Who We Are

At WSP, we are driven by inspiring future-ready pioneers to innovate. We’re looking to grow our teams with people who are ready to collaborate in building communities and expanding our skylines. To do this, we hire candidates of all experiences, skillsets, backgrounds and walks of life. We actively foster a work environment and culture where inclusion and diversity is part of our fundamental structure. This is delivered behaviorally, through our policies, trainings, local partnerships with professional diverse organizations, internal networks and most importantly with the support and sponsorship of our leaders who help drive our commitment to an inclusive, diverse, welcoming and equitable work environment. Anything is within our reach and yours as a WSP employee. Come join us and help shape the future!

This Opportunity

WSP is searching for Customer Service Representatives that are passionate about solving problems and enjoy providing excellent customer service. Our Customer Service Representatives are the core to delivering friendly and efficient support to our customers and are essential in our commitment to exceeding customer satisfaction. If you are looking to be part of a winning team and contribute to providing exceptional customer service, we would like to hear from you! WSP offers bonus incentives, recognitions, and growth opportunities with our Customer Service career path.

This is a hybrid position that will offer the opportunity to work remotely but require you to come to the Service Center in Aurora CO, for training and as needed. The address is 22470 E Stephen D. Hogan Parkway, Aurora CO 80018.

***Only local candidates are being considered. ***

Regular shift is:

• Monday through Friday
• Hours are 8:45 a.m. to 5:15 p.m., Exceptions during higher volume times of the year
• 5 days- 40 hours per week. Please be sure you can commit to this schedule before you apply.

Training/start date will begin:

Training starts on Monday March 6th, 2023, and is approximately 4 weeks long. The shift during training is 8:00am to 4:30pm.

Week 1 : Monday 3/6 and Tuesday 3/7 will be in person at our office. The rest of the week will be working remote from home.

Week 2: One day in the office (TBD), the rest of the week remote.

Week 3: One day in the office (TBD), the rest of the week remote.

Week 4: Nesting – 3 days in the office.

Hourly pay-rate is:

• $19.80 per hour
• Bilingual hourly rate is $20.39 per hour

WSP USA is providing the compensation range and general description of other compensation and benefits that the company in good faith believes it might pay and/or offer for this position based on the successful applicant's education, experience, knowledge, skills, and abilities in addition to internal equity and geographic location. WSP USA reserves the right to ultimately pay more or less than the posted range and offer additional benefits and other compensation, depending on circumstances not related to an applicant's sex or other status protected by local, state, or federal law.

WSP provides a comprehensive suite of benefits including medical, dental, vision, disability, life, and retirement savings focused on a providing health and financial stability throughout the employee's career.

Location:

• Remote opportunity, should have a quiet, dedicated space to work free from distractions
• Internet requirements: able to support our business as well as support the needs of your household
• *If you do not know your speeds, please confirm with your internet provider

Reliable internet connection is required to be able to support the needs of our business as well as support the needs of your household.

Computer equipment will be provided by the company

Your Impact

• The Contact Center Customer Service Representative (CSR) is responsible for handling customer inquiries into the Service Center. This may include phone and email response, walkup customer service, inbound call customer service and inbound mail response. CSR may be reassigned on a long term or temporary basis to another location, other shifts, or other schedules, to balance manpower or meet the needs of the company.
• Assists with Customer Service calls and overflow walk-up volume when needed.
• Review license plate images which consist of entering correct license plate, verifying correct vehicle information and DMV information.
• Process customer requests for new and additional transponders.
• Process all returned customer mail.
• Respond to customer emails from the Customer Service Email Inbox
• Process inbound mail, which includes payments, account updates
• Process requests for new ExpressToll accounts
• Perform related duties as assigned by supervisor
• Meet or exceed performance criteria established for the position
• Maintain compliance with all company policies and procedures
• Help ensure phone coverage is always maintained from 8:00am - 5:15p.m. Monday through Friday
• Physical Requirements:
• Ability to safely and successfully perform the essential job functions consistent with the ADA, FMLA and other federal, state and local standards, including meeting qualitative and/or quantitative productivity standards.
• Ability to adhere to attendance requirements
• Primarily sedentary physical work requiring ability to lift a maximum of 10 pounds
• Must be able to lift, carry, walk and stand
• Ability to read, record and interpret information
• Frequent speech communication, hearing and listening to maintain communication
• Daily use of computer and keyboard, standard office equipment and telephone
• Ability to access, input, and retrieve information from the computer
• Knowledge to operate computer keyboard and office equipment

Who You Are

Required Qualifications

• Six (6) months or more Customer Service experience required
• Excellent verbal communication skills
• Basic computer skills, including navigating between multiple screens.
• Ability to prioritize and multitask (i.e. taking a call while entering notes and sending emails)
• Must be able to pass Skills Assessment Tests to be considered for an interview
• Ability to work: Regular hours of Monday through Friday 8:45 a.m. to 5:15 p.m. (5 days).
• Ability to adhere to strict attendance requirements
• Ability to achieve and maintain departmental performance standards
• Must be able to pass background and drug screening

Preferred Qualifications

• Six (6) months or more with heavy volume phone experience in a Contact/Call Center
• Bilingual (Spanish/English)

Additional Requirements

• To perform this job successfully, an individual must be able to perform each essential job duty satisfactorily. Reasonable accommodations may be made to enable qualified individuals with disabilities to perform essential job functions.

Additional Details

• Travel Required: N/A - No travel required
• Job Status: Regular
• Employee Type: Full
• Primary Location: AURORA - E 6TH PKWY
• All locations: US-CO-Aurora

About WSP

WSP USA is the U.S. operating company of WSP, one of the world's leading engineering and professional services firms. Dedicated to serving local communities, we are engineers, planners, technical experts, strategic advisors and construction management professionals. WSP USA designs lasting solutions in the buildings, transportation, energy, water and environment markets. With more than 15,000 employees in over 300 offices across the U.S., we partner with our clients to help communities prosper. www.wsp.com

WSP provides a flexible, agile and hybrid workplace model while meeting client needs. Employees are also afforded a comprehensive suite of benefits including medical, dental, vision, disability, life, and retirement savings focused on providing health and financial stability throughout the employee’s career.

At WSP, we want to give our employees the challenges they seek to grow their careers and knowledge base. Your daily contributions to your team will be essential in meeting client objectives, goals and challenges. Are you ready to get started?

WSP USA (and all of its U.S. companies) is an Equal Opportunity Employer Race/Age/Color/Religion/Sex/Sexual Orientation/Gender Identity/National Origin/Disability or Protected Veteran Status.

The selected candidate must be authorized to work in the United States.