This OpportunityOur 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.The first 90 days will be working out of our Service Center in Aurora CO. The address is 22470 E Stephen D. Hogan Parkway, Aurora CO 80018. After successful completion of the 90 days in person, the position will move to a hybrid work from home / office opportunity.Only local candidates are being considered. Regular shift is:
Monday through Friday
Hours are 12:15-5:15 and (Flex) 9-3., Exceptions during higher volume times of the year.
5 days- 25 hours per week. Please be sure you can commit to this schedule before you apply.
Training/start date will begin:Training starts on April 22, 2024, and is approximately 4 weeks long. From the hours of 8:45-5:15pmHourly 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:
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 BenefitsWSP 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
Who You AreRequired 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 work: Regular hours of Monday through Friday 8:45 a.m. to 5:15 p.m. (5 days).
Ability to adhere to strict attendance requirements
Ability to achieve and maintain departmental performance standards
Must be able to pass background and drug screening
Preferred Qualifications
Six (6) months or more with heavy volume phone experience in a Contact/Call Center
Bilingual (Spanish/English)