Role and Responsibilities
Job Purpose: Serves customers by providing assistance to resolve issues related to mailed invoices, facilitating payments, primarily via telephone, mail, and email.
JOB DUTIES: - Answer inbound calls in a courteous and professional manner within the parameters of the guidelines established in order to meet or exceed the overall department's Service Level Goals.
- Listen to the caller's needs and respond as needed, using empathy, concern and appreciation for their business.
- Resolve transaction discrepancies by identifying the customer's issue/need; determining the cause of the problem; selecting and explaining the best solution to solve the problem; expediting correction or adjustment where appropriate; follow up to ensure resolution or validation of information.
- Utilize all available resources to resolve and respond to the customer's needs, with the objective of minimizing call transfers or callbacks in order to provide a one-call solution. This may include transferring the caller to the pay-by-phone feature.
- Maintain customer interactions by updating information associated with a transaction, notating the interaction with the caller in the system's comments or notes section, thus creating a history of communications with the caller.
- Process inbound and returned mail which may include handling checks, processing disputes, researching returned mail and general administrative tasks.
- Performs additional duties as needed.
SKILLS: Customer Service, Product Knowledge, Quality Focus, Problem Solving, Market Knowledge, Systems Knowledge, Basic Office Equipment and Microsoft Office Product Knowledge.
Qualifications and Education Requirements
Minimum 1-2 years Customer Service Experience, taking inbound calls. High school diploma or equivalent.
Preferred Skills: Bi-lingual (Spanish)
Additional Notes
- Hours of operation: Department is currently staffed M-F, 8:30am - 5:00pm
- Reasonable accommodations may be made to enable individuals with disabilities to perform essential functions.
- All applicants must be able to demonstrate the ability to pass a Background Check.PAVE MOBILITY is committed to building a team that represents a variety of backgrounds, perspectives, and skills. We embrace diversity and equal opportunity, and all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity or expression, pregnancy, age, national origin, disability status, genetic information, protected veteran status, or any other characteristic protected by law.