Bilingual Customer Service Team Lead (On-Site)

ViaPlus; Austin (TX); On-site; USD 45,000 - 60,000; Full time

Job summary

ViaPlus is seeking a Customer Service Lead in Austin, Texas. This role involves guiding a team to provide timely service, resolving complaints, and ensuring staff are trained properly.

The ideal candidate will have a high school diploma, two years of related experience, excellent communication skills, and the ability to work in a fast-paced environment. Bilingual Spanish is a plus. Join us to make a difference in customer service for the transportation industry.

Qualifications

• Ability to work well with others as a team.
• Ability to deal with difficult customers.
• Strong communication skills required.
• Compassion and empathy for customers.

Responsibilities

• Direct and communicate with employees for customer service.
• Resolve complaints regarding billing or services.
• Assist with recruitment and staff scheduling.
• Monitor and evaluate CSR performance.

Skills

Teamwork

Customer service skills

Communication skills

Phone etiquette

Detail-oriented

Interpersonal skills

Education

High school diploma or GED

Two years related experience

Bilingual Spanish

Tools

Microsoft Office

Data entry skills

Job description

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 4,100 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

• 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 judgment to minimize complaints referred to designated managers or departments for investigation
• Administers new hire and continuing training programs
• Assists customers with special problems referred from Customer Service Representatives (CSR), assists 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/email in a professional and exceptional manner
• Ensures all CSRs understand and comply with all objectives, performance standards and policies
• Monitors and evaluates 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
• Enjoys providing prompt and timely service to our clients
• Be extremely detail-oriented, 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 a 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 and 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.