Customer Service Supervisor

ViaPlus by VINCI Highways•Austin, TX

2d•Onsite

About The Position

ViaPlus is a global mobility company in the Intelligent Transportation Systems (ITS) market, specializing in revenue and services management solutions for the transportation industry. Our customer operations, data analytics, and full-featured, single-account back-office technology facilitate the high-volume transactions required for seamless multimodal mobility. As a VINCI Highways subsidiary, we are committed to technical innovation and to promoting a positive mobility experience for all. We are pioneers in the transportation transaction and mobility industry, with a decade of proven global experience in providing solutions focused on the tolling and transit industries. ViaPlus is headquartered near Dallas, Texas, and maintains offices across the United States, France, India, and Ireland. We are part of the global network of VINCI Concessions, an international player in transport infrastructure with projects in 23 countries. Our vision has evolved to provide a fully automated, end-to-end transportation solution that significantly improves revenue collection and efficiency while effectively lowering costs for our agency clients. We serve enterprises that require high-volume, real-time transaction processing with the highest levels of accuracy, especially where revenue reconciliation and customer account management are key deliverables to the customer experience. Our flagship back-office system (BOS) enables Mobility-as-a-Service (MaaS) with a “one account” feature that supports multimodal transportation solutions. In a rapidly changing environment, ViaPlus maintains a strong focus on technology and continuous R&D to improve agency efficiencies, reduce operating expenses, and maximize revenue – all while providing exceptional customer service. Learn more: http://www.viaplus.com ABOUT VINCI HIGHWAYS VINCI Highways, a VINCI Concessions subsidiary, is a leader in road concessions, operations and mobility services. We design, finance, build and operate highways, bridges, tunnels, urban roads and mobility services on a network of more than 3,360 km in 15 countries. VINCI Highways leverages its expertise to deliver the highest performance and safety standards and provide drivers with a positive experience. More information: https://www.vinci-concessions.com/en/vinci-highways https://www.linkedin.com/company/vinci-highways/ @VINCIConcess

Requirements

Ability to work well with other employees as a team
Ability to deal with difficult or demanding customers on a routine basis
Excellent phone etiquette
Excellent written and verbal communication skills
Excellent attendance and punctuality
Enjoy providing prompt and timely service to our clients
Be extremely detail-orientated, efficient and possess superior written and verbal communication
Must possess strong interpersonal skills
Have compassion and empathy for customer situations
Have excellent customer service skills with the ability to build and maintain customer relationships
Be energetic, self-motivated and quick-thinking
Ability to work in team environment or independently while being flexible and open to learning new experiences in a fast-paced changing environment
Ability to read and comprehend normal instructions, correspondence and memos
Must be able to organize and write correspondence and memos in a logical/methodical manner
Ability to effectively present information in one-on-one situations to customers, clients and other employees of the organization
Ability to apply common sense understanding to carry out detailed written or oral instructions
Ability to deal with problems involving a few concrete variables in standardized situations
Excellent computer skills required, strong data entry skills, 10-key by touch and various Microsoft Office programs
Minimum of three (3) years of Call Center Supervisor Experience

Nice To Haves

Associate or bachelor’s degree preferred
Bilingual in Spanish strongly preferred

Responsibilities

Provides daily direction and communication to employees so that customer service calls are answered in a timely, efficient and knowledgeable manner
Assists customers in resolving complaints concerning billing or service rendered
Uses judgement to minimize complaints referred to designated managers or departments for investigation
Administers new hire and continuing training programs
Assist customers with special problems referred from Customer Service Representatives (CSR), assist with daily close-outs procedures, training, floor supervision
Must handle confidential information and assignment of special projects as needed
Talks with customers by phone or in person and receives orders for new accounts, changes of account type, change of account payment option, and other changes in service or account information
Ability to deal with customers in a courteous, polite and professional manner at all times
Enter information for new accounts or account changes into computer system, frequently required while on the telephone with the customer
Assists customers to fill out Applications and Agreement forms, determines charges for service requested, collects deposits, prepares change of address records, balances computer sales or cash drawer
Shares continual responsibility for deciding how to supervise employees, ensuring calls are handled efficiently and effectively
Assists in establishing work procedures and processes that support the departmental standards, procedures and strategic directives
Ability to assist customers and violators with special and/or challenging issues by performing detail-oriented account research, supervisor calls, and correspondence by mail/fax/e-mail in a professional and exceptional manner
Ensure all CSRs understand and comply with all objectives, performance standards and policies
Monitor and evaluate CSR performance providing feedback and coaching
Prepare reports and analyze data to assist management with call center goals
Perform other duties as assigned
Ability to assist customers with complaints or special issues, assist with new hire monitoring, and floor supervision.
Assist the customer service manager as required and will assume the managers duties in their absence
Assists in monitoring, tracking and enforces departmental policies, procedures
Responsible for assisting with recruitment and staff scheduling, directing work assignments, annual performance appraisals, incentive program and employee corrective actions.
Maintains harmony among workers and helps to resolves grievances.
Assists with carrying out supervisory responsibilities in accordance with the organization's policies and applicable laws.
Assisting with safety, interviewing, hiring, and training employees; planning, assigning, and directing work; appraising performance; rewarding and disciplining employees; addressing complaints and resolving problems
Lead, train, and mentor a team of customer service representatives, providing guidance and support to ensure the highest levels of customer service.
Measures KPI’s (ASA, AHT, etc.)
Improves quality of results by recommending changes.
Keep track of leads attendance, and make sure work procedures are complied with.
Creates targets and goals for improvement.