Customer Service Representative I - Tulsa at Oklahoma State Government in Tulsa County

Job description

• The Oklahoma Turnpike Authority (OTA) Customer Service division is seeking dedicated professional Customer Service Representatives (level I) to join our team in Tulsa, OK. In this role, you will be responsible for delivering exceptional customer service in a call center environment, assisting customers with their inquiries related to PIKEPASS accounts and services. We are looking for candidates with strong communication skills, problem-solving abilities, and a commitment to providing outstanding customer support.
• Customer Service Representative (Call Center)
• This is a full-time position working Monday – Friday, approximately 7:55am – 4:55pm, working in office.
• Hybrid Retail/Call Center Representative (preferably Bilingual in Spanish & English)
• This is a full-time position working a varied schedule throughout the week of Monday – Sunday, working times are approximately 7:40am – 5:40pm.
• This position will work in office, both with customers in person (retail) and on the phone (call center).

Responsibilities

• Call Center
• Answering incoming customer calls and providing excellent customer service in a timely and professional manner.
• Researching and resolving customer inquiries related to PIKEPASS and other related services.
• Accurately document customer interactions and transactions in the customer relationship management (CRM) system.
• Assisting customers with payment, billing, and account-related questions and concerns.
• Editing and updating customer accounts as requested, ensuring compliance with relevant policies and procedures.
• Efficiently using internal tools, resources, and databases to quickly find accurate answers to customer questions.
• Identify and escalate complex or unresolved customer issues to the appropriate department or supervisor.
• Performing other duties as assigned to ensure smooth and effective customer service operations.
• Retail Store
• Provide friendly assistance to customers with billing, payment processing, account updates, and general service questions.
• Investigate and resolve customer inquiries related to PIKEPASS and other OTA services with accuracy and professionalism.

Requirements

• Minimum of one (1) year of experience in customer service and at least 6 months of experience in clerical office work, or an equivalent combination of education and experience.
• Experience in a professional customer service environment.
• Basic math, spelling, punctuation, and grammar skills.
• Excellent interpersonal and communication skills.
• Ability to communicate clearly and concisely.
• Ability to read and understand written materials, including emails and policy papers.
• Knowledge, Skills and Abilities required at this level include knowledge of state laws and rules concerning the business operations of the agency; of accounting principles and practices; of various types of business organizations; of office practices; of business arithmetic; and of methods and techniques for conducting research. Ability is required to read and interpret laws; to communicate effectively, both orally and in writing; to establish and maintain effective working relationships with others; and to apply laws and rules to individual problems and situations.
• This is the career level where employees are assigned responsibilities at the full performance level for performing a full range of activities in providing services and assistance to clients and customers. This includes responding to inquiries and requests for assistance related to a variety of requirements and coordination with other divisions or units as needed to provide required services or assistance. Duties also include assisting in resolving various problems, obtaining clearances and researching laws to respond to complex and difficult inquiries.
• Bilingual in Spanish and English, both verbally and for written communication.

Skills

Required

• Internal tools, resources, and databases

Benefits

• OTA is proud to provide a comprehensive benefits package designed to support eligible employees and their eligible dependents:
• Up to $21,934 to help cover insurance premiums for employees and their families.
• A variety of options with no exclusions for pre-existing conditions.
• Pre-tax savings for healthcare and dependent care expenses.
• o Pathfinder Defined Contribution Plan: Employer matches 6% of a minimum
• 4.5% employee contribution (up to 7% if the employee contributes 7%).
• o OPERS Defined Benefit Plan: Available for reenrollment to employees
• enrolled prior to November 1, 2015.
• o 15 days annually during the first 1–5 years of service.
• o 18 days annually for 5–10 years of service.
• o 20 days annually for 10–20 years of service.
• o 25 days annually for over 20 years of service.
• o Sick leave: Accrued at 15 days per year.
• o Paid Maternity leave for eligible employees.
• Eleven paid holidays annually.
• Special rates with various vendors and companies.
• Monetary rewards beginning at two years of service to recognize dedicated tenure.
• Empower Oklahoma State employees to improve & enhance their well-being.
• This is a level I position, with a pay rate of $22.04 per hour ($45,848 annually). Level II, with a pay rate of $23.47 per hour ($48,825.00 annually) may be achieved after meeting the qualifications for that level.
• Bilingual pay rate for level I position is $22.75 per hour ($47,323 annually). Level II, with a pay rate of $24.18 per hour ($50,300.00 annually) may be achieved after meeting the qualifications for that level.