Spanish Bilingual Visitor Toll Pass Customer Service Agent

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:

We are currently seeking a Spanish Bilingual Visitor Toll Pass Customer Service Agent to add to our team!

Location: Orlando International Airport and CFX headquarters, Orlando

Travel Requirements: Interested candidates must have a valid driver’s license and be able to travel frequently to and from CFX headquarters and Orlando International Airport multiple times/week.

Pay: $20.50/hour

Hours:

Must have open availability to work all the following shifts on a rotating schedule, 7 days/week, including holidays and weekends.

• 5:30 AM– 2:05 PM
• 7:30 AM– 4:05 PM
• 10:45 AM – 7:15 PM
• 1:30 PM – 10 PM

Benefits:

Our comprehensive benefits include but are not limited to: Health Insurance (Medical/Dental/Vision), HSA/FSA plans, Generous Paid Time Off package, Optional Daily Pay, EAP, 401k after 90 days and much more! 

Full-Time employees are eligible for Health benefits on the first of the month following hire date, or coincident to hire date if hired on the first of the month.

Description:

The VTP ambassador position is responsible for assisting in overseeing the daily activities of the VTP project, plus meeting and exceeding established personal performance measures.  The position is responsible for answering VTP phone calls, responding to VTP emails, creating case management actions and resolving VTP disputes & adjustments, reporting daily work duties of the project, such as transponder management.  Daily duties include responding to customer inquiries, ensuring the accuracy of payment processing and account maintenance, as well as adhering and complying with toll system procedures. This role requires travel from CFX headquarters to Orlando International airport to conduct job duties such as transponder collection and stocking vending machines. 

Key Responsibilities and Accountabilities:

• Anticipate and understand customer needs, determine the appropriate course of action to meet those needs by initiating or completing the transaction.  Exercise independent thinking in meeting customer expectations.
• Diagnose and provide a path to resolving various issues such as account balance payment information, disputes, account inquiries, payment negotiations and phone payments.
• Perform the required duties associated with customer service, including but not limited to account maintenance, case management, transponder management (returned units, distribution and restocking), payment processing, and responding to customer inquiries by email and phone.
• Follow & maintain compliance, quality assurance & client-specific standards on all accounts handled.
• Identify problems with office equipment, systems and general toll issues and communicate or escalate these issues to the proper area for resolution. 
• Ensure daily personal performance measures are available and effectively utilize the information to assist the VTP manager to use workforce for continuous improvement.  Emphasize and enforce the importance of CSC key performance indicators (KPIs) while supporting business processes and decisions implemented by management.
• Communicate effectively with other departments to foster a cohesive team environment and ensure these areas are aware of issues that may impact their area.  Build and maintain a strong working relationship with the client, contractors, vendors and other related parties as necessary.
• The ability to work from home, maintaining a full workday (8 hours) free of distractions and able to conduct computer assignments & professional phone interactions.

Required Education:

• Minimum high school degree (or equivalent)

Required Work Experience:

• One year of experience of demonstrated call center and/or customer support experience, preferably with experience in handling customer emails

Certifications:

• Valid State of Florida driver’s license

Competencies and Specific Skills:

• Must be bilingual in Spanish/English

• Strong analytical and problem-solving skills with the ability to review and analyze data and communicate solutions. 
• Proven oral & written communication skills
• Knowledge of principles of excellent customer service and the ability to apply to business practices and operations.
• 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.
• Ability to communicate directives clearly and effectively, verbally and in writing.
• Ability to identify and recommend staff developmental and training needs.
• Ability to motivate others in pursuit of Company goals.
• 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

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