Lead Customer Service Representative

Diamond Parking Service; Spokane (WA); On-site; USD 35,000 - 50,000; Full time

Job summary

A leading company in Spokane seeks a Lead Customer Service Representative responsible for training and supporting CSR representatives. The role involves onboarding new staff, ensuring high customer service levels, and performing various clerical duties. Ideal candidates will have strong communication skills and a relevant educational background.

Qualifications

• One year certificate or equivalent experience required.
• Ability to perform essential duties satisfactorily.

Responsibilities

• Answer and assist staff with incoming telephone calls.
• Onboard and train new CSR staff.
• Conduct quality control and audits of CSR performance.

Skills

Mathematical skills

Communication

Problem-solving

Education

One-year certificate from college or technical school

Job description

Join to apply for the Lead Customer Service Representative role at Diamond Parking Service.

SUMMARY - Responsible and accountable for all aspects of training and support of CSR representatives. This includes onboarding new employees, maintaining high levels of customer service through audits and ongoing training. Performs customer service, clerical, administrative, and business-related duties as outlined below.

Essential Duties and Responsibilities

1. Answer and assist staff with incoming telephone calls, providing excellent customer service by addressing complaints and reconciling customer accounts.
2. Onboard and train new CSR staff. Schedule CSR staff.
3. Conduct quality control and audits of CSR performance.
4. Perform data entry and ensure CSR tasks are completed accurately.
5. Handle general clerical and administrative duties, such as maintaining files, updating training manuals, and providing IT support for the office.
6. Assist in special projects as assigned.

Qualifications

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. Reasonable accommodations may be made for individuals with disabilities.

Education and/or Experience

One-year certificate from college or technical school; or three to six months related experience and/or training; or an equivalent combination of education and experience.

Skills

• Ability to read and comprehend instructions, correspondence, and memos; write simple correspondence; and effectively present information in one-on-one and small group situations.
• Mathematical skills including addition, subtraction, multiplication, division, and interpreting graphs.
• Reasoning ability to understand and carry out detailed instructions and solve problems involving concrete variables.

Physical Demands

Regular use of hands for handling and reaching; standing, walking, sitting; occasional climbing or balancing; lifting up to 25 pounds. Reasonable accommodations available.

Work Environment

Moderate noise level; ability to transfer/relocate without notice; potential travel between Canada and the USA for business reasons.

Note: All employees are subject to internal audits to ensure compliance with policies related to money handling and other duties. Failure to pass audits may result in disciplinary action, including termination.