Who Are we?

Cofiroute USA is an American Company which is owned by VINCI, a global leader in highway development, tolling, operations, and consulting. We strive to provide advanced tolling and mobility services and solutions to the transportation industry. Our mission is to help our customers achieve all electronic toll collection, traffic operations and customer service excellence through world‐class operations management and strategic consulting services and innovative software solutions. Cofiroute provides Pay By Mail processing, collections, and customer services on five motorways and expressways.

What are we looking for?

We are looking for a bilingual customer-oriented service representative for the store front office. A customer service representative, or CSR, will act as a liaison, provide services 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’re 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.

Responsibilities

• 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 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

Skills

• 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
• High School Degree
• Bilingual (English/Spanish) strongly preferred
• A minimum typing speed of 25 WPM

Must be able to work between the following hours:

Monday - Friday 7:30A-7:00P and Saturdays 8:00A-12:00P

*** Part-Time Schedule Available ***

What we believe:

We focus on maintaining a positive quality of life and work balance for our employees. Our ultimate goal is to provide such an environment in which you will enjoy coming into work daily! We recognize talent, effort and dedication and we reward these distinctive qualities.