SUNPASS WALK-IN CENTER FRONT COUNTER LEAD CSR- 55013891

State of Florida • FL

84d • $54,590 - $55,000

About The Position

The position of SunPass Walk-In Center Front Counter Lead CSR involves supporting the daily Front Counter operations, including general customer service, transponder sales, payment processing, and additional support functions. The role is crucial in delivering high-quality face-to-face customer service, handling escalated inquiries, and assisting the management team with scheduling and daily work assignments. The successful candidate will also review procedures, recommend changes to improve operations, and ensure compliance with standards.

Requirements

• Knowledge of the SunPass Program.
• Knowledge of principles and practices of customer service.
• Knowledge of cash-handling and end-of-day close out procedures.
• Skills in using office equipment including fax machines, copiers, calculators, and computers.
• Ability to manage, lead, train, and develop staff.
• Ability to communicate clearly and effectively.
• Ability to establish and maintain effective communication with supervisors, peers, and subordinates.
• Ability to draft evaluations and coach staff performance.
• Ability to plan, schedule, and evaluate the workforce.
• Ability to create and evaluate changes to improve efficiency.
• Ability to research and organize data for reports and presentations.
• Ability to access, input, and retrieve information from a computer database.
• Ability to interpret and apply rules, regulations, policies, and procedures.
• Ability to understand and follow security procedures for handling sensitive data.

Responsibilities

• Support daily Front Counter operations including customer service, transponder sales, and payment processing.
• Deliver high-quality face-to-face customer service and handle escalated inquiries.
• Assist management with scheduling and daily work assignments.
• Review procedures and recommend changes to improve Front Counter operations.
• Complete front counter opening and closing functions.
• Balance cash and prepare accurate cash deposits at the end of shifts.
• Conduct in-person quality assurance of customer interactions and document staff performance.
• Provide regular feedback to staff and management.
• Direct daily activities of staff and ensure schedule adherence.
• Assist management with achieving designated key performance indicators.
• Provide coaching, mentoring, and training for staff.
• Identify issues or trends and communicate them for resolution.
• Ensure compliance with DOT/SunPass and PCI standards for data archiving.
• Serve in times of emergency to support state response efforts.

Benefits

• Health insurance (over 90% employer paid)
• $25,000 life insurance policy (100% employer paid)
• Dental, vision, and supplemental insurances
• State of Florida retirement package
• 10 paid holidays a year
• Generous vacation and sick leave
• Career advancement opportunities
• Tuition waiver for public college courses
• A variety of training opportunities
• Employee Assistance Program (EAP)

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Number of Employees: 1,001-5,000 employees