Job Information
EMPLOYMENT & TRAINING CENTERS INC Bilingual Customer Service Representative Trainee in Houston, Texas
On-the-Job Training (OJT) Opportunity
On-the-Job Training offers participants the opportunity to earn wages while they learn new skills on the job. The ideal OJT candidate is prepared to interview, ready to go to work, willing to learn new skills in a new environment, values feedback for improvement on the job, and is willing to remain communicative with Workforce Solutions about their experience on the job for up to at least one year after hire.
To qualify for this job opportunity, candidates must meet Workforce Solutions' financial eligibility guidelines. To learn more about financial eligibility, please visit https://wrksolutions.com/for-individuals/financial-aid.
General Summary The primary duty of the Customer Service Representative Trainee is to spend a major portion of the time communicating with customers by telephone, utilizing computer skills to process/collect fees from toll road violation customers and updating customer accounts. Responsible for providing a high level of customer satisfaction by listening to customers first and responding in a friendly and courteous manner, always ensuring high quality customer service.
Duties and Responsibilities % of Time Spent Responsible for maintaining customer accounts, toll road violation resolution and assisting with toll related inquires in an efficient manner to ensure maximum use of time and resources.75% Responsible for operations that include interfacing with credit card and banking institutions as well as various county departments. 10% Responsible for reconciling payments, toll tags and end of day reports as specified. 10% Responsible for keeping abreast of all procedural updates and implementing as directed. 5%
Knowledge, Skills and Abilities Ability to listen first, speak clearly and correctly. Good written and interpersonal skills. Strong customer service skills. Good analytical and organization skills. Working knowledge of personal computers and related software; Microsoft Office including word processing, spreadsheets, and databases. Must possess keyboarding skills of 35 wpm. Ability to work in a team environment and be open to change. Multi-tasking capabilities: ability to think logically and time management organized. flexible, and goal oriented. Ability to handle customer interactions in a quick but tactful, courteous, and efficient manner. Ability to establish and maintain effective working relationships with others. Must be able to maintain confidentiality. Must be bilingual (Spanish/English).
Work Environment Will work in a call center environment. Travel to and from different worksites may be required.
Physical Demands The position requires mostly sitting in an office environment, occasional standing, and light lifting, three or four reams of paper or books (up to 20 pounds or weight equivalent) may be required.
Position Type and Typical Hours of Work Typical Workday: M-F from 8:30 AM to 4:30 PM with a 30-minute lunch, a 15-minute break in the morning and another in the afternoon. Some work after 4:30 PM and Saturdays may be required,depending on business needs.
Required Education and Experience High School diploma or equivalent. Must type at least 35 wpm. Must be bilingual (Spanish/English).
Other Duties This Job Description is not designed to cover or contain a comprehensive listing of all activities, duties,or responsibilities that are required of the employee for this position. Management may, at its discretion, assign, or reassign duties and responsibilities to this job at any time.