ABOUT VIAPLUS:
ViaPlus is a global mobility company in the Intelligent Transportation Systems (ITS) market, specializing in revenue and services management solutions for the transportation industry. Our customer operations, data analytics, and full-featured, single-account back-office technology facilitate the high-volume transactions required for seamless multimodal mobility. As a VINCI Highways subsidiary, we are committed to technical innovation and to promoting a positive mobility experience for all.

We are pioneers in the transportation transaction and mobility industry, with a decade of proven global experience in providing solutions focused on the tolling and transit industries. ViaPlus is headquartered near Dallas, Texas, and maintains offices across the United States, France, India, and Ireland. We are part of the global network of VINCI Concessions, an international player in transport infrastructure with projects in 23 countries. Our vision has evolved to provide a fully automated, end-to-end transportation solution that significantly improves revenue collection and efficiency while effectively lowering costs for our agency clients.

We serve enterprises that require high-volume, real-time transaction processing with the highest levels of accuracy, especially where revenue reconciliation and customer account management are key deliverables to the customer experience. Our flagship back-office system (BOS) enables Mobility-as-a-Service (MaaS) with a “one account” feature that supports multimodal transportation solutions. In a rapidly changing environment, ViaPlus maintains a strong focus on technology and continuous R&D to improve agency efficiencies, reduce operating expenses, and maximize revenue – all while providing exceptional customer service.

Learn more: http://www.viaplus.com

ABOUT VINCI HIGHWAYS
VINCI Highways, a VINCI Concessions subsidiary, is a leader in road concessions, operations and mobility services. We design, finance, build and operate highways, bridges, tunnels, urban roads and mobility services on a network of more than 3,360 km in 15 countries. VINCI Highways leverages its expertise to deliver the highest performance and safety standards and provide drivers with a positive experience.

More information:
https://www.vinci-concessions.com/en/vinci-highways
https://www.linkedin.com/company/vinci-highways/
@VINCIConcess

MAJOR DUTIES AND RESPONSIBILITIES

We are looking for a customer-oriented service representative for the storefront office. A customer service representative, or CSR, will act as a liaison, provide service information, and resolve any emerging problems that our customer accounts might face with accuracy and efficiency. The best CSRs are genuinely excited to help customers. They are patient, empathetic, and passionately communicative. They love to talk. Customer service representatives can put themselves in their customers’ shoes and advocate for them when necessary. Customer feedback is priceless, and these CSRs can gather that for you. Problem-solving comes naturally to customer care specialists. They are confident at troubleshooting and investigate if they don’t have enough information to resolve customer complaints. The target is to ensure excellent service standards, respond efficiently to customer inquiries, and maintain high customer satisfaction.

Other duties may be assigned.  The order of the duties listed does not represent the importance and/or percentage of time dedicated to each duty.

•          Manage large amounts of incoming calls and all local in-person customers

•          Respond to all web and email customer correspondence.

•          Process incoming customer (CSC) transactions

•          Respond to customer voicemails

•          Provide support for the customer service center as needed

•          Identify and assess customers’ needs to achieve satisfaction

•          Build sustainable relationships and trust with customer accounts through open and interactive communication

•          Provide accurate, valid, and complete information by using the right methods/tools

•          Maintain customer records by updating account information.

•          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; follow up to ensure resolution

•          Keep records of customer interactions, process customer accounts, and file documents

•          Follow communication procedures, guidelines, and policies

•          Take the extra mile to engage customers

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. Reasonable accommodations may be made to enable individuals with disabilities to perform essential functions.

•          Proven customer support experience or experience as a client service representative

•          Strong phone contact handling skills and active listening

•          Familiarity with CRM systems and practices

•          Customer orientation and ability to adapt/respond to different types of characters

•          Excellent communication and presentation skills

•          Ability to multi-task, prioritize, and manage time effectively

EDUCATION AND/OR EXPERIENCE

•          High school diploma or general education degree (GED)

•          A minimum of one (1) year of Customer Service Experience required

•          A minimum of six (6) months of Call Center experience preferred

•          Bilingual (English/Spanish) strongly preferred

•          Cash handling experience is strongly preferred

SUPERVISORY RESPONSIBILITIES

There are no supervisory responsibilities in this position.

WORK ENVIRONMENT

The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform essential functions. While performing the duties of this job, the employee is regularly required to use hands and reach with hands and arms, hear, and talk. The employee will be working and navigating on a computer. The employee occasionally is required to stand, sit, stoop, kneel, crouch, and walk. The employee may occasionally be required to lift and/or move up to 20 pounds. The work environment is usually moderate to loud.