Customer Service Representative (Spanish)

Customer Service Representative (Spanish) ASC Job Category Customer Service Overview Description Customer Service Specialist The Customer Service Specialist (CSS) is the face of Stanford Transportation and interacts with the public, Stanford faculty, staff, students, departments and vendors on a daily basis, using independent judgment and discretion. The CSS provides superior customer service in a call center environment and this role reports to the Retail Team Supervisor.

Core Duties:

Professionally handle a high volume of customer inquiries via email and phone. Ensure that issues are resolved both promptly and thoroughly Provide technical support to customers that are having difficulty purchasing a permit online or accessing their customer portal. Resetting password, troubleshooting and following up via email, if necessary, with additional instructions Assist customers in finding solutions to system errors and/or workarounds Educate the customer where applicable to prevent the need for future contacts. Log phone call on sheet for tracking purposes Provide customers with information regarding Stanford Transportations programs including Marguerite shuttle, alternative transportation and public transportation Navigate through credit card payment and citation sites where theres confidential information regarding customers to help guide them on their next steps Process financial transactions, physical permits, reconcile virtual cash drawer and run end of day reports Review department and vendor applications, process financial transactions for virtual permits, provide instructions to customers on how to manage permits Perform other general duties relevant to job and department needs as determined by the supervisor

Requirements:

Knowledge, Skills & Abilities:

Minimum three years of customer service experience or combination of education and experience Excellent customer service experience and proven ability to meet performance standards Ability to learn policies and procedures and correctly provide that information to customers and use it to make sound decisions Must be able to work in a fast-paced environment with frequent interruptions Strong multitasking skills Positive attitude, friendly and professional Fluent in English and Spanish Excellent verbal and written communication skills Excellent interpersonal skills, customer focused and adaptable Strong computer skills. Experience with Outlook, Google docs and sheets Strong organizational and analytical skills, strong attention to detail and accuracy Quick learner, self-motivated, problem solver, ability to de-escalate upset customers

Job Types:

Full-time, Contract Salary:

$20.00 - $23.00 per hour

Shift:

Morning shift Weekly day range: Monday to Friday Work setting:

In-person Experience:

Customer Service:

3 years (Preferred)

Language:

English and SPANISH (Required)

Work Location:

In person