We are looking for a motivated and skilled Customer Service Lead who is Bilingual (Spanish) to join our team and help drive customer service excellence.

Job Summary:

The Customer Service Representative Lead plays a key role in coaching and guiding a team of Customer Service Representatives (CSRs) to ensure high-quality service delivery. This role involves monitoring interactions for accuracy and professionalism, ensuring workloads and deadlines are met, and assisting with escalated account research, negotiations, and payment plan agreements. This position is essential in maintaining a customer-focused, professional, and collaborative work environment.

Key Responsibilities:

Team Leadership:

• Coach, mentor, and motivate CSRs to meet performance and quality standards.
• Monitor team attendance and provide feedback for improvement as needed.
• Ensure team objectives, deadlines, and workloads are met efficiently.

Customer Support:

• Handle escalated customer account issues, including research, negotiations, and payment plan agreements.
• Provide customer-focused solutions while adhering to company policies and guidelines.
• Maintain a friendly, professional, and efficient approach to all customer interactions.

Collaboration & Communication:

• Keep the team updated on procedural and product changes.
• Work with management to evaluate employee performance and recommend process improvements.
• Support cross-functional teams to enhance overall service efficiency.

Administrative Oversight:

• Ensure adherence to department goals, policies, and performance standards.
• Optimize time management to maximize efficiency within the team.

Required Qualifications:

Education:

• High school diploma or GED from an accredited institution.

Experience:

• Minimum of three (3) years of customer service experience.
• Strong skills in de-escalation, negotiation, and interpersonal communication.

Technical Skills:

• Proficiency in Microsoft Office and other related software.
• Ability to type at least 35 WPM.

Other Skills:

• Preferred: Knowledge of state statutes and requirements for toll violations and collection processes.
• Strong multi-tasking and task prioritization skills.
• Ability to maintain confidentiality and work in a fast-paced environment.