Customer Service Lead - Tolling Operations

WSP • Concord, CA

4d • $21 - $31 • Onsite

About The Position

WSP is currently initiating a search for a Customer Service Lead to support our
Tolling Operations Team!

This position will work out of our Concord, CA office.

JOB SUMMARY

The Lead Customer Service Agent will help lead a team of representatives to
provide exceptional customer service. This position will collaborate closely
with Supervisor(s), the Training Department, and the QA/QC team to assist with
coaching, training and development of staff. The Lead Customer Service Agent
will handle escalated customer issues, ensuring timely and effective resolutions
while providing operational support to enhance team performance and service
delivery. In addition, the Lead Customer Service Agent will monitor key
performance metrics, including Real-Time Adherence (RTA) and Back Office System
(BOS) functionality, and will be responsible for identifying and reporting any
irregularities.

Requirements

• Ability to work well with other employees as a team and independently while being flexible and open to learning new experiences in a fast‐paced, dynamic environment.
• Excellent oral and verbal communication skills.
• Excellent attendance and punctuality.
• Detail-orientated, efficient, energetic, self-motivated, and quick-thinking.
• Possess strong interpersonal skills and have compassion and empathy for customers.
• Ability to effectively present information to customers, clients, and other employees of the organization as well as to carry out detailed written or oral instructions.
• Strong computer skills required, strong data entry skills, 10-key and various Microsoft Office programs.
• Ability to achieve and maintain departmental performance standards.
• Strong problem-solving skills with an ability to effectively analyze results, lead, motivate, develop and coach staff.
• Ability to work under pressure, meet deadlines and be accountable for the performance of others.
• High school diploma or general education degree (GED)
• One (1) year customer service experience and/or training equivalent combination of training and experience required

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.
• Assist customers and support coworkers in a courteous, polite, and professional manner.
• Answer customers in a timely, efficient, and knowledgeable manner.
• Assist customer service representative to resolve complaints and disputes.
• Use sound judgement to resolve issues and minimize referrals and escalations to designated supervisors or departments.
• Assist training to support continuous improvement.
• Assist escalated customers referred from Customer Service Agents (CSA).
• Respond to customer contacts via all channels (calls, chats, emails, etc.).
• Maintain a thorough understanding of customer service center policies, procedures, business rules and operations.
• Maintain customer records by updating account information.
• Process the closing of customer accounts and initiate refunds when required.
• Assist with daily floor supervision.
• Assist in establishing, improving, and streamlining workflows and processes that support program standards, procedures and strategic directives.
• Complete required quality assurance CSC audits and provide immediate coaching and feedback to CSAs.
• Assist Workforce Management coordinator by utilizing Genesys Cloud and PureInsights software to ensure real-time adherence.
• Securely handle confidential information and assignment of special projects as needed.
• Consistently meet established productivity, schedule adherence, and quality standards.
• Communicate effectively with clients and co-workers at all levels within and outside the organization.
• Special projects and other duties as assigned.

Benefits

• WSP provides a comprehensive suite of benefits focused on a providing health and financial stability throughout the employee’s career. These benefits include coverage related to medical, dental, vision, disability, and life; retirement savings; paid sick leave; paid vacation (or other personal time); paid parental leave; and paid time off for purposes of 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