Customer Service Representative I - Hybrid

Summary: WSP is one of the world's leading engineering and professional services firms, currently seeking a Customer Service Representative I. The CSR I will handle inbound customer inquiries, addressing service issues and concerns through various communication channels while promoting positive customer relations. Responsibilities: - Serve as the primary point of contact for customers addressing their service issues and concerns - Foster strong relationships with customers and colleagues by providing friendly, efficient, and effective service - Answer customer inquiries via email, chat, or text, and provide general information and assistance regarding products, services, or company policies - Promote and educate customers on self-service options - Maintain a thorough understanding of the CSC operations to assist customers and resolve problems effectively - Identify and resolve product or service issues by clarifying the complaint, determining the cause, explaining the best solution, and following up to ensure satisfaction - Quickly and accurately assess individual customer needs and take appropriate actions to address them, ensuring customer satisfaction - Update customer account information and maintain accurate records to ensure up-to-date data for future reference - Process requests for new customer accounts - Open cases for unsolved customer inquiries - Process customer disputes - Process the closing of customer accounts and initiate refunds when required - Consistently meet or exceed established goals related to productivity, schedule adherence, and quality standards - Communicate clearly and effectively with individuals at various levels, both within and outside the organization, to address customer needs - Perform additional tasks as required to meet the needs of the CSC and the organization - Promote positive customer relations with customers and coworkers Required Qualifications: - Excellent phone etiquette - Excellent verbal communication skills - Excellent attendance and punctuality - Enjoy providing prompt and timely service to our customers - Possess strong interpersonal skills and have compassion and empathy for customer situations - Be energetic, self-motivated, and quick-thinking - Ability to work in a team environment or independently while being flexible and open to learning new experiences in a fast ‐ paced changing environment - Ability to read and comprehend normal instructions, correspondence, and memos - Ability to effectively present information in one ‐ on ‐ one situations to customers, and other employees of the organization - Ability to apply common sense understanding to carry out detailed written or oral instructions - Ability to work flexible eight (8) hour shift between 8:00 a.m. to 5:00 p.m. Monday to Friday and 9am to 1pm on Saturdays - Flexibility to work remotely or in an office environment as needed - Must have a quiet and secure remote working environment - Must be able to pass background and drug screenings - 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 - High school diploma or general education degree (GED) Preferred Qualifications: - Customer service experience a plus - Bilingual in Spanish is a plus - Bilingual in Mandarin is a plus - Bilingual in Cantonese is a plus Required Skills: Customer service experience, Bilingual in Spanish, Bilingual in Mandarin, Bilingual in Cantonese Important Skills: Basic computer skills, verbal communication Nice-to-Have Skills: phone etiquette, Compassion, empathy, interpersonal skills, Self-motivated, Teamwork, Flexibility Benefits: Medical, Dental, Vision, Disability, Life, Retirement savings