Customer Service Lead

TransCore; Dover (DE); On-site; USD 40,000 - 50,000; Full time

Job summary

An established industry player is seeking a Customer Service Lead to enhance their team in Dover, Delaware. This role involves guiding Customer Service Representatives, ensuring high service standards, and managing performance metrics. The ideal candidate will possess strong leadership skills and a commitment to customer satisfaction. This is a fantastic opportunity to contribute to a dynamic team while developing your career in a supportive environment. If you're passionate about customer service and ready to take on a leadership role, this position is perfect for you.

Qualifications

• 2-4 years of experience in customer service roles.
• Ability to manage and train customer service representatives.

Responsibilities

• Assist Customer Service Representatives in daily duties.
• Track performance measures and report to management.
• Monitor customer service levels and feedback.

Skills

Customer Service

Bilingual (English and Spanish)

Performance Tracking

Problem Solving

Education

High School Diploma or equivalent

Job description

Join to apply for the Customer Service Lead role at TransCore

3 days ago Be among the first 25 applicants

Join to apply for the Customer Service Lead role at TransCore

Get AI-powered advice on this job and more exclusive features.

TransCore (TRN), a subsidiary of ST Engineering, is seeking a full-time Customer Service Lead to join our team in Dover, Delaware.

Job Summary: Under the direction of the Customer Service Supervisor, the Customer Service Lead is primarily responsible to assist the Customer Service Representatives in their daily duties to resolve questions/issues that arise. The Lead will assist the supervisor in the training of Customer Service Representatives and the monitoring of daily activities, projects and tasks of the customer service staff under their direction. The Lead will assist their supervisor in achieving the directives and performance standards of their department.

Essential Duties and Responsibilities include but are not limited to the following:

• Tracks and records performance measures and reports these measures to management on a daily basis.
• Continually assesses Customer Service levels and monitors customer feedback.
• Ensures that all Customer Service Representatives are courteous, professional and attuned to customer needs.
• Ensures that appropriate steps are being taken by the Customer Service staff when an event needs to be escalated for resolution.
• Monitors performance and enforces policies and procedures to ensure that all personnel meet or exceed expected service and performance levels.
• Assists in the creation of performance reviews for TransCore employees and provides periodic feedback to staffing agencies as needed.
• Assists supervisor in managing personnel in the following areas: attendance, monitoring, coaching and time scheduling
• Contacts customers to update account information.
• Manages customers that request supervisor assistance.
• Performs daily duties of Customer Service Supervisor in his/her absence.
• Researches and resolves account issues.
• Performs account maintenance including account changes, closings, adjustments and statements requests.
• Contacts customers for additional account information.
• Assists in problem correspondence as required.
• Prepares required reports as needed.
• Answers questions from less experienced staff.
• Supports the Service Center for customer service phone calls by responding to incoming phone inquiries regarding E-ZPass accounts, violations, and DMV
• Responsible for accurately processing toll adjustments, reversals, and fee adjustments for customer E-ZPass accounts
• Monitors customer interactions for quality and provides feedback
• Regular and predictable attendance is an essential function of this job
• Available to work Mon-Fri, between 7AM - 7PM, and rotating Sat 8AM - 2PM
  
  

Desired Skills

• Bilingual in English and Spanish preferred
  
  

Education

• High school Diploma or equivalent required
  
  

Supervisory Responsibilities: This job assists in hiring, training, supervising, evaluating, rewarding, and disciplining Customer Service Representatives.

Skill: Has substantial understanding of the job and applies knowledge and skills to complete a wide range of tasks.

Job Complexity: Works on assignments that are moderately difficult, requiring judgment in resolving issues or in making recommendations.

Supervision: Determines methods and procedures on new assignments. Coordinates the activities of other personnel.

Experience: Typically requires a minimum of 2 - 4 years of related experience.

Language Skills: Ability to read and comprehend simple instructions, short correspondence, and memos. Ability to write simple correspondence. Ability to effectively present information in one-on-one and small group situations to customers, clients, and other employees of the organization.

Mathematical Skills: Ability to add, subtract, multiply, and divide in all units of measure, using whole numbers, common fractions, and decimals. Ability to compute rate, ratio, and percent and to draw and interpret bar graphs.

Reasoning Ability: Ability to apply common sense understanding to carry out instructions furnished in written, oral, or diagram form. Ability to deal with problems involving several concrete variables in standardized situations.

Physical Demands: The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

While performing the duties of this job, the employee is regularly required to use hands to finger, handle, or feel and talk or hear. The employee is frequently required to walk and sit. The employee is occasionally required to stand and reach with hands and arms. The employee must occasionally lift and/or move up to 25 pounds.

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 the essential functions.

The noise level in the work environment is usually moderate.

Seniority level

• Seniority level

  Mid-Senior level

Employment type

• Employment type

  Full-time

Job function

• Job function

  Other

• Industries

  IT Services and IT Consulting

Referrals increase your chances of interviewing at TransCore by 2x

Sign in to set job alerts for “Customer Service Lead” roles.

Customer Service Representative - West Dover

Future Opening: Customer Service Representative - State Farm Agent Team Member

Camden, DE $40,000.00-$50,000.00 3 months ago

Dover, DE $40,000.00-$50,000.00 1 week ago

Sr. Customer Success Manager, Strategic CSM Team

Absence Customer Experience Specialist - Delaware

FT Evening Customer Service Representative

Specialist - Customer Service (Full Time)

Delaware, United States $39,000.00-$49,400.00 2 days ago

Work From Home - Client Services Representative

Specialist - Customer Service (Part Time)

Customer Service Manager (CSM) - Northeast Nuclear

Leadership Role While Working from Anywhere

PT CUSTOMER EXPERIENCE MANAGER (NIGHTS & WEEKENDS) - DOVER, DE

Representative - Call Center Agent (Full Time)

Representative - Call Center Agent (Part Time)

PT Afternoon/Evening Customer Service Representative

We’re unlocking community knowledge in a new way. Experts add insights directly into each article, started with the help of AI.