Customer Service Representative-Bilingual (Spanish/English) FT na PAVE Mobility

PAVE Mobility is a parking-enforcement solution offering powerful, user-friendly tools to simplify parking operations. We believe that fair parking regulations improve the customer experience and help businesses operate more efficiently. The method of enforcement, however, makes all the difference. PAVE Mobility’s license plate recognition technology enforces your regulations with zero friction or frustration. It’s the key to running an efficient and scalable parking operation. 

FULL TIME - IN OFFICE POSITION

Our Bilingual (Spanish/English) Customer Service Representative I, provides excellent service to customers by resolving issues related to parking charge notices, facilitating payments by telephone, regular mail, and e-mail.

Job Purpose: Serves customers by providing assistance to resolve issues related to mailed invoices, facilitating payments, primarily via telephone, mail, and email.

JOB DUTIES:

• Answer inbound calls in a courteous and professional manner within the parameters of the guidelines established in order to meet or exceed the overall department’s Service Level Goals.
• Listen to the caller’s needs and respond as needed, using empathy, concern and appreciation for their business.
• Resolve transaction discrepancies by identifying the customer's issue/need; determining the cause of the problem; selecting and explaining the best solution to solve the problem; expediting correction or adjustment where appropriate; follow up to ensure resolution or validation of information.
• Utilize all available resources to resolve and respond to the customer’s needs, with the objective of minimizing call transfers or callbacks in order to provide a one-call solution.  This may include transferring the caller to the pay-by-phone feature.
• Maintain customer interactions by updating information associated with a transaction, notating the interaction with the caller in the system’s comments or notes section, thus creating a history of communications with the caller.
• Process inbound and returned mail which may include handling checks, processing disputes, researching returned mail and general administrative tasks.
• Performs additional duties as needed.

SKILLS: Customer Service, Product Knowledge, Quality Focus, Problem Solving, Market Knowledge, Systems Knowledge, Basic Office Equipment and Microsoft Office Product Knowledge.

Qualifications and Education Requirements

• Bilingual in English and Spanish is required.
• Minimum 1-2 years Customer Service Experience, taking inbound calls. High school diploma or equivalent.

Additional Notes

• Hours of operation:  Department is currently staffed M-F, 8:30am – 5:00pm 
• Reasonable accommodations may be made to enable individuals with disabilities to perform essential functions.