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

Job description

• This is a full-time position working Monday – Friday, approximately 7:55am – 4:55pm, working in the office in Oklahoma City.
• We are seeking Customer Service Representatives (level I) who are bilingual in English and Spanish to join our team and provide exceptional service to customers. 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.

Responsibilities

• Answer incoming calls, in Spanish, promptly and professionally, providing courteous and efficient service to customers.
• Address customer inquiries, concerns, and complaints regarding the Oklahoma Turnpike system, toll rates, account information, and general information about the authority.
• Provide accurate and up-to-date information to customers by utilizing available resources, databases, and training materials.
• Process customer transactions, including toll payments, account updates, and issuing toll tags.
• Identify and escalate complex or unresolved customer issues to the appropriate department or supervisor.
• Maintain a high level of knowledge about the Oklahoma Turnpike system, including current toll rates, policies, and procedures.
• Ensure customer satisfaction by actively listening to customers, empathizing with their concerns, and providing effective solutions.
• Accurately document customer interactions and transactions in the customer relationship management (CRM) system.
• Collaborate with other team members and departments to resolve customer issues and improve overall customer experience.
• Stay updated on industry trends, technological advancements, and changes in toll system operations.
• Perform other duties as assigned to ensure smooth and effective customer service operations.

Requirements

• Fluent in Spanish and English. Must be able to speak and write in both Spanish and English, and communicate effectively with the Spanish speaking population.
• 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.
• While performing the duties of this job, the employee is frequently required to stand, walk and reach; talk and hear. Routinely, employees are required to sit for periods of time; to manipulate objects, tools or controls; climb or balance; and stoop, kneel, crouch or crawl.

Skills

Required

• Fluent in Spanish and English

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 $22.75 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.