Retail Store Team Lead

Job Posting Title

Retail Store Team Lead

Agency

978 OKLAHOMA TURNPIKE AUTHORITY

Supervisory Organization

Customer Svc Tulsa Store Svcs

Job Posting End Date (Continuous if Blank)

June 30, 2025

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)

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 a dedicated and professional Retail Store Team Lead to join our team. In this role, you will be responsible for a team of individuals, ensuring exceptional customer service at our retail store, 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 with rotating weekends, approximately 7:55am – 4:55pm, working on-site in the Tulsa office location.

 

Compensation

·         Hourly pay is $23.84/hour ($49,600.00 annualized)

Primary Duties and Responsibilities

• Provide day-to-day support to OTA representatives by offering guidance, troubleshooting assistance, and real-time coaching both in person and virtually.

• Oversee in-store operations and customer interactions, stepping in to support team members with complex or extended interactions as needed.

• Handle incoming customers when necessary, managing escalations and serving as the first line of resolution for customer concerns.

• Mentor and coach team members, fostering a supportive environment that encourages professional growth and development.

• Monitor customer interaction quality to ensure compliance with company standards and deliver a consistent customer experience.

• Track and review agent performance using contact reports and support adherence to operational protocols, including scheduling and break compliance.

• Collaborate with fellow Team Leads and management to align goals, share updates, and ensure cohesive team performance.

• Assist in analyzing key performance indicators (KPIs), identifying trends, and recommending improvements to enhance both team and individual outcomes.

• Act as a backup to the Senior Store Manager when needed, ensuring smooth operations and addressing issues related to IT, vendors, facilities, or customer service continuity.

• Investigate and resolve customer inquiries related to PIKEPASS, PlatePay, and other OTA services with accuracy and professionalism.

• Support customers with billing, payment processing, account updates, and general service questions.

• Identify and escalate unresolved or complex customer concerns to the appropriate department or supervisor for further handling.

• Complete various administrative duties to maintain operational flow, including reviewing deposits, reconciling paperwork, and managing store documentation.

• Ensure proper management and balancing of the store’s monies in accordance with company procedures.

• Perform additional tasks and responsibilities as assigned to support overall service excellence and store performance.

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.