Customer Service Representative-Team Lead

Who We Are

At WSP, we are driven by inspiring future-ready pioneers to innovate. We’re looking to grow our teams with people who are ready to collaborate in building communities and expanding our skylines. To do this, we hire candidates of all experiences, skillsets, backgrounds and walks of life. We actively foster a work environment and culture where inclusion and diversity is part of our fundamental structure. This is delivered behaviorally, through our policies, trainings, local partnerships with professional diverse organizations, internal networks and most importantly with the support and sponsorship of our leaders who help drive our commitment to an inclusive, diverse, welcoming and equitable work environment. Anything is within our reach and yours as a WSP employee. Come join us and help shape the future!

  

WSP is seeking a full-time Customer Service Representative - Team Lead in the Louisville, KY area. 

This role will be onsite in the Louisville, KY area and starting pay is $24.00/hr with full benefits. 

At WSP, we are driven by inspiring the right people to be part of our future-focused business objectives. We are looking for motivated Customer Service Representative - Team Leads to support our client’s growing needs – talent is the essence of meeting our client’s needs. We want to continue to build our team with people willing to solve problems, expand solutions, and challenge the status quo. As our industry needs grow, our team has the potential to grow and support our communities and agencies in new ways. Our devotion to teamwork has allowed us to build communities and expand our skylines. Here at WSP, anything is within our reach and yours as a WSP employee. Come join us and help shape the future!

This job description is not intended to be an exhaustive list of all duties, responsibilities or qualifications associated with this job. 

DUTIES AND RESPONSIBLITIES

·Process customer inquiries as inbound phone calls, mail and email to include, but not limited to, payments and Account updates.

·Process customer requests for new and additional transponders.

·Process all returned mail.

·Address customer disputes.

·Handle cases through the Case Management System, including Better Business Bureau (BBB) complaints, state escalations, subpoenas and law enforcement requests.

·Recognize and alert the Customer Service Manager of any unusual customer problems and trends seen in customer calls.

·Address and help resolve front line questions from CSRs and be able to determine if they need to involve the managers.

·Assess, examine and resolve customer issues with other tolling agencies.

·Give feedback on career path development for CSRs. Provide coaching and development.

·Provide refresher training to CSRs as needed.

·Assist with monitoring and requesting supplies needed.

·Ensure proper postage/shipping costs is affixed to outbound envelopes/packages.

·Help ensure proper coverage is always maintained during business hours.

·Investigate and provide information for any court hearings or public requests.

·Handle and maintain large accounts (fleets and rentals).

·Perform various clerical functions to include filing, handling deliveries, etc.

·Ensure transponders are properly stored at the completion of each shift per Standard Operating Procedure.

·Responsible for maintaining training manuals and materials and creating monthly knowledge check quizzes.

·Update internal knowledge database to reflect most recent procedures.

·Meet or exceed performance criteria and comply with company policies and procedures.

·Maintain compliance will all company policies and procedures.

QUALIFICATIONS

·Must be able to pass Skills Assessment Tests to be considered for an interview.

·Six (6) months or more phone experience in a Contact/Call Center required.

·Ability to provide exceptional customer service through strong listening and problem-solving skills.

·Ability to adhere to attendance requirements.

·Ability to achieve and maintain departmental performance standards.

·Bilingual (English/Spanish) helpful, but not required.

·Excellent verbal and written communication skills.

·Knowledge of MS Office and Windows, proficient typing skills.

·Strong interpersonal skills and the ability to communicate with many diverse levels within the organization.

·Exhibit eagerness, flexibility, self-initiative and a positive and professional attitude.

·Experience in meeting and exceeding metrics and goals.

·Ability to work under pressure, multitask and be accountable for the performance of others.

·Strong ability for problem solving, effectively analyzing result