Customer Service Team Lead

Job Posting Title

Customer Service Team Lead

Agency

978 OKLAHOMA TURNPIKE AUTHORITY

Supervisory Organization

Customer Svc Administration–Customer Service Administration

Job Posting End Date (Continuous if Blank)

Note: Applications will be accepted until 11:59 PM on the day prior to the posting end date above.

Estimated Appointment End Date (Continuous if Blank)

April 15, 2025

Full/Part-Time

Full time

Job Type

Regular

Compensation

Job Description

Why join the Oklahoma Turnpike Authority?

The Oklahoma Turnpike Authority (OTA) has been serving Oklahomans since 1947, managing and maintaining a modern, safe, and efficient turnpike system across the state. With a commitment to customer service and innovation, OTA plays a vital role in ensuring smooth and reliable travel for millions of motorists each year. As a part of our team, you'll have the opportunity to make a meaningful impact while working in a collaborative and supportive environment. OTA offers competitive pay, excellent benefits, and opportunities for growth, making it an excellent choice to build your career in public service.

Position Overview

The Oklahoma Turnpike Authority (OTA) Customer Service division is seeking dedicated and professional Customer Service Representative Team Lead to join our team. In this role, you will be responsible for a team of individuals, ensuring exceptional customer service in a call center environment, and also assisting customers with their inquiries related to PIKEPASS and Plate Pay services.

We are looking for a candidate with strong communication skills, problem-solving abilities, and a commitment to providing outstanding customer support both internally and externally.

This is a full-time position working Monday – Friday, approximately 7:55am – 4:55pm, working on-site in Oklahoma City headquarters location.

Compensation

• Up to $49,600.00 based experience.

Primary Duties and Responsibilities

• Provide daily support to call representatives, offering guidance and assistance both in-person and virtually.

• Walk the call floor and monitor live calls, providing support on extended or complex calls when necessary.

• Answer customer calls as needed, managing escalations and acting as the first point of contact for customer issues.

• Offer coaching and mentorship to team members, responding to inquiries in person and online.

• Monitor and evaluate calls for quality assurance, ensuring adherence to company standards.

• Track agent performance through contact reports and assist in ensuring team compliance with operational guidelines, including break/lunch schedules.

• Communicate effectively with other Team Leads and Managers to ensure seamless coordination and team performance.

• Assist in monitoring KPIs and identifying trends to foster continuous improvement at both the individual and team level.

• Step in as a backup to managers when needed, ensuring smooth operational flow.

• Research and resolve customer inquiries related to PIKEPASS, Plate Pay, and other related services.

• Assist customers with payment, billing, and account-related questions and concerns.

• Identify and escalate complex or unresolved customer issues to the appropriate department or supervisor. 

• Performing other duties as assigned to ensure smooth and effective customer service operations.

Physical Demands and Work Environment

• This position works in a comfortable office setting with a computer for a large percentage of the workday. 

• The noise level in the work environment is usually mild. 

Minimum Qualifications

• Minimum of one (1) year of experience in clerical office work plus three (3) years of experience in customer service, or an equivalent combination of education and experience.

• Previous supervisory/leadership experience preferred.

Preferred Requirements, Special Skills or Knowledge

• Experience in customer service.

• Intermediate math, spelling, punctuation, and grammar skills.

• Excellent interpersonal and communication skills.

• Ability to communicate clearly and concisely.

• Ability to read and understand written materials, including emails