Customer Service Representative Lead

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.

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More information :

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 :

Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.