Job Description

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.

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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.

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JOB PROFILE : Bilingual Customer Service Representative

JOB LOCATION: Broomfield, CO *** This is an on-site position. ***

JOB SUMMARY:

The Call Center Customer Service Representative (CSR) will be responsible for handling customer inquiries into the Service Center. Position requires excellent organizational skills, attention to detail and ability to interface effectively with external and internal customers. Excellent written and oral communication skills are preferred. CSR may be reassigned to other schedules, to balance manpower or meet the needs of the company.

JOB RESPONSIBILITIES:

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.

• Promote positive customer relations with customers and coworkers.
• Answer routine and non‐routine customer calls daily
• Acquire a working knowledge of our database.
• Communicate effectively with a variety of people across various levels both within and outside the organization.
• Consistently meet or exceed established productivity, schedule adherence and quality standards.
• Quickly and accurately identify and assess individual needs, as well as take the appropriate actions to satisfy those needs.
• Provide information about products and services.
• 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; following up to ensure resolution.
• Must follow all company rules and procedures.
• Ability to deal with customers in a courteous, polite, and professional manner at all times.
• 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.
• Follow communication procedures, guidelines, and policies.
• Due to the demands of this position, outstanding attendance is required.

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.

• Excellent phone etiquette
• Excellent written and verbal communication skills
• Excellent attendance and punctuality
• Enjoy providing prompt and timely service to our clients
• Be extremely detail‐orientated, and efficient and possess superior written and verbal communication skills
• Must possess strong interpersonal skills
• Have compassion and empathy for customer situations and excellent listening skills.
• Have excellent customer service skills with the ability to build and maintain customer relationships
• Be energetic, self‐motivated, and quick‐thinking
• Can work in a team environment or independently while being flexible and open to learning new experience in a fast-paced changing environment
• Ability to read and comprehend normal instructions, correspondence, and memos
• Must be able to organize and write correspondence and memos in a logical/methodical manner
• Ability to effectively present information to customers, clients, and other employees of the organization
• Ability to apply common sense understanding to carry out detailed written or oral instructions
• Ability to deal with problems involving a few concrete variables in standardized situations
• Excellent computer skills required, including knowledge of various Microsoft Office programs
• Ability to handle difficult customers or situations
• Ability to work varied shifts.

EDUCATION & EXPERIENCE:

• High school diploma or general education degree (GED)
• A minimum of six months of Call Center experience preferred
• Bilingual Spanish required

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 accommodation 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.

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