Call Center Team Lead - Plano

North Texas Tollway Authority; Plano (TX); On-site; Full time

Job summary

The North Texas Tollway Authority seeks a dedicated leader for customer service specialists, managing escalations and providing essential support. Ideal candidates will have relevant leadership experience, fluency in English and Spanish is preferred, and a commitment to serving customers in a dynamic environment.

Benefits

Retention Bonus: $1000

Qualifications

• 3-5 years’ experience in a call center leadership role.
• Ability to type 30 WPM.

Responsibilities

• Researches and resolves escalated inquiries.
• Provides general clerical support and processes requests.
• Handles payments and resolves credit card disputes.

Skills

Fluency in English

Bilingual fluency in Spanish/English

Education

High School diploma or equivalent

Job description

NORTH TEXAS TOLLWAY AUTHORITY

Summary

The primary purpose of this position is to provide leadership and support to customer service specialists and to assist with customer escalations. This includes providing service to customers and extended business partners, and assisting customer service specialists with overrides, escalations, research, and general information. Other duties can include reconciling payment issues, receiving and analyzing transactions, researching citations, interacting with courts and vendors, monitoring attendance and schedules, providing assistance to CSC Supervisors, other members of leadership, and to other locations. Additional projects may occur, as assigned.

• Retention Bonus: $1000***
• Pay Range: $18.50/hr. - $21.50/hr.***
  
  

Responsibilities

• Researches and resolves issues by responding to escalated inquiries, researching information, providing information to service representatives, following up on calls for service, interacting with customers on the phone, via email, webchat and in person, and working with outside agencies and managers to resolve issues.
• Provides general clerical support by assisting patrons or customers; providing general or specific information; processing requests for services, researching information, compiling information, maintaining general office records, processing the mail, and assisting with other services including cash handling.
• Processes requests by updating accounts, handling requests for new service or toll tags, supporting online access, reporting computer issues to the help desk, posting transactions, monitoring, and updating corporate accounts, researching violations, and resolving email / chat requests.
• Processes payments by verifying information for accuracy, reviewing images, processing payments for overnight payments, and researches and resolves credit card disputes.
  
  

Qualifications

Minimum:

• High School diploma or equivalent required
• 3-5 years’ experience in a call center leadership role
• Fluency in English, Spanish preferred
• Must be able to type 30 WPM
  
  

Preferred

• Bilingual fluency in Spanish/English
  
  

About NTTA: NTTA is a political subdivision of Texas created to acquire, construct, maintain and operate toll roads in North Texas. As a customer-driven organization, NTTA delivers a safe and reliable toll system for millions of customers each year in one of the fastest growing regions in the United States. NTTA is a vibrant organization with a highly qualified, energized and engaged team focused on achieving Excellence and we are looking for talented individuals to join us.

Our mission: We are committed to providing a safe and reliable toll road system, increase value and mobility options for our customers, operate the Authority in a businesslike manner, protect our bondholders, and partner to meet our region's growing need for transportation infrastructure.

How To Apply

Click Apply. Register or log-in to your account. Complete the application in its entirety, including any questions, and click Submit.

If you have questions about the application process, please access our Frequently Asked Questions

At any time during the application process, you can click on the Job Title to which you are applying to return to this page to access the FAQs.

Refer your Family and Friends to apply at https://careers.ntta.org

NTTA is an Equal Opportunity Employer and does not discriminate on the basis of race, color, religion, sex, sexual orientation, gender identity, age, national origin, disability or veteran status.