Bilingual Customer Service Team Lead (On-Site)

Viaplus Job Posting Viaplus is a global mobility company in the Intelligent Transportation Systems (ITS) market, specializing in revenue and services management solutions for the transportation industry. As a VINCI Highways subsidiary, we are committed to technical innovation and to promoting a positive mobility experience for all.Major Duties And Responsibilities Include the following. Other duties may be assigned. The order of the duties listed does not represent the importance and/or percent of time dedicated to each duty.Provides daily direction and communication to employees so that customer service calls are answered in a timely, efficient and knowledgeable mannerAssists customers in resolving complaints concerning billing or service renderedUses judgement to minimize complaints referred to designated managers or departments for investigationAdministers new hire and continuing training programsAssist customers with special problems referred from Customer Service Representatives (CSR), assist with daily close-outs procedures, training, floor supervisionAssists with recruitment and staff schedulingMust handle confidential information and assignment of special projects as neededTalks 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 informationAbility to deal with customers in a courteous, polite and professional manner at all timesEnter information for new accounts or account changes into computer system, frequently required while on the telephone with the customerAssists 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 drawerShares continual responsibility for deciding how to supervise employees, ensuring calls are handled efficiently and effectivelyAssists in establishing work procedures and processes that support the departmental standards, procedures and strategic directivesAbility 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 mannerEnsure all CSRs understand and comply with all objectives, performance standards and policiesMonitor and evaluate CSR performance providing feedback and coachingPrepare reports and analyze data to assist management with call center goalsPerform other duties as assignedQualifications To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.Ability to work well with other employees as a teamAbility to deal with difficult or demanding customers on a routine basisExcellent phone etiquetteExcellent written and verbal communication skillsExcellent attendance and punctualityEnjoy providing prompt and timely service to our clientsBe extremely detail-orientated, efficient and possess superior written and verbal communicationMust possess strong interpersonal skillsHave compassion and empathy for customer situationsHave excellent customer service skills with the ability to build and maintain customer relationshipsBe energetic, self-motivated and quick-thinkingAbility to work in team environment or independently while being flexible and open to learning new experiences in a fast-paced changing environmentAbility to read and comprehend normal instructions, correspondence and memosMust be able to organize and write correspondence and memos in a logical/methodical mannerAbility to effectively present information in one-on-one situations to customers, clients and other employees of the organizationAbility to apply common sense understanding to carry out detailed written or oral instructionsAbility to deal with problems involving a few concrete variables in standardized situationsExcellent computer skills required, strong data entry skills, 10-key by touch and various Microsoft Office programsEducation And/Or Experience High school diploma or general education degree (GED)Two years of related experience as a Customer Service lead or supervisorBilingual SpanishSupervisory Responsibilities N/AWork Environment The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform essential functions. While performing the duties of this job, the employee is regularly required to use hands and reach with hands and arms, hear, and talk. The employee will be working and navigating on a computer. The employee occasionally is required to stand, sit, stoop, kneel, crouch, and walk. The employee may occasionally be required to lift and/or move up to 20 pounds. The work environment is usually moderate to loud.