Customer Service Lead (Bilingual English/Spanish

Customer Service Lead (Bilingual English/Spanish

Location Houston, TX

Scheduled Days: Varied Sat/Sun or Sun/Wkday

hours: As early as 6:00a and as late as 8:30p

Reports to Position: CSR Supervisor

Supervises Positions: Customer Service Representatives

General Summary

The Lead Customer Service Representative (CSR) provides leadership and coaching to assigned team by monitoring employee-customer interactions for quality and accuracy. Ensures team workload, deadlines, and customer service objectives are met and customer service representatives are informed of all product and procedural updates. Performs escalated account research, negotiations, and creates payment plan agreements while maintaining an inviting, friendly, and professional manner.

Duties & Responsibilities

• Coaches, develops, and motivates CSRs by monitoring employee-customer interactions for accuracy and quality. Monitors team attendance, identifies attendance patterns, and addresses improvement opportunities. - 35%
  
• Ensures optimal time utilization and team workload, deadlines, and work objectives are achieved.  - 30%
  
• Performs escalated account research, negotiations, and creates payment plan agreements by offering resolutions according to established policies and procedures in an inviting, friendly, and professional manner. - 20%
  
• Collaborates with upper management to complete employee evaluations as defined according to each section. - 10%
  
• Ensures customer service representatives (CSR) are informed of all procedural and product updates. - 5%

Knowledge, Skills and Abilities

• Makes sound decisions based on client policies and procedures with minimal assistance. 

• Strong customer service skills with an emphasis on deescalation and negotiation skills.

• Strong communication (written and verbal) and interpersonal skills.

• Working knowledge of personal computers and related software including Microsoft Office.

• Ability to lead a team.

• Ability to maintain confidentiality.

• Knowledge of the State statute and requirements for toll violation and collection processes.

• Multi-tasking capabilities; ability to think logically, be flexible and goal-oriented.

• Ability to proactively prioritize tasks using effective time management skills.

• Must possess typing skills of 35 wpm.

Work Environment

There are no major sources of discomfort. A normal office environment with acceptable lighting, temperature, and air conditions is provided. This role routinely uses standard office equipment such as computers, phones, photocopiers, filing cabinets and fax machines.

Physical Demands

The position mostly requires sitting in an office environment, occasionally some standing, and light lifting, such as three or four reams of paper or books (up to 20 pounds or an equivalent weight) may be required.

Position Type and Typical Hours of Work

This is a full time position. Days of work and hours may vary based on business needs of the department and shift to include days, evenings, nights, and weekends.

Required Education / Experience

High school diploma or G.E.D. equivalent required from an accredited institution.

Minimum three years of customer service experience.

             CSR IV - Lead CSR

Other Duties

This Job Description is not designed to cover or contain a comprehensive listing of activities, duties, or responsibilities that are required of the employee for this position. Management may, at its discretion, assign, or reassign duties and responsibilities to this job at any time.