Customer Service Representative, Lead

Job Description

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 : http : / / www.viaplus.com

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 3,360 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 :

https : / / www.vinci- concessions.com / en / vinci -highways

https : / / www.linkedin.com / company / vinci -highways /

@VINCIConcess

JOB PROFILE : Customer Service Representative, Lead

JOB LOCATION : Corona, CA & Anaheim, CA

JOB RESPONSIBILITIES :

Reporting to the Call Center Manager, the Customer Service Lead is responsible for leading approximately 10-15 Customer Service Representatives in a high-volume, fast-paced call center environment, handling contacts received via telephone, chat, text, or email. Act as the single point of contact for escalated cases with the ability to transition an escalated call into a positive customer experience. Monitoring the performance of CSC according to established performance standards and policies.

The CS Lead is directly responsible for instilling a “can do” and customer-focused attitude in every employee, thus creating a culture that is characterized by Commitment, Accountability, Respect, Excellence, and Empowerment.

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.

• Provide day-to-day supervision and support to assigned Customer Service Representatives. This includes, but is not limited to, observing daily interactions of the team, and ensuring adherence standards are being met.
• Review reports daily, weekly, and monthly to recognize success and coach for improvements.
• Ensure, Quality Assurance, FCR, and CSAT KPI expectations are being met for each assigned direct report; if not, create action plans
• Achieve maximum productivity and efficiency of employees daily, including coaching to AHT.
• Perform 1 call, and 1 error monitor, per rep, per week, and update the QA tracker weekly; deliver immediate results / feedback to employees and coach accordingly and promptly.
• Work closely with the QA Training Team Lead and Supervisor to ensure guideline adherence, call integrity, and proper phone etiquette are being met; if not, coordinate a plan to address training needs
• Attend mandatory QA calibrations and assist in the development and implementation of quality improvement programs to increase customer satisfaction, and FCR and drive productivity to meet KPIs.
• Facilitate the communication of new information to all CSRs in a timely basis, ensuring understanding and consistency of handling by all assigned CSRs; ensure clear communication to up to leadership as well.
• Responsible for the onboarding and development of direct reports
• Prepare performance reports and ensure employee folders are documented, kept up to date, and organized.
• Handle supervisor-escalated calls / callbacks
• Handle all offline work for direct reports – Examples : Congestion Credits, Toll Disputes, Pay by Plate Credits, etc.
• Provide ongoing motivation to the team.
• Manage Teams and walk the floor / visible to CSRs.
• Assist with maintaining service level requirements by ViaPlus’ objectives and KPIs.
• Proactively coordinates 1 : 1 meetings, trainings, etc. with CS Supervisor & CS Manager to ensure adequate phone coverage is in place before taking CSR off the phones.
• Communicate with CS Manager or Supervisor to ensure adjustments to CSR’s productivity are brought to their attention for corrections to be made in the Productivity tracker.
• Monitor and manage real-time stats, and partner with leaders to implement actions as needed and promptly, immediately address concerns with direct reports.
• Supervise direct reports to ensure schedule adherence for CSRs is being maintained and coached accordingly.
• Conduct documented monthly 1x1 meetings with each Customer Service Representative by the 15th of the following month, to include monthly scorecards.
• Manage and coach Productivity reports daily and coordinate disciplinary conversations with the CS Supervisor as needed.
• Manage and coach to Attendance Tracker daily and coordinate disciplinary conversations with the CS Supervisor as needed.
• Manage and coach CSR KPI Scorecards monthly and coordinate disciplinary conversations with the CS Supervisor as needed.
• Conduct Employee coaching and counseling sessions promptly
• Be a “Change Agent” and find solutions to customer and employee challenges; assume a high level of ownership for customer satisfaction.
• Meet all expectations and deadlines.
• Model expectations of punctuality and attendance
• Serves as backup Team Lead for colleagues.

QUALIFICATIONS :

PC skills, strong data entry skills, 10-key by touch, and the ability to effectively navigate through a Windows environment.  Spreadsheet skills are a plus.

EDUCATION & EXPERIENCE :

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 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.

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