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Customer Service Representative, Processing

4 months ago

Austin, Texas, United States VINCI Full time

ABOUT VIAPLUS:
ViaPlus is a global mobility company in the Intelligent Transportation Systems (ITS) market, specializing in revenue and services management solutions for the transportation industry. Our customer operations, data analytics, and full-featured, single-account back-office technology facilitate the high-volume transactions required for seamless multimodal mobility. As a VINCI Highways subsidiary, we are committed to technical innovation and to promoting a positive mobility experience for all.

We are pioneers in the transportation transaction and mobility industry, with a decade of proven global experience in providing solutions focused on the tolling and transit industries. ViaPlus is headquartered near Dallas, Texas, and maintains offices across the United States, France, India, and Ireland. We are part of the global network of VINCI Concessions, an international player in transport infrastructure with projects in 23 countries. Our vision has evolved to provide a fully automated, end-to-end transportation solution that significantly improves revenue collection and efficiency while effectively lowering costs for our agency clients.

We serve enterprises that require high-volume, real-time transaction processing with the highest levels of accuracy, especially where revenue reconciliation and customer account management are key deliverables to the customer experience. Our flagship back-office system (BOS) enables Mobility-as-a-Service (MaaS) with a "one account" feature that supports multimodal transportation solutions. In a rapidly changing environment, ViaPlus maintains a strong focus on technology and continuous R&D to improve agency efficiencies, reduce operating expenses, and maximize revenue – all while providing exceptional customer service.

Learn more:

ABOUT VINCI HIGHWAYS
VINCI Highways, a VINCI Concessions subsidiary, is a leader in road concessions, operations and mobility services. We design, finance, build and operate highways, bridges, tunnels, urban roads and mobility services on a network of more than 3,360 km in 15 countries. VINCI Highways leverages its expertise to deliver the highest performance and safety standards and provide drivers with a positive experience.

More information:

@VINCIConcess

JOB PROFILE: Customer Service Representative, Processing

JOB LOCATION: Austin, TX (On-Site)

JOB RESPONSIBILITIES:
Include the following. Other duties may be assigned. The order of the duties listed does not represent the importance and/or percentage of time dedicated to each duty.

• Process customer payments, return mail, disputes, complaints, lockbox exceptions, email, and chat.

• Ability to assist customers and violators with special and/or challenging issues by performing detail-oriented account research, and correspondence by mail/fax/e-mail/chat professionally and exceptionally.

• Assist customers in resolving complaints concerning billing or service rendered

• Uses judgment to minimize complaints referred to designated supervisors or departments for investigation

• Assist with special projects as needed

• Ability to deal with employees in a courteous, polite, and professional manner at all times

• Make customer account adjustments as directed.

• Answer routine and non-routine customer calls when directed

• Respond to customer voicemails

• Provide support for the customer service center as needed

QUALIFICATIONS:
To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform essential functions.

• Excellent phone etiquette

• Excellent verbal communication skills

• Excellent attendance and punctuality

• Enjoy providing prompt and timely service to our clients

• Be extremely detail‐orientated, efficient and

• Possess superior written and verbal communication

• Must possess strong interpersonal skills

• Have compassion and empathy for customer situations and excellent listening skills.

• Have excellent customer service skills with the ability to build and maintain customer relationships

• Be energetic, self‐motivated and quick‐thinking

• Ability to work in team environment or independently while being flexible and open to
learning new experiences in a fast‐paced changing environment

• Ability to read and comprehend normal instructions, correspondence and memos

• Must be able to organize and write correspondence and memos in a logical/methodical manner

• Ability to effectively present information in one‐on‐one situations to customers, clients and other

• employees of the organization

• Ability to apply common sense understanding to carry out detailed written or oral instructions

• Ability to deal with problems involving a few concrete variables in standardized situations

• Excellent computer skills required, including knowledge of various Microsoft Office programs

• Ability to handle difficult customers or situations

• Ability to work varied shifts and in a timely manner.

• Able to follow company rules and procedures, as well as directions from a supervisor.

• Able to interact positively and constructively with co-workers

EDUCATION & EXPERIENCE:

  • High school diploma or general education degree (GED)
  • Customer Service Experience
  • Bilingual Spanish a plus

SUPERVISORY RESPONSIBILITIES
N/A

WORK ENVIRONMENT
The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodation may be made to enable individuals with disabilities to perform essential functions. While performing the duties of this job, the employee is regularly required to use hands and reach with hands and arms, hear, and talk. The employee will be working and navigating on a computer. The employee occasionally is required to stand, sit, stoop, kneel, crouch, and walk. The employee may occasionally be required to lift and/or move up to 20 pounds. The work environment is usually moderate to loud.