Job Description

WSP is currently initiating a search for a Customer Service Representative I - Hybrid

This position will work out of our Concord, CA office.

Position is primarily remote, but with an expectation to come to the office a few times a month (pre-scheduled). Expect training to be onsite for about 3 weeks. Hours are CURRENTLY 8am - 5pm but MAY expand to 7am - 6pm and Saturdays 9am - 1pm.

Compensation:

Expected Salary $ $23.00 /HR

Additional $0.50/HR for previous Clipper experience OR validated language proficiency in Spanish, Cantonese or Mandarin.

JOB SUMMARY 

The Customer Service Representative I (CSR I) is responsible for handling inbound customer inquiries into the Customer Service Center (CSC). This will include phone, email, and chat responses. The CSR I 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

• Serve as the primary point of contact for customers addressing their service issues and concerns.
• Foster strong relationships with customers and colleagues by providing friendly, efficient, and effective service.
• Answer customer inquiries via email, chat, or text, and provide general information and assistance regarding products, services, or company policies.
• Promote and educate customers on self-service options.
• Maintain a thorough understanding of the CSC operations to assist customers and resolve problems effectively.
• Identify and resolve product or service issues by clarifying the complaint, determining the cause, explaining the best solution, and following up to ensure satisfaction.
• Quickly and accurately assess individual customer needs and take appropriate actions to address them, ensuring customer satisfaction.
• Update customer account information and maintain accurate records to ensure up-to-date data for future reference.
• Process requests for new customer accounts. 
• Open cases for unsolved customer inquiries. 
• Process customer disputes. 
• Process the closing of customer accounts and initiate refunds when required. 
• Consistently meet or exceed established goals related to productivity, schedule adherence, and quality standards.
• Communicate clearly and effectively with individuals at various levels, both within and outside the organization, to address customer needs.
• Perform additional tasks as required to meet the needs of the CSC and the organization.
• Promote positive customer relations with customers and coworkers. 

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 and 9 am to 1 pm on Saturdays.
• Flexibility to work remotely or in an office environment as needed.
• 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 up 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 a computer, 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 
• Bilingual in Spanish is a plus 
• Bilingual in Mandarin is a plus
• Bilingual in Cantonese is a plus 

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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.