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Bilingual Customer Service Representative

1 month ago

Austin, Texas, United States ViaPlus by VINCI Highways Full time
About Us
ViaPlus by VINCI Highways is a global mobility company specializing in revenue and services management solutions for the transportation industry. Our full-featured, single-account back-office technology facilitates high-volume transactions, customer operations, and data analytics required for seamless multimodal mobility.

Job Summary
We are seeking a Bilingual Customer Service Representative to provide exceptional customer service to our clients. The successful candidate will be responsible for promoting positive customer relations, answering routine and non-routine customer calls, and providing information about our products and services.

Key Responsibilities
Promote positive customer relations with customers and coworkers
Answer routine and non-routine customer calls daily
Provide customer service to walk-in customers, including accepting payments
Acquire a working knowledge of our database
Communicate effectively with a variety of people across various levels both within and outside the organization
Consistently meet established productivity, schedule adherence, and quality standards
Quickly and accurately identify and assess individual needs, as well as take the appropriate actions to satisfy those needs
Provide information about products and services
Maintain customer records by updating account information
Follow communication procedures, guidelines, and policies
Resolve product or service problems by clarifying the customer's complaint, determining the cause of the problem, selecting and explaining the best solution to solve the problem, expediting correction or adjustment, and following up to ensure resolution

Requirements
Excellent phone etiquette
Excellent written and verbal communication skills
Excellent attendance and punctuality
Enjoy providing prompt and timely service to our clients
Be extremely detail-oriented, efficient, and possess superior written and verbal communication skills
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
Can work in a 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 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

Education and Experience
High school diploma or general education degree (GED)
A minimum of one-year Customer Service Experience required
A minimum of six months of Call Center experience preferred
Bilingual Spanish is required