Customer Service Representative

Join Our Team at Duncan Solutions, LLC

Duncan Solutions, LLC, is a full-service transportation management company that focuses on connecting people, technology, and data to make cities more livable and efficient. As a leading provider of parking and tolling management solutions, we support municipal and commercial clients with citation processing, debt collection, DMV registered owner identification, back-office transaction processing, image review, customer service center and customer experience (CX) operations, integrated on-street parking management, and more.

Position Summary

The Customer Service Representative role is a fast paced, high volume, inbound call center position. This role is responsible for providing prompt and accurate information in a courteous and professional manner to customers.

Essential Duties and Responsibilities

• Customer Service: 45%
  • Provide accurate, clear, and concise responses to incoming customer calls. Handle general questions and guide the applicant through issues relevant to their case.
  • Perform processing functions necessary to facilitate first call resolution and reflect the accurate status.
  • Determine a plan of action to facilitate resolution outside of the Call Center. Send necessary requests to other units. Utilize proper escalation procedures.
  • Utilize the ability to navigate through the system of record (if applicable)
  • Consistently utilize resources to ensure accurate information is conveyed to customers.
• Communication: 25%
  • Communicates in an accurate, clear and concise manner both in writing and verbally. The incumbent must be skilled and proficient in verbal communication, context and the nature of our business in order to accurately respond to the caller, including novice callers.
  • Communicates by listening to "hear" the customers concern without interruption, so that the appropriate response is given.
  • Utilizes established processes to identify, analyze, and escalate unusual or repeat issues.
• Account Management 20%
  • Research accounts based on the information provided by the customer, as well as a review of the account variables. Since most calls involve issues with respect to individual accounts, it is critical that the incumbent possess a sound knowledge of internal policies and procedures. The incumbent will be faced with a number of issues each day that require quick comprehension of the situation with real-time responses to customers. Sound judgment must be exercised in both the initial response to the customer and all follow-up that may be required thereafter.
  • Possess excellent verbal communication skills and optimal listening skills. Able to navigate multiple computer applications quickly and analyze multiple bits of information to arrive at the correct answer.
  • Demonstrate efficient time management skills; is able to quickly ascertain the specific issue and immediately provide the caller with a comprehensive solution to the issue.
  • Actively advise customers of specific web options available to resolve status inquiries. This includes co-browsing the web with the customer.
• Identify Trends in Call Volume. 5%
  • Utilize outlined processes to identify, analyze and escalate unusual or repeat issues received while responding to escalated incoming calls. Report these issues timely and accurately, assessing and identifying potential impacts to Navient and the customers.
  • If any problems or issues arise with the use of the IVR, or other desktop applications, the CSP must quickly escalate these issues to Supervisory and/or Management staff.
• Training 5%
  • Attend training as necessary
  • Keep all training documents organized and keep abreast of new information.
• Other duties as assigned

What You'll Need to Succeed

• Demonstrates excellent written and verbal communication skills
• Strong analytical skills
• Fast learner, ability to maintain an in-depth understanding of the training curriculum
• Possesses excellent PC and internet navigation skills
• Demonstrates efficient time management skills
• Demonstrates effective decision-making skills
• Must have high speed reliable internet. Must be to a router that they can hardwire an Ethernet port into. No Wi-Fi. No Hotspots.

Education / Experience / Skills

• High School Diploma or GED from an accredited institution required

Preferred

• Prior experience in a high-volume call center preferred.

Physical Demands and Working Conditions

• This role is primarily computer-based and may be performed in an office or remote work environment. Reasonable accommodation may be made to enable individuals with disabilities to perform the essential functions.

What We Offer

Duncan Solutions, LLC, offers a professional environment, stability, upward mobility, and a wide breadth of benefits. We offer our full-time regular employees who meet eligibility criteria the following which include:

• Medical, Dental, & Vision Insurance
• Healthcare & Dependent Flexible Spending Accounts (FSA)
• Health Savings Account (HSA) with Employer Contribution
• Company Paid Life and AD&D Insurance
• Company Paid Short- & Long-Term Disability
• Employee Assistance Program (EAP)
• 401(k) with Employer Match (Traditional/Roth/Safe Harbor)

• 10 Company Holidays
• PTO Accrual
• Sick Time Accrual
• Parental Leave
• Jury Duty
• Military Leave
• Bereavement

• Life and AD&D Insurance for Employees/Spouse/Child(ren)
• Critical Illness
• Accident Insurance
• Dependent Care Flexible Spending Account (DCFSA)

Duncan Solutions, LLC is proud to be an Equal Opportunity Employer. We actively encourage applications from everybody. All qualified job applicants will receive consideration without regard to race, color, religion, creed, national origin, aboriginality, genetic information, ancestry, marital status, sex, sexual orientation, gender identity or expression, physical or mental disability, pregnancy, veteran status, age, political affiliation or any other non-merit characteristic.