Customer Service Representative

About the Role

WSP is seeking Customer Service Representatives for an onsite position in Concord, CA. This role involves handling inbound customer inquiries for the Clipper START Program via phone, email, and chat.

Compensation

• Expected Salary: $23.00/HR
• Additional Pay: $0.50/HR for previous Clipper experience OR validated language proficiency in Spanish, Cantonese, Mandarin, or Tagalog.

Key Responsibilities

• Accept, review, and process electronic and paper applications for the Clipper START Program.
• Review applicant documentation to verify identity and income eligibility.
• Approve, deny, or request additional information for applications.
• Enter paper-based applications into the Clipper START CRM system and digitize/upload supporting documents.
• Provide phone and email assistance for the application and re-enrollment process.
• Respond to inquiries regarding application status, eligibility, documentation, and card fulfillment.
• Use approved language services for non-English speakers.
• Handle customer personally identifiable information in accordance with privacy and security requirements.
• Serve as the primary point of contact for customers via phone, email, chat, or text.
• Provide clear information about products, services, and company policies.
• Promote positive relationships with customers and coworkers through friendly, efficient, and effective service.
• Promote and educate customers on self-service options.
• Maintain a thorough understanding of CSC operations.
• Assess customer needs and resolve product or service issues.
• Maintain accurate records in the designated CRM system.
• Open cases for unsolved customer inquiries.
• Meet or exceed established goals for productivity, schedule adherence, and quality standards.
• Perform additional tasks as required.

Requirements & Tech Stack

• Excellent phone etiquette.
• Excellent verbal communication skills.
• Excellent attendance and punctuality.
• Ability to provide prompt and timely service.
• Strong interpersonal skills, with compassion and empathy.
• Energetic, self-motivated, and quick-thinking.
• Ability to work in a team environment or independently.
• Flexibility and openness to learning new experiences in a fast-paced, changing environment.
• Ability to read and comprehend instructions and correspondence.
• Ability to effectively present information one-on-one.
• Ability to apply common sense understanding to follow instructions.
• Ability to work a flexible eight (8) hour shift between 8:00 a.m. to 5:00 p.m., Monday to Friday.
• Flexibility to work onsite.
• Must have a quiet and secure remote working environment (if remote work is deemed necessary).
• Must be able to pass background and drug screenings.
• Ability to 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: Primarily sitting; ability to lift up to 10 lbs occasionally; ability to walk, stand, and carry items as needed; regular verbal communication and listening; daily use of computers, keyboards, and office equipment; quiet noise level work environment.

Qualifications

• High school diploma or GED.
• Customer service experience is a plus.
• Knowledge of Salesforce is a plus.
• Bilingual in Spanish is a plus.
• Bilingual in Mandarin is a plus.
• Bilingual in Cantonese is a plus.
• Bilingual in Tagalog is a plus.

Supervisory Responsibilities

• None.