Customer Service Representative

  • San Diego Association of Governments - SANDAG
  • Otay Mesa, San Diego, CA, USA
  • 100 views
Full Time Customer Service

Job Description

SANDAG operates the South Bay Expressway, a 10-mile toll road located in the southern part of San Diego County, and the I-15 Express Lanes, a 20-mile stretch of express lanes along the I-15 corridor. On average, 60,200 trips are made over the toll road and express lanes each day. Drivers pay a fee for doing so, either through a pre-paid FasTrak transponder, cash, credit card, or online using the Pay-by-Plate program.

The Customer Service Representatives (CSR) provide telephone, in-person, and email support to users of the South Bay Expressway and the I-15 Express Lanes in a fast-paced environment; the Call Center receives an average of 17,500 calls per month. CSRs offer general information about the toll road, the express lanes, options for paying tolls, and assist with establishing and maintaining FasTrak accounts. They also identify vehicles who do not pay their toll at the time the roadways were used and contact drivers to provide options for the payment of outstanding tolls and fees.

The Regional Tolling Customer Service Center (CSC) is located in Otay Mesa, at the south end of the 125 toll road; this is the work location for the CSR team. The CSC is open between 7 a.m. and 6 p.m. on Monday through Friday. Evening and weekend work may occasionally be required.


Job Responsibilities

  • Provide prompt, courteous, and helpful assistance to customers that results in a lasting positive impression of SANDAG, the toll road, and the express lanes.
  • 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 and the express lanes; most customer interaction is by telephone, as well as in person, 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.
  • Review trips made by non-FasTrak account holders to determine monthly toll charges; prepare billing statements; 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.
  • 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 these positions 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 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 candidates also can anticipate a driving record check upon hire, and approximately annually thereafter.


Salary and Benefits

The Customer Service Representative positions have a pay rate of $13.88 to $22.21 per hour; the starting pay rate will depend on the qualifications and experience of the candidates.  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. Alternatively, a copy can be requested by calling (619) 699-1900 or emailing hr@sandag.org. See our Careers / How to Apply webpage for additional information.


Application Supplement

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.

Scenario

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.


Further Information

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 hr@sandag.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

Education Requirements

G.E.D., High School Diploma

Salary

$13.88 to $22.21 per hour