Customer Care Team Lead

Verra Mobility; Mesa (AZ); On-site; USD 50,000 - 70,000; Full time

Job summary

Verra Mobility seeks a Knowledge Management Team Lead to enhance customer service through effective training and quality assurance audits. Suitable candidates will demonstrate strong decision-making abilities and possess at least one year of customer service experience. This full-time role aims to foster continuous improvement within the team while aligning with Verra Mobility’s core values.

Qualifications

• Minimum of 1 year of direct experience in handling customer service requests.
• Strong verbal and written communication skills.
• Proven ability to multi-task and prioritize work.

Responsibilities

• Create and conduct functional training programs for employees.
• Review customer service interactions for quality assurance.
• Provide coaching to employees for service request processing.

Skills

Customer service

Coaching

Problem-solving

Organizational skills

Communication

Education

High School diploma or GED

Job description

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Who We Are

Verra Mobility Commercial Services is a global leader in smart mobility, creating smart roadways, serving the world's largest commercial fleets and rental car companies to manage tolling transactions and violations for millions of vehicles around the world through connectivity with hundreds of tolling and issuing authorities.

Who We Are

Verra Mobility Commercial Services is a global leader in smart mobility, creating smart roadways, serving the world's largest commercial fleets and rental car companies to manage tolling transactions and violations for millions of vehicles around the world through connectivity with hundreds of tolling and issuing authorities.

How We Work

As a future focused organization, we are looking for people who want to create relevant solutions today that will work tomorrow ensuring more people around the world reach their destination safely and easily.

Position Overview

The Knowledge Management Team Lead is responsible for supporting the operation by creating and facilitating training classes, conducting quality assurance audits, and maintaining a knowledge management system. Additionally, the Team Lead assists Leadership with overseeing Contact Center Operations to ensure that service level agreements, key performance indicators, and objectives are met consistently.

This position requires a professional who is an articulate, quick-thinking with good judgment and who applies a working knowledge of business training concepts, policies, practices, processes, and procedures to assignments. Candidate must be able to work independently, with guidance from management; be a self-starter who keeps on top of company, industry and client developments; have a flair for engaging audiences, influencing at all levels; and have an abundance of energy to drive continuous improvement across the organization.

The Team Lead should be available to work any shift during hours of operation and occasionally outside of department hours.

What You Will Do

• Create and conduct functional training programs for new and existing employees.
• Create, update and communicate department knowledge management articles and procedures.
• Provides on-demand support, direction, monitoring, and coaching to employees with service request processing, problem resolution, and policy and procedure changes.
• Reviewing and scoring customer service interactions in accordance with quality assurance guidelines.
• Provide constructive feedback to associates as needed to support in learning.
• All other duties as assigned to assist with client and customer service inquiries.
  
  

What You Will Need

• High School diploma or GED
• Minimum of 1 year of direct experience in handling customer service requests and Certified for all Products (VioLogics, PlatePass, Dollar/Thrifty) via all service channels (phone, e-mail, fax)
• Minimum of six months experience with coaching, mentoring, or leading Customer Service Representatives in a contact center environment
• Proven ability to multi-task, prioritize work, and act with a sense of urgency to meet assigned deadlines in a fast-paced environment with fluctuating priorities
• Strong interpersonal, decision-making, organizational, and conflict management skills
• Strong verbal and written communication skills
• Demonstrated skills with attention to detail and time management
• Demonstrated effective problem-solving skills, including the ability to identify, resolve, and or escalate issues to the appropriate individual(s) or department(s)
• Proven ability to work effectively independently as well as with different groups of people in a team environment
• Strong aptitude and flexibility towards serving and assisting others
  
  
  
  

Verra Mobility Values



An ideal candidate for this role naturally works in alignment with the Verra Mobility Core Values:

• Own It. We focus on high performance and drive toward breakthrough outcomes. Our employees ensure accountability, optimize and align work, focus on the customer, and cultivate innovation.
• Do What's Right. We champion integrity and good character. Our team members model ethical behavior, demonstrate good judgment and are courageous.
• Lead with Grace. We express humility and compassion, and we are authentic and candid. Our employees demonstrate self-awareness, care for others, instill trust, and communicate effectively.
• Win Together. We believe in growing and inspiring people together. We seek people who collaborate, value differences, think and act globally, foster an engaging work environment, and recognize and develop others.
  
  
  
  

With your explicit consent which you provided as part of the application process, we will retain candidate personal data solely for the business purpose for which it was collected. In no event will we retain such data more than two (2) years following the closure of the recruitment process relating to the role for which you applied or in the event other related job opportunities arise within the company. Verra Mobility Applicant Privacy Notice

Verra Mobility is an Equal Opportunity Employer. Qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, sexual orientation, gender identity, disability or protected veteran status.

Seniority level

• Seniority level

  Mid-Senior level

Employment type

• Employment type

  Full-time

Job function

• Job function

  Other

• Industries

  Technology, Information and Internet

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