Customer Service Representative, Lead (On-Site)
Customer Service Representative, Lead (On-Site)
Posted on :
14-06-2025
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1 Vacancy
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Job Description
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 3360 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:
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:
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.
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 3360 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:
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.
Required Experience:
Manager
Employment Type
Full-Time
Key Skills
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