Back Office Customer Service Representative

Company: Aliance one
Location: Orlando
Posted on: September 17, 2023

Job Description:

Now is a great time to join AllianceOne! As a subsidiary of Teleperformance, AllianceOne provides employees the opportunity to be part of a global leader in contact center management, with the benefit of capitalizing on the global presence the company has built throughout the years. Teleperformance creates more value by providing a better customer experience.

Job Description:

Now accepting applications for the following position:

Job Title: Back Office Agent (1 Opening)

Location: Orlando, FL Reports To: Operations Manager

Pay: $19.00 per hr

Description:

Reporting to the Operations Manager, the Back Office Agent is responsible for providing a positive customer service experience in an effective, efficient and professional manner to E-PASS customers. The CSR, Back Office will also be cross-trained in various other CSR roles, to include but not limited to the following customer service channels: phone, customer care e-mails, fax, and mail, as well as be cross-trained on processing images.

Hours:

• Must be available for any shift within the following hours of operation:
  • Monday- Friday 7:30 AM- 6:30 PM
  • Saturday 8 AM- 4:30 PM ESSENTIAL ACCOUNTABILITIES:
    • Maintain customer satisfaction by providing efficient and effective service to customers and prospects on all E-PASS services on a variety of inquiries and customer needs.
    • Monitor and respond to customer phone and e-mail correspondence and process applicable online documentation for account adjustments or closures and transponder activity, including but not limited to account registration (update and maintenance), transponder distribution (returns and replenishments), payment processing, processing department of motor vehicle (DMV) holds and disputes.
    • Count, log and process transponder requests and cancellations received via website, phone center and internal database and process reports related to activity of new accounts and account closures.
    • Process mail and payment sorting to ensure timely handling of account requests.
    • Support various Tag Offices in tracking and releasing vehicle registration holds.
    • Ensure all processes and adjustments surrounding account closures or new accounts are completed, including preparation of documents for supervisor or manager approval.
    • Respond to customer inquiries and process requests according to established standards with attention to style, tone, and manner of communication.
    • Provide manual image review support as required and perform customer service activities in various other CSR roles such as in the Call Center, E-mail Correspondence, Mail Room, and Scanning.
    • Maintain accountability for work and provide input and/or assistance in formulating new procedures, and recommend changes to existing procedures as required.
    • Identify problems with office equipment, systems, processes, and general service issues, and communicate or escalate these to the proper entity for resolution.
    • Communicate regularly with other units to foster an effective team environment and ensure these areas are aware of issues that may impact their area.
    • Other job related duties as required. Required Education and Experience:
      • High School Diploma or equivalent education.
      • One (1) plus years' experience of demonstrated call center and/or customer support experience.
      • Computer proficiency to include accurate typing capability. Must possess basic skills in use of PC applications (Microsoft Word, Excel and Outlook) and possess the ability to perform intermediate data entry skills.
      • Excellent verbal and written communication skills.
      • Professional demeanor both in person and over the phone. Knowledge, Skills & Abilities:
        • Knowledge of principles of excellent customer service and the ability to apply to business practices and operations.
        • Knowledge of the structure and content of the English language including the meaning and spelling of words, rules of composition, and grammar.
        • Knowledge of administrative and clerical procedures and systems such as word processing, managing files and records, and other office procedures and terminology.
        • Knowledge of basic arithmetic.
        • Skill in communicating to persons representing varied educational levels and cultural backgrounds.
        • Skill at exercising tact and diplomacy in dealing with sensitive, complex, and confidential issues and situations.
        • Skill in exercising accuracy and thoroughness and monitoring one's own work to ensure quality.
        • Skill in time management, including prioritizing, organizing, and coordinating multiple work areas and assignments under fast paced and changing conditions to meet deadlines.
        • Skill in demonstrating effective questioning/listening skills when speaking with customers and third parties.
        • Skill in using probing questions and leveraging information obtained to ensure productive problem-solving efforts.
        • Skill in applying strong judgment and analytic capabilities, plus logical problem-solving and decision-making skills.
        • Ability to multi-task and regularly switch between various communication streams. Comfort and adaptability to work in a fast-paced work environment is essential.
        • Ability to work with a high degree of personal integrity, treats others with respect, and fosters a safe, harassment-free work environment.
        • Ability to establish and maintain consistent and effective working relationships and communications with staff, peers and superiors both within and outside of the immediate organizational structure.
        • Ability to communicate directives clearly and effectively, verbally and in writing.
        • Ability to work proactively.
        • Ability to manage a high level of confidentiality.
        • Ability to conduct research, analyze, draw conclusions and make recommendations.
        • Ability to work independently, multi-task and prioritize responsibilities, as well as within a team environment.
        • Ability to motivate others in pursuit of Company goals. Physical Requirements:
          • Visual acuity to read information from computer screens, forms and other printed materials and information.
          • Able to speak (enunciate) clearly in conversation and general communication.
          • Hearing ability for verbal communication, conversation, responses via telephone, telephone systems, and face-to-face interactions.
          • Manual dexterity for typing, writing, standing and reaching, flexibility, body movement for bending, crouching, walking, kneeling and prolonged sitting.
          • Lifting and moving objects and equipment up to 25 lbs. Work Environment:
            • Work is indoors and outdoors and may be sedentary at times and is subject to schedule changes and/or variable work hours.
            • There are no harmful environmental conditions present for this job.
            • The noise level in this work environment is usually moderate. If you like wild growth and working with happy, enthusiastic over-achievers, you'll enjoy your career with us!
              
              AllianceOne is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, disability, age, sexual orientation, gender identity, national origin, veteran status, or genetic information. AllianceOne is committed to providing access, equal opportunity and reasonable accommodation for individuals with disabilities in employment, its services, programs, and activities. To request reasonable accommodation please email us at recruiting@allianceoneinc.com.
              
              Questions?
              • Please review our privacy notice available at the following www.allianceoneinc.com/careers
              • For additional information on AllianceOne visit our website at www.allianceoneinc.com

Keywords: Aliance one, Orlando , Back Office Customer Service Representative, Administration, Clerical , Orlando, Florida