Customer Service Representative (Spanish)

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