The posting
Job Description
WSP is currently initiating a search for several Customer Service Representative’s!
This position is based ONSITE out of Concord, CA.
Compensation:
Expected Salary $ $23.00 /HR
Additional $0.50/HR for previous Clipper experience OR validated language proficiency in Spanish, Cantonese, Mandarin or Tagalog.
JOB SUMMARY
The Clipper START Customer Service Representative (CSR) is responsible for handling inbound customer inquiries into the Clipper START Customer Service Center (CSC). This will include phone, email, and chat responses. The CSR will be assigned to a set schedule based on the company's hours of operation and its specific operational requirements. This schedule ensures that adequate coverage is provided during peak times while aligning with the needs of the business.
DUTIES AND RESPONSIBILITIES
- Accept, review, and process electronic and paper applications for the Clipper START Program in accordance with established program criteria, procedures, and processing timelines.
- Review applicant documentation to verify identity and income eligibility, determine whether applications meet program requirements, and accurately approve, deny, or request additional information as authorized.
- Enter paper-based applications into the Clipper START customer relationship management system and digitize and upload supporting verification documents.
- Provide phone and email assistance throughout the application and re-enrollment process, including responding to questions concerning application status, eligibility requirements, documentation, and card fulfillment.
- Use approved language services to assist customers who require support in languages other than English.
- Handle customer applications, identity documents, income documentation, and other personally identifiable information in accordance with applicable privacy, security, and confidentiality requirements.
- Serve as the primary point of contact for customers by responding to inquiries through phone, email, chat, or text; providing clear information about products, services, and company policies; and addressing customer needs effectively.
- Promote positive relationships with customers and coworkers by providing friendly, efficient, and effective service.
- Promote and educate customers on self-service options.
- Maintain a thorough understanding of the CSC operations to assist customers and resolve problems effectively.
- Assess customer needs and resolve product or service issues by clarifying concerns, determining the cause, taking or explaining the appropriate solution, and following up as needed to support customer satisfaction.
- Maintain accurate, current records in the designated CRM system, including customer account information, communications, application activity, correspondence, eligibility decisions, and case outcomes.
- Open cases for unsolved customer inquiries.
- Consistently meet or exceed established goals related to productivity, schedule adherence, and quality standards.
- Perform additional tasks as required to meet the needs of the CSC and the organization.
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.
- Excellent phone etiquette.
- Excellent verbal communication skills.
- Excellent attendance and punctuality.
- Enjoy providing prompt and timely service to our customers.
- Possess strong interpersonal skills and have compassion and empathy for customer situations.
- Be energetic, self-motivated, and quick-thinking.
- Ability to 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.
- Ability to effectively present information in one‐on‐one situations to customers, and other employees of the organization.
- Ability to apply common sense understanding to carry out detailed written or oral instructions.
- Ability to work flexible eight (8) hour shift between 8:00 a.m. to 5:00 p.m. Monday to Friday.
- Flexibility to work onsite or when remotely when deemed necessary by management.
- Must have a quiet and secure remote working environment.
- Must be able to pass background and drug screenings.
- Achieve and maintain departmental performance standards.
- Knowledge of basic computer skills and navigation within the Windows operating system.
- Ability to type at a speed of 40+ words per minute.
PHYSICAL DEMANDS
- Ability to perform job tasks while adhering to standards outlined by ADA, FMLA, and other relevant laws.
- Consistent and reliable attendance is required for the role.
- The work is primarily sitting but requires the ability to lift to 10IBS occasionally, and to walk, stand, and carry items as needed.
- The ability to read, record, and interpret written information is necessary.
- Regular verbal communication and listening skills are essential.
- Daily use of computers, keyboards, and office equipment, including retrieving and inputting information.
- The work environment requires a quiet noise level.
SUPERVISORY RESPONSIBILITIES
This position has no supervisory responsibility.
Education and/or Experience
- High school diploma or general education degree (GED)
- Customer service experience a plus
- Knowledge of Salesforce is a plus
- Bilingual in Spanish is a plus
- Bilingual in Mandarin is a plus
- Bilingual in Cantonese is a plus
- Bilingual in Tagalog is a plus
WSP Benefits:
WSP provides a comprehensive suite of benefits focused on 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.
Expected Compensation:
California: $23/hr (additional $.50/hr for Bilingual)
WSP USA is providing the compensation range that the company in good faith believes it might pay and offer for this position, based on the successful applicant’s education, experience, knowledge, skills, abilities and specific geographic location. WSP USA reserves the right to ultimately pay more or less than the posted range and may offer additional benefits and compensation, depending on circumstances and the type of work being performed not related to an applicant’s sex or other status protected by local, state, and/or federal law.
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About Us
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.
