Job Description

This position will be working from our Toll Operations Center in Otay Mesa. Schedule requires covering the closing shift which ends at 6 p.m.  The need for occasional work during the weekend or after hours may be required.

The Customer Service Lead supports the Customer Service Supervisor and Customer Service Manager by coordinating daily activities for the Customer Service Center (CSC) and providing technical guidance to Customer Service Representatives (CSRs).

Job Responsibilities

•             Provide technical guidance to Customer Service Representatives (CSRs); conduct employee training; explain and clarify Customer Service Center policies and procedures.

•             Coordinate daily activities for team members; assist with developing work schedules for team members; participate in hiring and selection of new CSRs.

•             Provide prompt, courteous, and helpful assistance to customers; maintain a superior level of customer service at all times; exercise discretion, tact, and diplomacy when handling sensitive, controversial, or difficult situations.

•             Contact and provide information to customers about toll amounts due; educate customers about payment options; educate and inform customers about promotional offers; actively market FasTrak transponder accounts.

•             Resolve complex customer service situations; assess and respond to escalated and/or complex inquiries from customers related to the payment of tolls, pre-paid FasTrak accounts, and questions about the toll road and the express lanes.

•             Identify and recommend changes to procedures and operating practices to improve workflow and business processes.

Experience and Qualifications

The minimum education, training, and experience qualifications include a high school diploma, or equivalent, and Customer Service training or college level coursework in business or a related field and five years of progressive career development that include the types of career experience listed below.

•             Excellent customer service skills; experience diffusing and resolving difficult or hostile situations; effective problem-solving; ability to maintain composure and a professional attitude when managing escalated situations.

•             Ability to lead, train, and provide guidance to customer service professionals on policies and procedures.

•             Ability to evaluate work processes and procedures and make recommendations for business process improvements.

•             Experience maintaining records in an electronic database; experience researching information and providing accurate responses to customer questions; ability to explain information clearly and concisely.

•             Experience with or knowledge of processing account payments, including credit card and cash transactions; ability to perform mathematical calculations.

•             Experience performing data entry tasks with a high degree of speed and accuracy.

•             Demonstrated knowledge of telephone etiquette; excellent verbal and written communication skills including appropriate use of the English language; ability to write emails and draft routine correspondence.

•             Demonstrated computer software proficiency using the Microsoft Office Suite, conducting Internet research, and call center/CRM software applications.

•             Proficiency with verbal and written Spanish language skills is desirable.

•             The selected candidate must pass a criminal background check; periodic background checks will be a condition of ongoing employment.