Customer Service Lead (Walk-in Center Lead)

Overview

Date Posted:
1/13/2021
Requisition Number:
11919
City:
Portsmouth
State:
VA
Category:
Administrative and Support
Pay Rate:
15.00

Description

 

PURPOSE OF POSITION

This position is responsible for providing EZ Pass Toll Administration services while co-located at the Elizabeth Rivers Center in Portsmouth, VA.   This Customer Service Lead is responsible for handling all job duties assigned by the Supervisor.

PRINCIPLE DUTIES AND RESPONSIBILITIES

  • Delegate task to CSR’s, such as, scanning, communications, the drop box and cleaning tags.
  • Investigate patron accounts to provide complete and accurate information.
  • Verify nightly deposits in CSC and Forte.  Have a complete understanding of how to investigate issues when deposit does not balance.
  • Update Daily Reconciliation Spreadsheet to be sent to Finance daily.
  • Monthly inventory of tags and VDOT Equipment.  Complete understanding of the inventory process.
  • Display leadership qualities and set a good example for CSRs.
  • Handle patrons’ complaints and escalations.
  • Ensure KPI’s are met for the Walk-In Center.
  • Complete knowledge of all responsibilities of a Walk-in CSR.
  • Issue accurate QAs for CSRs.
  • Fully support Supervisor. 

Minimum Requirements

 

REQUIRED KNOWLEDGE, SKILLS AND ABILITIES

  • High school diploma or equivalent
  • Six months prior inventory & data entry experience or related experience preferred
  • Skilled in MS Office, spreadsheet and processing programs
  • Data Entry skills (35 wpm)
  • Dependable, accurate and detail oriented