Bilingual Customer Service Team Lead (On-Site)

About the role

ViaPlus is a global mobility company specializing in revenue and services management solutions for the transportation industry. We provide full-featured, single-account back-office technology to facilitate high-volume transactions, customer operations, and data analytics. As a VINCI Highways subsidiary, we focus on technical innovation and delivering a positive mobility experience.

Major duties and responsibilities

• Provides daily direction and communication to employees to ensure customer service calls are answered in a timely, efficient, and knowledgeable manner
• Affords assistance to customers in resolving complaints concerning billing or service rendered
• Uses judgment to minimize complaints referred to designated managers or departments for investigation
• Administers new hire and continuing training programs
• Affords assistance to customers with special problems referred from Customer Service Representatives (CSR), assists with daily close-outs procedures, training, and floor supervision
• Affords assistance with recruitment and staff scheduling
• Maintains confidentiality and handles 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
• Deals with customers in a courteous, polite, and professional manner at all times
• Enters information for new accounts or account changes into computer system, frequently required while on the telephone with the customer
• Affords assistance to 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
• Affords assistance in establishing work procedures and processes that support the departmental standards, procedures, and strategic directives
• Affords assistance in assisting 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
• Ensures all Customer Service Representatives (CSRs) understand and comply with all objectives, performance standards, and policies
• Makes evaluations of CSR performance providing feedback and coaching
• Prepares reports and analyzes data to assist management with call center goals
• Performs other duties as assigned

Qualifications

• 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

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.