Bilingual Customer Service Team Lead (On-Site)

ABOUT US

ViaPlus is a global mobility company in the Intelligent Transportation Systems (ITS) market, specializing in revenue and services management solutions for the transportation industry. Our full-featured, single-account back-office technology facilitates the high-volume transactions, customer operations, and data analytics required for seamless multimodal mobility. As a VINCI Highways subsidiary, we are committed to technical innovation and to promoting a positive mobility experience for all. VINCI Highways, a VINCI Concessions subsidiary, is a leader in road concessions, operation and mobility services. We design, finance, build and operate motorways, bridges, tunnels, urban roads and mobility services on a network of 4,100 km in 15 countries. VINCI Highways leverages its expertise to deliver the highest performance and safety standards and treat drivers to a positive experience. VINCI Concessions is an international player in transport infrastructure. We leverage our integrated model to design, finance, build, operate and maintain some 80 airports, motorways and rail projects in 23 countries, through our subsidiaries VINCI Airports, VINCI Highways and VINCI Railways. We are committed to shared growth with regions and are actively making mobility ever more sustainable, efficient and innovative.

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 manner

•          Assists customers in resolving complaints concerning billing or service rendered

•          Uses judgement to minimize complaints referred to designated managers or departments for investigation

•          Administers new hire and continuing training programs

•          Assist customers with special problems referred from Customer Service Representatives (CSR), assist with daily close-outs procedures, training, floor supervision

•          Assists with recruitment and staff scheduling

•          Must handle confidential information and assignment of special projects as needed

•          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

•          Ability to deal with customers in a courteous, polite and professional manner at all times

•          Enter information for new accounts or account changes into computer system, frequently required while on the telephone with the customer

•          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

•          Shares continual responsibility for deciding how to supervise employees, ensuring calls are handled efficiently and effectively

•          Assists in establishing work procedures and processes that support the departmental standards, procedures and strategic directives

•          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

•          Ensure all CSRs understand and comply with all objectives, performance standards and policies