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 the Concord, California office. The Lead Customer Service Agent helps lead customer service representatives and works with supervisors, the Training Department, and the QA/QC team to support coaching, training, and staff development. The role handles escalated customer issues, provides operational support to improve team performance and service delivery, monitors performance metrics such as Real-Time Adherence (RTA) and Back Office System (BOS) functionality, and identifies and reports irregularities.

The position also supports floor supervision, quality audits, coaching, workforce management, and workflow improvement. It responds to customer contacts through calls, chats, and email, maintains customer records, processes account closures and refunds when required, and handles confidential information. The role has indirect supervision over the customer service department and supports customer service staff, training, and management.

Requirements

• High school diploma or GED.
• One year of customer service experience and/or training, or an equivalent combination of training and experience.
• Ability to work well with others and independently, with flexibility and openness to learning 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, with compassion and empathy for customers.
• Ability to present information effectively and follow detailed written or oral instructions.
• Strong computer and data-entry skills, including 10-key and various Microsoft Office programs.
• Ability to achieve and maintain departmental performance standards.
• Strong problem-solving skills and ability to analyze results, lead, motivate, develop, and coach staff.
• Ability to work under pressure, meet deadlines, and be accountable for others’ performance.
• Ability to safely and successfully perform essential job functions and meet qualitative and/or quantitative productivity standards.
• Ability to adhere to strict attendance requirements.
• Ability to lift 10 pounds and to lift, carry, walk, and stand.
• Vision for reading, recording, and interpreting information; frequent speech, hearing, and listening; and frequent hand-eye coordination to operate a computer keyboard and office equipment.
• Ability to use a computer and keyboard, standard office equipment, and telephone, and to access, input, and retrieve computer information.

Nice To Haves

• Lead experience preferred.
• Bilingual Spanish is a plus.
• Bilingual Mandarin is a plus.
• Bilingual Cantonese is a plus.

Responsibilities

• Promote positive customer relations with customers and coworkers, providing courteous, professional, timely, and knowledgeable assistance.
• Assist customer service representatives in resolving complaints and disputes, and use sound judgment to resolve issues while minimizing referrals and escalations.
• Handle escalated customers referred by Customer Service Agents and respond to customer contacts through calls, chats, emails, and other channels.
• Assist with training and continuous improvement, including coaching and developing staff.
• Maintain a thorough understanding of customer service center policies, procedures, business rules, and operations.
• Update customer account information, close customer accounts, and initiate refunds when required.
• Assist with daily floor supervision and support customer service staff and management.
• Help establish, improve, and streamline workflows and processes that support program standards, procedures, and strategic directives.
• Complete required quality assurance customer service center audits and provide immediate coaching and feedback to customer service agents.
• Assist the Workforce Management coordinator with Genesys Cloud and PureInsights software to ensure real-time adherence.
• Monitor performance metrics, including Real-Time Adherence and Back Office System functionality, and identify and report irregularities.
• Securely handle confidential information and complete special projects and other assigned duties.
• Meet established productivity, schedule-adherence, and quality standards.
• Communicate effectively with clients and coworkers at all organizational levels, both within and outside the organization.

Benefits

• Medical, dental, and vision coverage
• Disability and life insurance
• 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

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: High school or GED