Customer Service Representative - Team Lead - WSP USA

WSP is seeking a full-time Customer Service Representative - Team Lead in the Louisville, KY area. 

This role will be onsite in the Louisville, KY area and starting pay is around $18.30/hr with full benefits. 

At WSP, we are driven by inspiring the right people to be part of our future-focused business objectives. We are looking for motivated Customer Service Representative - Team Leads to support our client’s growing needs – talent is the essence of meeting our client’s needs. We want to continue to build our team with people willing to solve problems, expand solutions, and challenge the status quo. As our industry needs grow, our team has the potential to grow and support our communities and agencies in new ways. Our devotion to teamwork has allowed us to build communities and expand our skylines. Here at WSP, anything is within our reach and yours as a WSP employee. Come join us and help shape the future!

This job description is not intended to be an exhaustive list of all duties, responsibilities or qualifications associated with this job. 

DUTIES AND RESPONSIBLITIES

·         Process customer inquiries as inbound phone calls, mail and email to include, but not limited to, payments and account

updates.

·         Process customer requests for new and additional transponders.

·         Process all returned mail.

·         Address customer disputes.

·         Handle cases through the Case Management System, including Better Business Bureau (BBB) complaints, state escalations, subpoenas and law enforcement requests.

·         Recognize and alert the Customer Service Manager of any unusual customer problems and trends seen in customer calls.

·         Address and help resolve front line questions from CSRs and be able to determine if they need to involve the managers.

·         Assess, examine and resolve customer issues with other tolling agencies.

·         Give feedback on career path development for CSRs. Provide coaching and development.

·         Provide refresher training to CSRs as needed.

·         Assist with monitoring and requesting supplies needed.

·         Ensure proper postage/shipping costs is affixed to outbound envelopes/packages.

·         Help ensure proper coverage is always maintained during business hours.

·         Investigate and provide information for any court hearings or public requests.

·         Handle and maintain large accounts (fleets and rentals).

·         Perform various clerical functions to include filing, handling deliveries, etc.

·         Ensure transponders are properly stored at the completion of each shift per Standard Operating Procedure.

·         Responsible for maintaining training manuals and materials and creating monthly knowledge check quizzes.

·         Update internal knowledge database to reflect most recent procedures.

·         Meet or exceed performance criteria and comply with company policies and procedures.

·         Maintain compliance will all company policies and procedures.

QUALIFICATIONS

·         Must be able to pass Skills Assessment Tests to be considered for an interview.

·         Six (6) months or more phone experience in a Contact/Call Center required.

·         Ability to provide exceptional customer service through strong listening and problem-solving skills.

·         Ability to adhere to attendance requirements.

·         Ability to achieve and maintain departmental performance standards.

·         Bilingual (English/Spanish) helpful, but not required.

·         Excellent verbal and written communication skills.

·         Knowledge of MS Office and Windows, proficient typing skills.

·         Strong interpersonal skills and the ability to communicate with many diverse levels within the organization.

·         Exhibit eagerness, flexibility, self-initiative and a positive and professional attitude.

·         Experience in meeting and exceeding metrics and goals.

·         Ability to work under pressure, multitask and be accountable for the performance of others.

·         Strong ability for problem solving, effectively analyzing results and lead, motivate, develop and coach associate personnel.

·         Must have a minimum of 9 months experience in previous Lead position for Supervisory role.

·         Professional demeanor, dependable and able to maintain confidential information.

SUPERVISORY RESPONSIBILITIES AS ASSIGNED FOR CONTACT CENTER, WALK-UP CENTER OR ANY ASSIGNED LOCATION 

·         Monitor workflow on a daily basis.

·         Provide concise weekly/monthly performance feedback/coaching for individual staff members.

·         Send out daily/weekly/monthly stats to staff members and monitor monthly Service Level.

·         Monitor and maintain monthly Key Performance Indicators (KPIs).

·         Handle escalated customer issues.

·         Assess, examine and resolve ORB BOS customer issues with other tolling agencies.

·         Monitor attendance of staff members.

·         Monitor Career Path progression of staff members.

·         Assist with Corrective Actions as needed.

·         Oversee customer survey results.

·         Approve requests for Personal Time Off (PTO).

·         Provide refresher training to staff on areas where improvement is needed.

·         Work closely with other management staff to ensure proper coverage at all times for assigned tasks.

·         Oversee end of day financial closeout process and provide change for Walk-Up Centers, assist armored car service with drop safe pickups.

·         Audit transponder inventory weekly.

·         Run inventory reports daily to monitor transponder inventory levels.

·         Assist Manager in creating and maintaining reports supplied to the States.

·         Recognize and alert the Customer Contact Center Manager of any unusual customer problems and trends seen in customer calls.

·         Assist with monitoring and requesting supplies needed for the CCC and/or Walk-Up Centers.

·         Operate postage mail machine and assist with refilling postage meters.

·         Perform quality assurance checks on individual staff member’s work, including phone calls, customer email responses, account fulfillment for walk-ups and other work processes.

PHYSICAL DEMANDS

·         Ability to safely and successfully perform the essential job functions consistent with the ADA, FMLA and other federal,

state and local standards, including meeting qualitative and/or quantitative productivity standards.

·         Vision for reading, recording and interpreting information.

·         Ability to access, input, and retrieve information from the computer.

·         Frequent hand/eye coordination to operate computer keyboard and office equipment.

·         Primary sedentary physical work requiring ability to lift and carry up to 40 pounds.

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