Bilingual (English/Spanish) Senior Customer Service Representative (Marketing Outreach) - GC Services

Overview

InteLogix is seeking a Bilingual (English/Spanish) Senior Customer Service Representative to support one of our tolling clients, NC Quick Pass (NCQP).  In this role, you will support the NCQP Marketing team by assisting with scheduling and conducting events aimed at promoting the NCQP program and facilitating account conversions and transponder sales.  This role offers a valuable opportunity to collaborate with both Marketing and Operations, gaining hands-on experience in promoting and selling NCQP transponder products.  Positions are available on both a full-time and part-time basis, involving a combination of promotional activities and other tasks.  Flexibility is required, as the role may entail evening and weekend work to staff events as necessary, with the majority of outreach hours occurring on Saturdays and some Sundays.  Responsibilities of this role include; actively participating in and managing outreach events, marketing the NC Quick Pass program and handling tasks related to account management, such as customer service, account reconciliation, and account conversion.  During non-promotional periods, individuals may be assigned production tasks, which can be performed either remotely or in the office, including casework, image review, and correspondence review.

Who we are:

At InteLogix, we are passionate about empowering individuals and organizations to achieve their full potential. As a trusted leader in our industry, we are committed to providing innovative solutions and exceptional services that make a positive impact. We believe in the power of teamwork, integrity, and the commitment to excellence. Join us at InteLogix and be part of a dynamic organization that strives to create a brighter future, one where our collective efforts shape and empower the world around us. Together, we can make a difference.

What’s the Role About?

If you like to solve problems and interact with people from across the country, or maybe just a few towns over, this is the career for you!

In this role, you will be a creative problem solver, results oriented, and empathetic customer partner that connects, navigates, influences, and provides solutions.

• Are you energetic, enthusiastic with an engaging personality?
• Are you driven to deliver effective results while providing excellent customer service?
• Do you have extraordinary communication skills?

What’s in it for YOU?

• Paid Training
• Medical, Dental, Vision Insurance
• Paid Time Off
• 401K
• Employee Discounts
• Full-Time, Part-Time, non-seasonal
• Career Advancement
• Early access to earned wages via PayActiv
  • Access up to 50% of earned waged (capped at $500 per pay period)

Responsibilities

• Represent the NC Quick Pass program at various outreach events in collaboration with NCQP Marketing
• Participate in a range of events including; corporate on-site, Realtor association events, fairs, markets, and sporting events
• Availability for weekend events a required
• Greet and assist interested parties at events to provide required support
• Set up tents, tables, computers, displays, and other event items (physical requirement)
• Responsible for transporting tents and event items to event locations
  • Appropriate mileage reimbursement for event transportation
• Adhere to NCQP business rules and policies
• Maintain stellar attendance
• Provide in-person customer service for new and existing clients/accounts
• Document customer interactions in appropriate system/tool
• Troubleshoot customer concerns, accurately, quickly and efficiently
• Process multiple types of forms leveraging appropriate tools
• React positive to an ever-changing environment
• Review notices and verify data through various computer systems
• Process account update requests and record daily work stats
• Assist other departments or functions as needed
• Posses knowledge of NCQP processing procedures, including transponder fulfillment, bill-by-mail invoicing, payment processing, service request processing, and mail house document QA review
• Perform accurate data entry of license plate numbers from images into database
• Demonstrate overall knowledge of InteLogix and NCTA guidelines for resolution codes used on viewed images
• Achieve or exceed daily quotas for image processing with acceptable error rates
• Assist with customer account maintenance and perform necessary data entry
• Adhere to company attendance, punctuality and break requirements
• Maintain concentration and focus to meet performance goals
• Handle pressure effectively when required to meet deadlines and performance goals
• Maintain good working relationships with peers and leaders
• All other tasks as assigned

Qualifications

Education:

• High School Diploma or GED is required

Experience:

• Fluent in both English and Spanish
• Prefer at least 1 to 2 years of customer service experience
  • Face-to-face interaction
  • Sales/marketing
• Prefer at least 1 to 2 years of marketing experience
  • Public speaking
  • Event coordination
  • Social media management
• NC Quick Pass experience not required

Computer Experience:

• Must be able to type quickly and accurately, use a mouse effectively
• Must be able to adapt to different technologies such as using an iPad or hotspot
• A basic understanding of Windows-based operating systems

 Skills & Abilities:

• Strong writing skills
• Clear and effective communication, both oral and written
• Must be able to provide quality customer service and able to work with difficult or challenging customers on occasion, while still maintaining a strict level of professionalism
• Ability to project and convey a positive, concerned, and professional image to customers
• Adaptable with an ability to quickly adjust to change
• Must be able to conduct back office system search efficiently and effectively while working within specific time constraint
• Ability to maintain a well-organized work area
• Must be able to maintain punctuality and flexible hours to meet the needs of the position
• Adhere to InteLogix policies and procedure
• Proven time management skills

All job offers are contingent upon completion of drug screen and background checks.

InteLogix is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, or protected veteran status and will not be discriminated against based on disability.