Customer Service Team Lead

Definition and Examples of Work

• Recognize and alert the Customer Service Supervisor of unusual customer issues and trends in customer calls.
• Address and resolve front line questions from CSRs and be able to determine the necessity of involving the Customer Service Supervisor. Accurately relay information back to CSRs, through multiple modes of communication.
• Review, analyze and resolve KTA customer issues with other tolling agencies.
• Provide employee development where needed to ensure all staff is meeting the minimum performance requirements. Deliver corrective action and/or disciplinary measures when needed to CSRs. Monitor and provide constant feedback on career path development for CSRs. Provide employee development, through constructive feedback, coaching, training/developing, and applying mentorship techniques.
• Perform quality checks on daily work for CSRs and provide immediate coaching, refresher training, and feedback.
• Review productivity metrics to identify anomalies and trends, and proactively address relevant issues. Monitor phone activity in the system to ensure proper handling and adherence to policies and procedures.
• Ensure and work closely with other management staff to assure proper coverage for assigned tasks at all times. Stay available for questions or escalations from customers and CSR's.
• Provide all types of KTAG customer service functions through the use of phone, e-mail, and mail requests to resolve questions, issues, complaints, payments, payment plans, account activation, IOP inquiries, billing errors, and KTAG invalidation and activation procedures, etc.
• Resolve the twice-daily tag invalidation list, reinstating invalid KTAGs and notifying the AR Specialist of collection payments.
• Assist in updating Customer Service Manual.
• Train employees as needed.
• Maintain a clean, inviting space to address any walk-in customers.
• Monitor and request supplies needed for the Retail/Fulfillment Centers.
• Operate postage mail machine and scales.
• Investigate and provide information for administrative hearings and review evidence relevant to tolls incurred.
• Follow KTA business rules, policies, and procedures.
• Perform additional duties as assigned as business needs require.

Latitude and Impact of Position

This position works independently and as part of a team, including providing input and problem solving with others to complete tasks. The position delegates to others, provides coaching and training, and is responsible for providing performance feedback. Negotiation and persuasion are used with internal/external customers and/or vendors. Decision making is typically done in accordance with established guidelines and done in conjunction with the supervisor for more complex matters. Successful completion of job tasks impacts customer satisfaction and external company image.

Work Environment

The work environment described here is representative of the general work environment for the position. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

• Limited access office environment in which multiple employees work in an open workspace setting.
• Must be able to focus on current customer with background noise and others talking in close proximity.
• Office temperatures are standard, and individuals may need to adjust for cold or heat per personal preference.
• Must work without access to personal communications equipment such as cell phone, camera, tablet or other.

QUALIFICATION

Required Knowledge, Skills, and Abilities

• Good listening skills with the ability to process information quickly to make recommendations or propose solutions to a customer's needs or problems.
• Ability to effectively analyze results and lead, motivate, develop, and coach CSRs.
• Ability to develop and implement team strategies.
• Ability to work under pressure, meet deadlines and be accountable for the performance of others.
• Ability to consistently apply good judgment when answering employee and customer questions and complaints.
• Confidence in decision-making/problem-solving abilities.
• Ability to empathize with a customer's experience while providing clear resolution.
• Strong attention to detail.
• Clear written and verbal communication.
• Ability to follow standard policies and procedures in in daily duties.
• Knowledge of Microsoft Window operating systems and associated computer programs and processes.
• Understanding of appropriate workflow for issues and conflict resolution.
• Professional and collaborative attitude.
• Must have appropriate voice quality (tone, volume).
• Ability to type 30 words per minute and use 10-key to the touch using computerized office equipment.
• Ability to retain information while performing transactions without writing them down, e.g., credit card numbers.
• Must maintain privacy and the security of customer information and the KTA according to provided guidelines.

Preferred Knowledge, Skills, and Abilities

• Knowledge of video software.
• Bilingual (Spanish)
• 2 years' experience as contact center lead

Required Education and Experience

• Must have at least 2 years of experience as a CSR

Certification, License, Registration

• Valid driver license.

Physical Requirements

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

• Ability to sit (or stand) for long periods of time (continuous)
• Occasional bending, twisting, or turning within work area.
• Must be able to see up close to be able to visualize computer screen (continuous)
• Must be able to hear the customer, including assessing their tone/demeanor (continuous)

Other Requirements

• Ability to meet or exceed Department/Team performance requirements.
• Deliver employee development documentation and training within required timeframe.
• Adhere to all Team Lead procedures.
• Due to the demands of this position, outstanding attendance is required.
• May work occasional overtime to accommodate call volumes or workload.
• Must pass background and credit check.
• Work schedules may be adjusted to meet customer service and call demands, including extended hours or Saturday work.
• Infrequent day or overnight travel to other locations along the turnpike.