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Customer Service Team Lead

2 months ago

Lancaster, California, United States Workatfirst Full time

Job Summary:

Workatfirst is seeking a highly motivated and experienced Customer Service Team Lead to oversee the day-to-day operations of our Customer Service department. As a key member of our team, you will be responsible for monitoring agent activities, adjusting staffing, and directing employees as necessary to provide excellent customer service.

About the Role:

We are looking for a results-driven professional with a customer service-focused work ethic to help us provide our customers with reliable transportation. As a Customer Service Team Lead, you will be responsible for:

  • Working with the department manager to ensure compliance to company and Metro policy and that various task deadlines are met
  • Monitoring, guiding, training, and retraining customer service representative team members
  • Assisting department manager in generating and documenting employee performance evaluation
  • Upholding quality in customer service throughout team by instilling behaviors for Customer First: A sense of urgency and personal integrity to complete job
  • Effectively communicating with internal and external customers, providers, and clients as needed via written correspondence with concern resolutions
  • CS reporting for the department on call quality, booking accuracy, and 10-day contractual response on complaints that maintain scores of 90%
  • Overseeing Site Evaluation Team

Requirements:

  • A high School diploma or equivalent
  • To be able to multi-task and manage time wisely
  • Excellent communication and negotiation skills, ability to influence without authority
  • To be able to work in a team-oriented environment
  • To be dependable, proficient in time management, meeting deadlines, and multitasking
  • To be able to work a flexible schedule which may include weekends
  • To have a working knowledge of the Trapeze scheduling software
  • Supervisory experience
  • A minimum one-year experience working in a Call Center environment
  • Exceptional customer service skills and professional customer-focused telephone manners
  • Subject to a drug screen

About Workatfirst:

Workatfirst carries approximately 350 million passengers a year. Our employees play an integral role in our mission to provide easy and convenient mobility and to improve quality of life by connecting people and communities. We aspire to have a culture where all people are First. We strive to attract and retain a diverse workforce, therefore all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or veteran status. Workatfirst is also committed to providing a drug-free workplace. For candidates applying to positions in San Francisco or Los Angeles, California, Workatfirst will consider for employment qualified applicants with criminal histories consistent with the requirements of the San Francisco Fair Chance Ordinance or Los Angeles Fair Chance Ordinance. Workatfirst is an equal opportunity employer and by doing so, we will sustain and promote an inclusive culture that supports future growth for all.