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Customer Service Representative Lead
Viaplus
Lead CS rep managing call center, training, and issue resolution for transportation solutions.
7d ago
Expert & Leadership (13+ years), Experienced (8-12 years)
Full Time
Austin, TX
Onsite
Company Size
500 Employees
Service Specialisms
Construction services
Project Management
Consulting
Engineering
Architecture
Property Development
Design
Technical Services
Sector Specialisms
Electronic Toll Collection
Traffic Enforcement
Parking Management
Fare Collection
Smart Cities
Big Data Analytics
Customer Service Operations
Image Review Services
Role
What you would be doing
account entry
report analysis
training admin
performance coaching
customer support
recruitment scheduling
- Assists 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 drawer
- Enter information for new accounts or account changes into computer system, frequently required while on the telephone with the customer
- Assist customers with special problems referred from Customer Service Representatives (CSR), assist with daily close-outs procedures, training, floor supervision
- Prepare reports and analyze data to assist management with call center goals
- Must handle confidential information and assignment of special projects as needed
- Provides daily directions and communication to employees so that customer service calls are answered in a timely, efficient and knowledgeable manner
- Administers new hire and continuing training programs
- Ensure all CSRs understand and comply with all objectives, performance standards and policies
- Monitor and evaluate CSR performance providing feedback and coaching
- Uses judgement to minimize complaints referred to designated managers or departments for investigation
- Shares continual responsibility for deciding how to supervise employees, ensuring calls are handled efficiently and effectively
- Assists with recruitment and staff scheduling
- Assists customers in resolving complaints concerning billing or service rendered
- Talks 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 information
- Assists in establishing work procedures and processes that support the departmental standards, procedures and strategic directives
What you bring
2 years
customer service
microsoft office
data entry
high school
bilingual spanish
- Ability to deal with difficult or demanding customers on a routine basis
- Be extremely detail-orientated, efficient and possess superior written and verbal communication
- Enjoy providing prompt and timely service to our clients
- Two years of related experience as a Customer Service lead or supervisor
- Ability 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 manner
- Ability to work well with other employees as a team
- Ability to work in a team environment or independently while being flexible and open to learning new experiences in a fast-paced changing environment
- Be energetic, self-motivated and quick-thinking
- Must be able to organize and write correspondence and memos in a logical/methodical manner
- High school diploma or general education degree (GED)
- Excellent computer skills required, strong data entry skills, 10-key by touch and various Microsoft Office programs
- Have excellent customer service skills with the ability to build and maintain customer relationships
- Ability to apply common sense understanding to carry out detailed written or oral instructions
- Excellent written and verbal communication skills
- Excellent phone etiquette
- Ability to deal with customers in a courteous, polite and professional manner at all times
- Ability to deal with problems involving a few concrete variables in standardized situations
- Bilingual Spanish is preferred
- Excellent attendance and punctuality
- Have compassion and empathy for customer situations
- Ability to read and comprehend normal instructions, correspondence and memos
- Ability to effectively present information in one-on-one situations to customers, clients and other employees of the organization
- Must possess strong interpersonal skills
Information not given or found
Training + DevelopmentInformation not given or found
Interview process
Information not given or found
Visa SponsorshipInformation not given or found
Security clearanceInformation not given or found
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Company
Overview
- is a leading player in the infrastructure and technology services industry, known for its innovative approach to solving complex challenges.
- has been at the forefront of delivering large-scale infrastructure projects that span a variety of sectors including energy, utilities, and water resources.
- specializes in creating sustainable, efficient, and scalable solutions tailored to its clients' needs.
- has a commitment to leveraging cutting-edge technology and engineering expertise, making it a trusted partner for both public and private sector clients.
- is recognized for its dynamic and agile approach to delivering projects on time and within budget, ensuring high-quality standards and client satisfaction.
- has grown steadily, earning a strong reputation for its ability to integrate technological innovation with infrastructure expertise, ensuring future-ready solutions.
- has become synonymous with excellence in large-scale infrastructure development, from complex transportation systems to sustainable energy projects.
- Technical innovation and promoting a positive mobility experience for all
- Commitment to safety as a shared responsibility
- Providing drivers with a positive experience by offering technical innovations
30% CO₂ Emissions Reduction
Carbon Footprint Improvement
Achieved a significant reduction in Scope 1 & 2 greenhouse gas emissions compared to 2019 levels by 2023.
- Aligned sustainability efforts with eight UN Sustainable Development Goals
- Integrated sustainability into core business strategy with Board oversight
- Work with peers to standardize measurement of climate impact in productions and streaming
- TCFD-aligned disclosures on climate-related financial risks
41% Women
Gender Balance in Workforce
Highlighting the current gender distribution within the workforce.
45+ Nationalities
Workforce Diversity
Reflecting the global representation across teams.
- Advancing diversity, inclusion & well-being as a primary sustainability focus area
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