Customer Service Lead - Tolling Operations

WSP•Concord, CA

1d•Onsite

About The Position

WSP is seeking a Customer Service Lead to support its Tolling Operations Team from its Concord, California office. The Lead Customer Service Agent helps guide customer service representatives and collaborates with supervisors, the Training Department, and QA/QC to support coaching, training, and staff development. The role handles escalated customer issues, provides operational support, and monitors performance metrics such as Real-Time Adherence (RTA) and Back Office System (BOS) functionality, identifying and reporting irregularities. The position provides indirect supervision and support to customer service staff and training, as well as support to management. It requires maintaining strong customer service and operational standards, handling confidential information, and assisting with special projects as assigned.

Requirements

High school diploma or GED.
One year of customer service experience and/or equivalent training and experience.
Ability to work collaboratively and independently, remain flexible, and learn in a fast-paced, dynamic environment.
Excellent oral and verbal communication skills.
Excellent attendance and punctuality.
Detail-oriented, efficient, energetic, self-motivated, and quick-thinking.
Strong interpersonal skills and compassion and empathy for customers.
Ability to present information effectively and carry out detailed written or oral instructions.
Strong computer and data-entry skills, including 10-key and Microsoft Office programs.
Ability to achieve and maintain departmental performance standards.
Strong problem-solving and analytical skills, with the ability to lead, motivate, develop, and coach staff.
Ability to work under pressure, meet deadlines, and be accountable for others' performance.
Ability to meet strict attendance requirements and perform essential duties consistent with applicable standards.

Nice To Haves

Lead experience.
Bilingual Spanish.
Bilingual Mandarin.
Bilingual Cantonese.

Responsibilities

Promote positive customer relations with customers and coworkers, and assist them courteously and professionally.
Respond to customer contacts through calls, chats, emails, and other channels in a timely, efficient, and knowledgeable manner.
Assist customer service representatives in resolving complaints and disputes, and handle escalated customers referred by Customer Service Agents.
Use sound judgment to resolve issues and minimize referrals and escalations.
Support training and continuous improvement.
Maintain thorough knowledge of customer service center policies, procedures, business rules, and operations.
Update customer account records, close customer accounts, and initiate refunds when required.
Assist with daily floor supervision and provide support to customer service staff, training, and management.
Help establish, improve, and streamline workflows and processes that support program standards, procedures, and strategic directives.
Complete required quality assurance CSC audits and provide immediate coaching and feedback to customer service representatives.
Assist the Workforce Management coordinator by using Genesys Cloud and PureInsights to ensure real-time adherence.
Monitor performance metrics, including RTA and BOS functionality, and identify and report irregularities.
Securely handle confidential information and complete special projects as needed.
Meet established productivity, schedule adherence, and quality standards.
Communicate effectively with clients and coworkers at all organizational levels, both within and outside the organization.
Perform other duties as assigned.

Benefits

Medical coverage
Dental coverage
Vision coverage
Disability coverage
Life coverage
Retirement savings
Paid sick leave
Paid vacation or other personal time
Paid parental leave
Paid time off for bereavement, voting, and/or attendance at naturalization proceedings