AECOM Call Center Customer Service Representative in Concord, New Hampshire

Business Line Construction Services

Position Title Call Center Customer Service Representative

United States of America - New Hampshire

Concord

Job Summary

AECOM is seeking a Call Center Customer Service Representative for our Concord, NH location.

Position Description or Typical Responsibilities:

This position reports to Call Center Supervisor and is responsible for answering routine telephone inquiries in a customer-oriented Call Center operations environment by following standard scripts and procedures. Must have an on-going knowledge of company policies/guidelines as directed by management; and must be flexible and willing to adjust to other duties of the CSC based on business needs.

  • Answers incoming calls and makes necessary follow up outbound calls.

  • Preforms notice quality review activities when assigned

  • Performs image review when required.

  • Knowledgeable in the processing of toll transactions and video bills in the system: receives, processes, and deposits payments; updates accounts and video bills as to their status; and opens new accounts.

  • Takes credit card payments over the phone for accounts, video notices, and new accounts.

  • Researches and resolves customer issues.

  • Processes and completes multiple types of forms.

  • Writes, generates, and receives correspondence via fax, mail, and web contact.

  • Negotiates payments and fee reductions up to their established limits.

  • Performs data entry.

  • Documents phone calls and actions in the database.

  • Receives and processes account update requests from inbound phone calls and mail, as directed.

  • Records individual completed daily work statistics.

  • Troubleshoots situations accurately, quickly, and efficiently for customers on the phone.

  • Helps other departments with their tasks when inbound call volume is low.

  • Maintains an above average attendance record.

  • Performs other tasks as assigned.

  • Knowledgeable in the processing of toll transactions and video bills in the system: receives, processes, and deposits payments; updates accounts and video bills as to their status; and opens new accounts.

  • Performs data entry.

  • Helps other departments with their tasks when inbound call volume is low.

  • Maintains an above average attendance record.

  • Performs other tasks as assigned.

Minimum Requirements

  • High school diploma or GED Certificate

  • 1 year of customer service related experience

  • Outstanding verbal communication skills (phone etiquette)

  • Detail oriented, ability to multi-task, and highly organized

  • Strong data entry and computer skills

  • Ability to work independently

  • Due to the nature of work, candidate must be a US Citizen.

Preferred Qualifications

  • E-ZPass Toll Experience in New Hampshire

  • Prior customer service, retail, or call center experience

Additional Information:

  • Qualified applicants who are offered a position must pass a pre-employment substance abuse test

  • Relocation benefits are not available for this position.

What We Offer

AECOM is a place where you can put your innovative thinking and business skills into high gear and work alongside other highly intelligent and motivated people. It's a place where you can apply your skills to some of the world's most challenging, interesting, and meaningful projects worldwide. It's a place that values the diversity of our areas of practice and our people. It's what makes AECOM a great place to work and grow.

AECOM is an equal opportunity employer and Minorities, Females, Veterans, and Disabled persons are encouraged to apply. For further information, please click here at http://www.aecom.com/content/wp-content/uploads/2016/01/EEO-is-the-Law-poster-supplement.pdf to view the EEO Is The Law poster.

NOTICE TO THIRD PARTY AGENCIES:

Please note that AECOM does not accept unsolicited resumes from recruiters or employment agencies. In the absence of a signed Recruitment Fee Agreement, AECOM will not consider or agree to payment of any referral compensation or recruiter fee. In the event a recruiter or agency submits a resume or candidate without a previously signed agreement, AECOM explicitly reserves the right to pursue and hire those candidate(s) without any financial obligation to the recruiter or agency. Any unsolicited resumes, including those submitted to hiring managers, are deemed to be the property of AECOM.

Job Category Transportation Operations Management / Traffic Monitoring

Country United States of America

Position Status Full-Time

Requisition/Vacancy No. 163190BR