Customer Service Representative I - Bilingual

Job Posting Title

Customer Service Representative I - Bilingual

Agency

978 OKLAHOMA TURNPIKE AUTHORITY

Supervisory Organization

Customer Svc Administration–Customer Service Administration

Job Posting End Date

Refer to the date listed at the top of this posting, if available. Continuous if date is blank.

Note: Applications will be accepted until 11:59 PM on the day prior to the posting end date above.

Estimated Appointment End Date (Continuous if Blank)

Full/Part-Time

Part time

Job Type

Regular

Compensation

Job Description

Why join the Oklahoma Turnpike Authority?

The Oklahoma Turnpike Authority (OTA) has been serving Oklahomans since 1947, managing and maintaining a modern, safe, and efficient turnpike system across the state. With a commitment to customer service and innovation, OTA plays a vital role in ensuring smooth and reliable travel for millions of motorists each year. As a part of our team, you'll have the opportunity to make a meaningful impact while working in a collaborative and supportive environment. OTA offers competitive pay, excellent benefits, and opportunities for growth, making it an excellent choice to build your career in public service.

 

Position Overview

This is a part-time position working approximately 19 hours per week, in-office in the Oklahoma City area. During the four-week training period, the working hours are Monday – Friday, 11:00am – 3:45pm, however after the training period, flexible work times/days/schedules can be arranged within the Monday – Friday workweek.

We are seeking a Customer Assistance Representative I who is 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 and Plate Pay services. We are looking for a candidate with strong communication skills, problem-solving abilities, and a commitment to providing outstanding customer support. 

 

Compensation

This rate for this position is $22.04 per hour.

Primary Duties and 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. 

 

Physical Demands and Work Environment

• This position works in a comfortable office setting with a computer for a large percentage of the workday. 
• The noise level in the work environment is usually mild. 

 

Minimum Qualifications

• Fluent in Spanish. Must be able to speak Spanish and communicate effectively with the Spanish speaking population.

• Minimum of one (1) year of experience in customer service, preferably in an office/workplace setting.   

 

Preferred Requirements, Special Skills or Knowledge

• Proficiency with the Spanish language.
• Experience in customer service, cash handling, or a related role.
• 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.
• Ability to solve problems, read a map, and gi