Customer Service Team Lead (On-Site)

ABOUT US

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 full-featured single-account back-office technology facilitates the high-volume transactions customer operations and data analytics 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. VINCI Highways a VINCI Concessions subsidiary is a leader in road concessions operation and mobility services. We design finance build and operate motorways bridges tunnels urban roads and mobility services on a network of 4100 km in 15 countries. VINCI Highways leverages its expertise to deliver the highest performance and safety standards and treat drivers to a positive experience. VINCI Concessions is an international player in transport infrastructure. We leverage our integrated model to design finance build operate and maintain some 80 airports motorways and rail projects in 23 countries through our subsidiaries VINCI Airports VINCI Highways and VINCI Railways. We are committed to shared growth with regions and are actively making mobility ever more sustainable efficient and innovative.

MAJOR DUTIES AND 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 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 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 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 AND/OR EXPERIENCE

High school diploma or general education degree (GED)

Two years of related experience as a Customer Service lead or supervisor

Bilingual Spanish preferred

SUPERVISORY RESPONSIBILITIES

N/A

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.