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Customer Service Representative, Lead

4 months ago

Austin, Texas, United States VINCI Full time
ABOUT VIAPLUS:
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 customer operations, data analytics, and full-featured, single-account back-office technology facilitate the high-volume transactions 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.

We are pioneers in the transportation transaction and mobility industry, with a decade of proven global experience in providing solutions focused on the tolling and transit industries. ViaPlus is headquartered near Dallas, Texas, and maintains offices across the United States, France, India, and Ireland. We are part of the global network of VINCI Concessions, an international player in transport infrastructure with projects in 23 countries. Our vision has evolved to provide a fully automated, end-to-end transportation solution that significantly improves revenue collection and efficiency while effectively lowering costs for our agency clients.

We serve enterprises that require high-volume, real-time transaction processing with the highest levels of accuracy, especially where revenue reconciliation and customer account management are key deliverables to the customer experience. Our flagship back-office system (BOS) enables Mobility-as-a-Service (MaaS) with a "one account" feature that supports multimodal transportation solutions. In a rapidly changing environment, ViaPlus maintains a strong focus on technology and continuous R&D to improve agency efficiencies, reduce operating expenses, and maximize revenue – all while providing exceptional customer service.

Learn more:

ABOUT VINCI HIGHWAYS
VINCI Highways, a VINCI Concessions subsidiary, is a leader in road concessions, operations and mobility services. We design, finance, build and operate highways, bridges, tunnels, urban roads and mobility services on a network of more than 3,360 km in 15 countries. VINCI Highways leverages its expertise to deliver the highest performance and safety standards and provide drivers with a positive experience.

More information:

@VINCIConcess

JOB PROFILE: Customer Service Representative, Lead

JOB LOCATION: Austin, TX (on-site)

JOB RESPONSIBILITIES:
Include the following. 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.

• Provides daily direction and communication to employees so that customer service calls are answered in a timely, efficient, and knowledgeable manner

• Assists customers in resolving complaints concerning billing or service rendered

• Uses judgment to minimize complaints referred to designated managers or departments for investigation

• Administers new hires and continuing training programs

• Assist customers with special problems referred from Customer Service Representatives (CSR), assist with daily close-out procedures, training, floor supervision

• Assists with recruitment and staff scheduling

• Must handle confidential information and assignment of special projects as needed

• Talks with customers by phone or in person and receives orders for new accounts, changes of account type, change of account payment option, and other changes in service or account information

• Ability to deal with customers in a courteous, polite, and professional manner at all times

• Enter information for new accounts or account changes into the computer system, frequently required while on the telephone with the customer

• Assists customers in filling out Applications and Agreement forms, determines charges for service requested, collects deposits, prepares change of address records, balances computer sales or cash drawer

• Shares continual responsibility for deciding how to supervise employees, ensuring calls are handled efficiently and effectively

• Assists in establishing work procedures and processes that support the departmental standards, procedures, and strategic directives

• Ability to assist customers and violators with special and/or challenging issues by performing detail-oriented account research, supervisor calls, and correspondence by mail/fax/e-mail in a professional and exceptional manner

• Ensure all CSRs understand and comply with all objectives, performance standards, and policies

• Monitor and evaluate CSR performance providing feedback and coaching

• Prepare reports and analyze data to assist management with call center goals

QUALIFICATIONS:
To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform essential functions.

• Ability to deal with difficult or demanding customers on a routine basis

• Excellent phone etiquette

• Be extremely detail-orientated, and efficient and possess superior written and verbal communication

• Must possess strong interpersonal, written, and verbal communication skills

• Have compassion and empathy for customer situations

• Have excellent customer service skills with the ability to build and maintain customer relationships

• Ability to work in a team environment or independently while being flexible and open to learning new experiences in a fast-paced changing environment

• Ability to effectively present information in one-on-one situations to customers, clients, and other employees of the organization

• Excellent computer skills required, strong data entry skills, 10-key by touch, and various Microsoft Office programs

EDUCATION & EXPERIENCE:
  • High school diploma or general education degree (GED)
  • Two (2) years of related experience as a Customer Service lead or supervisor
  • Bilingual Spanish a Plus
SUPERVISORY RESPONSIBILITIES
People management: They act as a people manager by partnering within the organization to attract the right professional services leadership and talent to ensure their team is staffed according to requirements and all team members are fully utilized. They ensure that employees reporting to them are engaged and understand their career opportunities, by taking responsibility for the development and training of their team members.

WORK ENVIRONMENT
The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodation may be made to enable individuals with disabilities to perform essential functions. While performing the duties of this job, the employee is regularly required to use hands and reach with hands and arms, hear, and talk. The employee will be working and navigating on a computer. The employee occasionally is required to stand, sit, stoop, kneel, crouch, and walk. The employee may occasionally be required to lift and/or move up to 20 pounds. The work environment is usually moderate to loud.