Customer Service Representative (Bilingual English/Spanish)

• Location: HCTRA Locations (Northwest Crossing, Dairy Ashford, Southwest Tag Store, East Tag Store, Northeast Tag Store)
• Job Type: Full-Time
• Schedule: Various shifts available, including days, evenings, weekends, and holidays

Position Summary

We are seeking customer-focused Bilingual Customer Service Representatives to join the Harris County Toll Road Authority (HCTRA) team. In this role, you will serve as the first point of contact for customers, assisting with account inquiries, EZ TAG services, account maintenance, payment processing, and issue resolution through multiple communication channels. The ideal candidate is professional, detail-oriented, and committed to delivering exceptional customer service.

Key Responsibilities

Provide excellent customer service by responding to customer inquiries and resolving account issues.

Assist customers with EZ TAG account setup, maintenance, and tag fulfillment.

Process payments accurately while maintaining PCI compliance standards.

Update and maintain customer account information.

Handle customer concerns professionally and efficiently.

Meet or exceed performance and customer satisfaction goals.

Reconcile payments and toll tags and prepare end-of-day reports.

Maintain up-to-date knowledge of HCTRA products, services, policies, and procedures.

Qualifications

High School Diploma or GED required.

Minimum of six (6) months of customer service experience.

Bilingual fluency required (English and Spanish).

Strong verbal and written communication skills.

Excellent customer service and problem-solving abilities.

Basic math skills and attention to detail.

Proficiency with Microsoft Office and computer applications.

Ability to type at least 30 WPM and use a 10-key keypad.

Ability to multitask in a fast-paced environment.

Strong organizational and time management skills.

Work Environment

Office-based environment utilizing computers, phones, and standard office equipment.

Primarily seated work with occasional standing and light lifting up to 20 pounds.

Flexible availability may be required based on operational needs.

What We're Looking For

Positive attitude and professional demeanor.

Ability to work effectively in a team environment.

Strong interpersonal and relationship-building skills.

Commitment to maintaining confidentiality and providing outstanding customer experiences.

Apply today if you are bilingual, customer-focused, and ready to make a difference by providing exceptional service to our customers!