Customer Service Team Lead
On-siteWichita, Kansas, United States
Job Summary
Lead customer service operations by resolving front-line questions, handling K-TAG billing errors, and managing account activations. Conduct quality checks on daily CSR work, provide immediate coaching, and deliver corrective action when performance requirements are not met. Analyze productivity metrics to identify anomalies, monitor phone activity for policy adherence, and alert the manager of unusual call trends. Manage the twice-daily tag invalidation list, reinstate invalid tags, and notify the Credit Manager of collection payments. Train employees, maintain the Customer Service Manual, and ensure proper coverage for assigned tasks. Investigate administrative hearings for toll disputes and operate postage mail machines. Maintain a clean retail space for walk-in customers and request supplies for fulfillment centers. Work independently and as part of a team, negotiating with internal and external customers while following VES and KTA business rules.
Required Qualifications
- Good listening skills with the ability to process information quickly to make recommendations or propose solutions to a customer's needs or problems
- Ability to effectively analyze results and lead, motivate, develop and coach CSRs
- Ability to develop and implement team strategies
- Ability to work under pressure, meet deadlines and be accountable for the performance of others
- Ability to consistently apply good judgment when answering employee and customer questions and complaints
- Confidence in decision-making/problem-solving abilities
- Ability to empathize with a customer's experience while providing clear resolution
- Strong attention to detail
- Clear written and verbal communication
- Ability to follow standard policies and procedures in in daily duties
- Knowledge of Microsoft Window operating systems and associated computer programs and processes
- Understanding of appropriate workflow for issues and conflict resolution
- Professional and collaborative attitude
- Must have appropriate voice quality (tone, volume)
- Ability to type 30 words per minute and use 10-key to the touch using computerized office equipment
- Ability to retain information while performing transactions without writing them down, e.g., credit card numbers
- Must maintain privacy and the security of customer information and the KTA according to provided guidelines
- Must have at least 2 years of experience as a CSR or previous contact center supervisor experience
- Valid driver license with good driving record
- Ability to sit (or stand) for long periods of time (continuous)
- Occasional bending, twisting or turning within work area
- Must be able to see up close to be able to visualize computer screen (continuous)
- Must be able to hear the customer, including assessing their tone/demeanor (continuous)
- Ability to meet or exceed Department/Team performance requirements
- Deliver employee development documentation and training within required timeframe
- Adhere to all Team Lead procedures
- Outstanding attendance
- Must pass background and credit check
- Extended hours or Saturday work
- Infrequent day or overnight travel to other locations along the turnpike
Desired Qualifications
- Knowledge of video software
- Bilingual (Spanish)
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