Call Center Lead Customer Service Representative (LCSR

Job Responsibilities

• Lead a team of Customer Service staff
• Effectively manage large amounts of incoming calls
• Provide accurate, valid and complete information by using the right methods/tools
• Handle complaints, provide appropriate solutions and alternatives within the time limits and follow up to ensure resolution
• Follow communication procedures, guidelines and policies
• Keep records of customer interactions, process customer accounts and file documents
• Communicate with citizens via the call center (Parking Violation Bureau) to address inquiries regarding parking citations in a professional and courteous manner.
• Responsible for fully understanding the business practices in accordance with the City of St. Louis Treasurer’s Office program and Hudson and Associates, LLC guidelines, policies, and procedures.
• Establish and maintain excellent customer service with each citizen call.
• Analyze citizens’ account, using E-TIMS to assist with questions and informing citizens on proper ticket penalty structure, payment dates and deadline, schedule adjudicator hearings.
• Document/summarize phone dialog with citizen in E-Tims system.
• Meet quota of daily phone calls requirement, minimize call to 3 minutes per call.
• Record mail correspondence per required policy and procedures.
• Process paper work for refund.
• Research and review correspondence to determine action required.
• Continually maintain working knowledge of all parking codes, pricing, and procedures.
• Complete all required paperwork and reports accurately.
• Resolve customer complaints, guide them when needed and provide relevant information
• Maintain clean and organized work area
• Perform other duties as assigned by managers

Requirements

• Great organizational skills
• Ability to work beyond the scheduled work hours
• Great clerical and office skills, familiar with standard formatting of documents and letters
• Great Communication Skills (Verbal, Oral, Writing)
• Great Personality and Interpersonal skills
• Ability to effectively present information and respond to questions from groups of managers, clients, customers, and the general public
• Ability to solve practical problems and deal with a variety of concrete variables in situations where only limited standardization exists. Ability to interpret a variety of instructions furnished in written, oral, diagram, or schedule form
• High Energy Level
• Dependable
• Productive
• Customer Service Focused
• Maintains Professionalism
• Attention to Detail
• General Math Skills
• Basic Computer Skills
• Knowledgeable of Basic Safety