Customer Service Team Lead

$46,051 - $53,893/Yr

Kansas Turnpike Authority - Topeka, KS

Full-time - Mid Level

Topeka, KS

Executive, Legislative, and Other General Government Support

About the position

The Customer Service Team Lead at the Kansas Turnpike Authority is responsible for overseeing the customer service representatives (CSRs) and ensuring high-quality service delivery. This role involves addressing customer inquiries, providing coaching and development to team members, and monitoring performance metrics to enhance customer satisfaction. The Team Lead will also handle escalated issues, maintain operational standards, and contribute to a positive work environment.

Responsibilities

• Recognize and alert the Customer Service Supervisor of unusual customer issues and trends in customer calls.
• Address and resolve front line questions from CSRs and determine the necessity of involving the Customer Service Supervisor.
• Accurately relay information back to CSRs through multiple modes of communication.
• Review, analyze, and resolve KTA customer issues with other tolling agencies.
• Provide employee development to ensure all staff meet minimum performance requirements.
• Deliver corrective action and/or disciplinary measures when needed to CSRs.
• Monitor and provide constant feedback on career path development for CSRs.
• Perform quality checks on daily work for CSRs and provide immediate coaching and feedback.
• Review productivity metrics to identify anomalies and trends, proactively addressing relevant issues.
• Monitor phone activity to ensure proper handling and adherence to policies and procedures.
• Work closely with management staff to assure proper coverage for assigned tasks.
• Stay available for questions or escalations from customers and CSRs.
• Provide K-TAG customer service functions through phone, e-mail, and mail requests.
• Resolve the twice-daily tag invalidation list and notify the Credit Manager of collection payments.
• Assist in updating the Customer Service Manual and train employees as needed.
• Maintain a clean, inviting space for walk-in customers.
• Monitor and request supplies needed for the Retail/Fulfillment Centers.
• Operate postage mail machine and scales.
• Investigate and provide information for administrative hearings regarding tolls incurred.

Requirements

• Bilingual in Spanish.
• 2 years of experience as a Customer Service Representative (CSR).
• Valid driver's license.
• Good listening skills and ability to process information quickly.
• Ability to analyze results and lead, motivate, develop, and coach CSRs.
• Ability to work under pressure and meet deadlines.
• Strong attention to detail and clear communication skills.
• Knowledge of Microsoft Windows operating systems and associated computer programs.

Nice-to-haves

• Knowledge of video software.
• 2 years' experience as a contact center lead.

Benefits

• Full-time position with competitive hourly wage.
• Opportunities for employee development and training.