Customer Service Team Lead

3 weeks ago


Austin, Texas, United States VINCI Highways Mobility Solutions Full time
About VINCI Highways Mobility Solutions

VINCI Highways Mobility Solutions is a global leader in the Intelligent Transportation Systems (ITS) market, specializing in revenue and services management solutions for the transportation industry. Our cutting-edge technology facilitates high-volume transactions, customer operations, and data analytics required for seamless multimodal mobility.

As a VINCI Concessions subsidiary, we are committed to technical innovation and promoting a positive mobility experience for all. We design, finance, build, and operate motorways, bridges, tunnels, urban roads, and mobility services on a network of 4,100 km in 15 countries. Our expertise delivers the highest performance and safety standards, treating drivers to a positive experience.

We are seeking a highly skilled Customer Service Team Lead to join our team. The ideal candidate will provide daily direction and communication to employees, ensuring customer service calls are answered in a timely, efficient, and knowledgeable manner.

Main Responsibilities

- Provide daily direction and communication to employees
- 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 (CSR), assist with daily close-outs procedures, training, 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

Requirements

- Excellent phone etiquette
- Excellent written and verbal communication skills
- Excellent attendance and punctuality
- Ability to work well with other employees as a team
- Ability to deal with difficult or demanding customers on a routine basis
- Be extremely detail-oriented, efficient, and possess superior written and verbal communication skills

About You

We are looking for a dedicated professional who can effectively manage our customer service team. If you have experience in customer service leadership and are passionate about delivering exceptional customer experiences, we encourage you to apply.

The estimated salary for this position is $70,000 - $90,000 per year, depending on qualifications and experience.

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