Bilingual Customer Service Representative, HV (On-Site)

ABOUT US

ViaPlus is a global mobility company in the Intelligent Transportation Systems (ITS) market, specializing in revenue and services management solutions for the transportation industry. Our full-featured, single-account back-office technology facilitates the high-volume transactions, customer operations, and data analytics required for seamless multimodal mobility. As a VINCI Highways subsidiary, we are committed to technical innovation and to promoting a positive mobility experience for all. VINCI Highways, a VINCI Concessions subsidiary, is a leader in road concessions, operation and mobility services. We design, finance, build and operate motorways, bridges, tunnels, urban roads and mobility services on a network of 4,100 km in 15 countries. VINCI Highways leverages its expertise to deliver the highest performance and safety standards and treat drivers to a positive experience. VINCI Concessions is an international player in transport infrastructure. We leverage our integrated model to design, finance, build, operate and maintain some 80 airports, motorways and rail projects in 23 countries, through our subsidiaries VINCI Airports, VINCI Highways and VINCI Railways. We are committed to shared growth with regions and are actively making mobility ever more sustainable, efficient and innovative.

*** This is an on-site position. ***

MAJOR DUTIES AND RESPONSIBILITIES
Other duties may be assigned. The order of the duties listed does not represent the importance and/or percentage of time dedicated to each duty.

• Facilitate resolution of delinquent account balances through structured support and communication
• Engage delinquent account holders to establish payment plans, resolve disputes, and reduce overall delinquency rates
• Evaluate overdue accounts and confirm whether they meet Prohibition criteria
• Answer routine and non‐routine customer calls daily
• Acquire a working knowledge of our database.
• Communicate effectively with a variety of people across various levels both within and outside the organization.
• Consistently meet established productivity, schedule adherence and quality standards.
• Quickly and accurately identify and assess individual needs, as well as take the appropriate actions to satisfy those needs.
• Provide information about products and services.
• Maintain customer records by updating account information.
• Follow communication procedures, guidelines, and policies.
• Resolve product or service problems by clarifying the customer's complaint; determining the cause of the problem; selecting and explaining the best solution to solve the problem; expediting correction or adjustment; following up to ensure resolution.
• Must follow all company rules and procedures.
• Ability to deal with customers in a courteous, polite, and professional manner at all times.
• Respond to customer voicemails
• Provide support for customer service center as needed

• Excellent phone etiquette
• Excellent written and verbal communication skills
• Excellent attendance and punctuality
• Enjoy pro