
-Process customer transactions including payments made by credit card, personal check, or cash.
-Maintain accurate account information and records of customer communications using a Customer Relationship Management (CRM) software; maintain the confidentially and integrity of customer data.
-Review trips made by non-FasTrak account holders to determine monthly toll charges; prepare billing statements.
-Assemble welcome kit and account materials.; refurbish and test transponders.
Experience and Qualifications
Candidates should possess a high school diploma, or equivalent, and two years of recent experience in a customer service environment. Key qualifications for the position include:
-Experience working in a high-volume, professional call center environment, answering inbound and conducting outbound customer service calls.
-Demonstrated knowledge of effective customer service techniques; experience diffusing and resolving difficult or hostile customer interactions is highly desirable.
-Experience maintaining customer account records in an electronic database; experience researching account information and providing accurate responses to customer questions; ability to explain information clearly and concisely.
-Experience processing account payments, including credit card and cash transactions; ability to perform mathematical calculations.
-Experience performing data entry tasks with a high degree of speed and accuracy.
-Knowledge of telephone etiquette; excellent verbal and written communication skills including appropriate use of the English language; ability to write emails and draft routine correspondence; Spanish language skills are desirable.
-Demonstrated computer software proficiency using the Microsoft Office Suite, and conducting Internet research; experience with call center/CRM software applications is desirable.
-Candidates must pass a pre-employment criminal background check; periodic background checks will be a condition of ongoing employment. The selected candidate also can anticipate a driving record check upon hire, and approximately annually thereafter.
Salary and Benefits
The Customer Service Representative position has a pay rate of $13.09 to $21.77 per hour; the starting pay rate will depend on the qualifications and experience of the candidate.
SANDAG offers health, dental, and vision insurance as well as employee assistance, wellness, and work/life balance programs. Employees are provided with paid time off in addition to paid holidays. Contributions to financial security are provided through a pension plan.
How To Apply
Submit a completed Employment Application, and the required Application Supplement (writing sample). The Employment Application can be downloaded in PDF format from the SANDAG website: http://www.sandag.org/index.asp?fuseaction=jobs.howtoapply
Alternatively, a copy can be requested by calling (619) 699-1900 or emailing email@example.com. See our Careers / How to Apply webpage for additional information.
In addition to the Employment Application, candidates are asked to prepare a sample email message in response to the scenario below. The sample email can be up to 250 words in length and should be submitted with the Employment Application.
Prepare an email message in response to the following:
A customer emailed you after receiving a Notice of Toll Evasion stating they owed South Bay Expressway a $2.50 toll and a $40.00 non-payment fine. The toll and fine amounts are posted on the road. The customer claims they were lost/confused when using the toll road, and according to our records, this was the first time the customer’s vehicle had been on the road. South Bay Expressway policies allow for a fine to be reduced to $10.00 for first time users of the road. This is a one-time only courtesy.
SANDAG will accommodate persons who require assistance in order to apply for a position at SANDAG. Applicants requiring an accommodation due to a disability during any stage of the recruitment, including requesting this document and related materials in an alternative format, should make their needs known by contacting Human Resources at (619) 699-1900, (619) 699-1904 (TTY), fax (619) 699-6905, or firstname.lastname@example.org.
In compliance with the Immigration Reform and Control Act of 1986, applicants hired by SANDAG must show acceptable proof of identity and evidence of authorization to work in the United States.
SANDAG is an Equal Opportunity Employer