Senior Customer Care Representative

Position Summary

Responsible for providing excellent customer service via the phone, email, face to face, mail, and/or social media in a prompt and courteous manner. First point of contact for Care Center Representative inquiries and escalations. Resolves customer questions and problems regarding accounts, payments, products, and services. Completes and maintains related reports, records, and files.

Essential Functions And Accountabilities

• Assumes responsibility for the effective and professional completion of Customer Care Representative functions.
• Assists Care Center Representatives with any questions and/or issues
• Assists supervisors and managers with coaching and helping new representatives or low performers
• Completes research and resolves documentation errors or discrepancies. Able to handle more complex issues.
• Provides basic information to customers on accounts, orders, payments, products, and services.
• Performs basic maintenance functions on accounts.
• Maintains and projects the Company's professional reputation.
• Leads the charge when it comes to achieving performance results, applying new processes and educating others.
• Assumes responsibility for establishing and maintaining effective coordination and working relationships with area personnel and with management.
• Completes weekly Customer Service statistical reports.
• Keeps supervisor informed of area activities and significant problems.
• Completes required reports and records accurately and promptly.
• Attends and participates in meetings as required.
• Assumes responsibility for related duties as required or assigned.
• Assists other departments as necessary.
• Performs related clerical duties as needed.
• Keeps work area clean, secure, and well maintained.
• Actively and professionally cross sells Company products and services.
  
  

Performance Measurements

• Care Representative functions are efficiently, effectively, and accurately performed in accordance with established policies, standards, and security procedures.
• Good business relations exist with customers. Customer problems and complaints are promptly and professionally addressed and resolved.
• Accurate and complete information about E-ZPass and services is provided to customers.
• Good working relationships and coordination exist with area personnel and with management. Appropriate assistance is provided to area staff as needed. Supervisor is informed of activities.
• Required reports and records are accurate, complete, and timely.
• The Company's professional reputation is conveyed and maintained.
  
  

Qualifications

Education/Certification:

High school graduate or equivalent.

Required Knowledge

General knowledge of Company policies and procedures.

Basic understanding of Company products and services

Experience Required

At least 2 years of experience in customer service.

Skills/Abilities

Accuracy and thoroughness in work.

Excellent communication and public relations skills.

Ability to work well under pressure.

Ability to use a personal computer and related software applications including Microsoft Word or Excel.

Solid Math Skills And Bookkeeping Abilities.

Proficient typing skills.

Must be willing to work a flexible schedule as required by the Customer Service Center.

Ability to obtain a Criminal History Background Check and drug screen.

Finger Dexterity

PHYSICAL ACTIVITIES AND REQUIREMENTS OF THIS POSITION:

Using primarily just the fingers to make small movements such as typing, picking up small objects, or pinching fingers together.

Talking

Especially where one must frequently convey detailed or important instructions or ideas accurately, loudly, or quickly.

Average Hearing

Able to hear average or normal conversations and receive ordinary information.

Repetitive Motions

Movements frequently and regularly required using the wrists, hands, and/or fingers.

Average Visual Abilities

Average, ordinary, visual acuity necessary to prepare or inspect documents or products, or operate machinery.

Physical Strength

Sedentary work; sitting most of the time. Exerts up to 10 lbs. of force occasionally. (Almost all office jobs.)

None

WORKING CONDITIONS:

No hazardous or significantly unpleasant conditions (such as in a typical office).

Reasoning Ability

MENTAL ACTIVITIES AND REQUIREMENTS OF THIS POSITION:

Ability to deal with a variety of variables under only limited standardization.

Able to interpret various instructions.

Mathematics Ability

Ability to perform basic math skills, use decimals to compute ratios and percents, and to draw and interpret graphs.

Language Ability

Ability to use passive vocabulary of 5-6,000 words; to read at a slow rate; define unfamiliar words in dictionaries for meaning, spelling, and pronunciation.

Ability to write complex sentences, using proper punctuation, and using adjectives and adverbs.

Ability to communicate in complex sentences; using normal word order with present and past tenses; using a good vocabulary.

The above statements are intended to describe the general nature and level of work performed by people assigned to this classification. They are not intended to be a complete list of all responsibilities, duties and skills required of personnel so classified. Duties and responsibilities may be added or changed as deemed appropriate by management at any time.

Elizabeth River Crossings OpCo, LLC is an equal opportunity employer. In accordance with applicable law, we prohibit discrimination based on race, color, religion, sex (gender), age, national origin, ancestry, citizenship, physical or mental disability, military or veteran status, medical condition, genetic information, sexual orientation or any other category protected by federal, state or local laws.