Customer Service Team Lead
3 weeks ago
ViaPlus by VINCI Highways is a global mobility company specializing in revenue and services management solutions for the transportation industry. Our cutting-edge technology facilitates high-volume transactions, customer operations, and data analytics for seamless multimodal mobility.
Job SummaryWe are seeking a highly skilled Customer Service Team Lead to provide daily direction and communication to employees, ensuring customer service calls are answered efficiently and knowledgeably. The ideal candidate will have excellent phone etiquette, written and verbal communication skills, and the ability to work well under pressure.
Key Responsibilities- Provide daily direction and communication to employees to ensure customer service calls are answered efficiently and knowledgeably.
- Assist customers in resolving complaints concerning billing or service rendered.
- Use judgment to minimize complaints referred to designated managers or departments for investigation.
- Administer new hire and continuing training programs.
- Assist customers with special problems referred from Customer Service Representatives (CSRs), assist with daily close-outs procedures, training, and floor supervision.
- Assist with recruitment and staff scheduling.
- Handle confidential information and assignment of special projects as needed.
- Talk with customers by phone or in person and receive orders for new accounts, changes of account type, change of account payment option, and other changes in service or account information.
- 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.
- Assist customers to fill out Applications and Agreement forms, determine charges for service requested, collect deposits, prepare change of address records, and balance computer sales or cash drawer.
- Share continual responsibility for deciding how to supervise employees, ensuring calls are handled efficiently and effectively.
- Assist 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.
- Perform other duties as assigned.
- Ability to work well with other employees as a team.
- Ability to deal with difficult or demanding customers on a routine basis.
- Excellent phone etiquette.
- Excellent written and verbal communication skills.
- Excellent attendance and punctuality.
- Enjoy providing prompt and timely service to our clients.
- Be extremely detail-orientated, efficient, and possess superior written and verbal communication.
- Must possess strong interpersonal skills.
- Have compassion and empathy for customer situations.
- Have excellent customer service skills with the ability to build and maintain customer relationships.
- Be energetic, self-motivated, and quick-thinking.
- 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 read and comprehend normal instructions, correspondence, and memos.
- Must be able to organize and write correspondence and memos in a logical/methodical manner.
- Ability to effectively present information in one-on-one situations to customers, clients, and other employees of the organization.
- Ability to apply common sense understanding to carry out detailed written or oral instructions.
- Ability to deal with problems involving a few concrete variables in standardized situations.
- Excellent computer skills required, strong data entry skills, 10-key by touch, and various Microsoft Office programs.
- High school diploma or general education degree (GED).
- Two years of related experience as a Customer Service lead or supervisor.
- Bilingual Spanish.
The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform essential functions.
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