Customer Service Team Lead

2 weeks ago

Lancaster, California, United States Workatfirst Full time
Lead Customer Service Representative

We are seeking a highly motivated and experienced Lead Customer Service Representative to join our team at Workatfirst. As a key member of our customer service department, you will be responsible for overseeing the day-to-day operations, monitoring agent activities, adjusting staffing, and directing employees as necessary to provide exceptional customer service.

Key Responsibilities:

  • Work closely with the department manager to ensure compliance with company and Metro policy, and meet various task deadlines.
  • Monitor, guide, train, and retrain customer service representative team members.
  • Assist the department manager in generating and documenting employee performance evaluations.
  • Uphold quality in customer service throughout the team by instilling behaviors for Customer First: a sense of urgency and personal integrity to complete job.
  • Effectively communicate with internal and external customers, providers, and clients as needed via telephone, email, or 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%.
  • Oversee the Site Evaluation Team.

Requirements:

  • A high school diploma or equivalent.
  • Ability to multi-task and manage time wisely.
  • Excellent communication and negotiation skills, ability to influence without authority.
  • Ability to work in a team-oriented environment.
  • Dependability, proficiency in time management, meeting deadlines, and multitasking.
  • Ability to work a flexible schedule, which may include weekends.
  • 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. First is also committed to providing a drug-free workplace. For candidates applying to positions in San Francisco or Los Angeles, California, First 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. First is an equal opportunity employer and by doing so, we will sustain and promote an inclusive culture that supports future growth for all.

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