Customer Service Representative Lead
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Job Location:
Austin, TX - USA
Monthly Salary:
Not Disclosed
Posted on:
10-10-2025
Vacancies:
1 Vacancy
Job Summary
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 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 *** This is an on-site position. ***
JOB RESPONSIBILITIES:
Include the following. Other duties may be assigned. The order of the duties listed does not represent the importance and/or percent of time dedicated to each duty.
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 the essential functions.
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
EDUCATION & EXPERIENCE:
High school diploma or general education degree (GED)
Two years of related experience as a Customer Service lead or supervisor
Bilingual Spanish is preferred
SUPERVISORY RESPONSIBILITIES
There are no supervisory responsibilities in this position.
WORK ENVIRONMENT
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. 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 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 *** This is an on-site position. ***
JOB RESPONSIBILITIES:
Include the following. Other duties may be assigned. The order of the duties listed does not represent the importance and/or percent of time dedicated to each duty.
- Provides daily directions 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 judgement to minimize complaints referred to designated managers or departments for investigation
- Administers 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
- 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 computer system frequently required while on the telephone with the customer
- Assists customers to fill 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
- Perform other duties as assigned
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 the essential functions.
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
EDUCATION & EXPERIENCE:
High school diploma or general education degree (GED)
Two years of related experience as a Customer Service lead or supervisor
Bilingual Spanish is preferred
SUPERVISORY RESPONSIBILITIES
There are no supervisory responsibilities in this position.
WORK ENVIRONMENT
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. 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
Key Skills
- Typing
- Data Entry
- Customer Service
- Basic Math
- Computer Skills
- Windows
- Banking
- Upselling
- Pricing
- Sanitation
- Cash Handling
- Stocking
