Customer Service Team Lead

Shift: M-F, 9:30AM - 6:30PM

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 K-TAG 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 K-TAG invalidation and activation procedures, etc.
• Resolve the twice-daily tag invalidation list, reinstating invalid K-TAGs and notifying the Credit Manager 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.

• 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.