Job Information
WSP USA Customer Service Representative in Minneapolis, Minnesota
JOB SUMMARY
The Customer Service Representative is responsible for handling all customer inquiries into the Customer Service Center, in addition to other delegated duties.
JOB DESCRIPTION
This job description is intended to be flexible to meet business needs and is not an exhaustive list of all responsibilities, or qualifications associated with this position.
Customer Service Representatives may be reassigned on a long term or temporary basis to other shifts, or schedules to balance manpower and/or to meet the business requirements of the MN E-ZPass contract.
Provide courteous, professional, and timely service to E-ZPass customers in a public setting via phone, both inbound and outbound, chat, email, USPS mail, and walk-in service.
Explain how MN E-ZPass service operates, in a variety of formats
This may include, but is not limited to:
Promote the MN E-ZPass service as a way to alleviate traffic problems and save time while on the highway, in addition to efficiently navigating many out-of-state toll roads
Promote a positive customer experience
Open and close E-ZPass accounts
Update customer account and payment information
Assist customers in filling out applications and enter customer information into the system
Assign E-ZPass tags/transponders to customer accounts
Contact customers regarding bounced back emails and expired credit cards
Contact customers regarding delegated projects as assigned
Ensure phone coverage is always maintained during assigned schedule.
Answer numerous routine and non-routine customer calls daily
Quickly learn and be able to comfortably navigate the MN E-ZPass database
Handle assigned mail/deliveries and document required process in account history notes
Document all customer interactions in the Account History Notes
Save any customer correspondence into account customer correspondence
Set up account merges and forward them to the Customer Service Lead to complete
Learn the fulfillment process and stand-in when the Fulfillment Associate is absent, or when otherwise requested by management
Closely follow company and E-ZPass policies and procedures
Demonstrate a strong team work ethic and open office communication
Maintaina high standard of customer service and professionalism in the office
Maintain a positive relationship with customers and coworkers
Communicate effectively with a variety of people across various levels both within and outside the organization
Other duties as assigned
SUPERVISORY RESPONSIBILITIES
There are no supervisory responsibilities with this position
REQUIRED QUALIFICATIONS / SKILLS
High School Diploma or GED
Pass a Skills Assessment test
Ability to adhere to strict attendance requirements
Excellent verbal and written communication skills
Strong problem solving skills
Ability to frequently multi-task
Demonstrated efficiency, organizational skills, and administrative skills
Computer literacy
Ability to work both independently and as part of a closely integrated team
Demonstrated ability to establish and maintain good customer and working relationships
Must be able to maintain a work schedule during scheduled business excluding approved time off, holidays and unplanned absences taken within defined limitations.
Flexibility to change normal shift time as needed for operational demands
Ability to meet or exceed performance standards.
PREFERED EXPERIENCE
Call center experience
Experience with customer account management systems
Experience with Word, Excel, Outlook, Microsoft Teams and Office 365
Knowledge of E-ZPass, WSP, and MnDOT
A minimum of one year customer service experience
Call center experience
Bi-lingual a plus
PHYSICAL DEMANDS
Primarily desk work, requiring frequent hand/eye coordination to operate computer, keyboard, and office equipment; vision for reading, recording, and interpreting information; frequent speech, hearing, and listening to maintain communication. May require occasionally lifting of maximum 30 pounds.
About WSP
WSP USA is the U.S. operating company of WSP, one of the world's leading engineering and professional services firms. Dedicated to serving local communities, we are engineers, planners, technical experts, strategic advisors and construction management professionals. WSP USA designs lasting solutions in the buildings, transportation, energy, water and environment markets. With more than 15,000 employees in over 300 offices across the U.S., we partner with our clients to help communities prosper.
www.wsp.com
WSP provides a flexible and agile workplace model while meeting client needs. Employees are also afforded a comprehensive suite of benefits including medical, dental, vision, disability, life, and retirement savings focused on providing health and financial stability throughout the employee’s career.
At WSP, we want to give our employees the challenges they seek to grow their careers and knowledge base. Your daily contributions to your team will be essential in meeting client objectives, goals and challenges. Are you ready to get started?
WSP USA (and all of its U.S. companies) is an Equal Opportunity Employer Race/Age/Color/Religion/Sex/Sexual Orientation/Gender Identity/National Origin/Disability or Protected Veteran Status.
The selected candidate must be authorized to work in the United States.
NOTICE TO THIRD PARTY AGENCIES:
WSP does not accept unsolicited resumes from recruiters, employment agencies, or other staffing services. Unsolicited resumes include any resume or hiring document sent to WSP in the absence of a signed Service Agreement where WSP has expressly requested recruitment/staffing services specific to the position at hand. Any unsolicited resumes, including those submitted to hiring managers or other business leaders, will become the property of WSP and WSP will have the right to hire that candidate without reservation – no fee or other compensation will be owed or paid to the recruiter, employment agency, or other staffing service.