Customer Service Lead (Bilingual English/Spanish

Lead and coach a team of Customer Service Representatives to ensure quality interactions, meeting workload and deadlines, and communicating product and procedural updates. Responsibilities include coaching CSRs, monitoring interactions for accuracy and quality, managing team attendance, conducting escalated account research and negotiations, creating payment plan agreements, collaborating with upper management on employee evaluations, and ensuring CSRs are informed of procedural and product updates. Key skills include strong customer service, de-escalation and negotiation, effective written and verbal communication, MS Office proficiency, confidentiality, knowledge of toll violation and collection processes, multitasking, and time-management with a 35 wpm typing speed.