Lead Customer Service Rep Store Front Austin Texas na Harris County Toll Road Authority

About the Department

The Lead Customer Service Representative (CSR) provides leadership and coaching to assigned team by monitoring employee-customer interactions for quality and accuracy. Ensures team workload, deadlines, and customer service objectives are met and customer service representatives are informed of all product and procedural updates. Performs escalated account research, negotiations, and creates payment plan agreements while maintaining an inviting, friendly, and professional manner.

Duties and Responsibilities:

• Coaches, develops, and motivates CSRs by monitoring employee-customer interactions for accuracy and quality. Monitors team attendance, identifies attendance patterns, and addresses improvement opportunities.
• Ensures optimal time utilization and team workload, deadlines, and work objectives are achieved.
• Performs escalated account research, negotiations, and creates payment plan agreements by offering resolutions according to established policies and procedures in an inviting, friendly, and professional manner.
• Collaborates with upper management to complete employee evaluations as defined according to each section.
• Ensures customer service representatives (CSR) are informed of all procedural and product updates.

Other Duties:
This Job Description is not designed to cover or contain a comprehensive listing of activities, duties, or responsibilities that are required of the employee for this position. Management may, at its discretion, assign, or reassign duties and responsibilities to this job at any time.

Position Duties

Education and Experience:

• High school diploma or G.E.D. equivalent required from an accredited institution.
• Minimum three years of customer service experience.

Knowledge, Skills, and Abilities:

• Makes sound decisions based on HCTRA policies and procedures with minimal assistance. 
• Strong customer service skills with an emphasis on de-escalation and negotiation skills.
• Strong communication (written and verbal) and interpersonal skills.
• Working knowledge of personal computers and related software including Microsoft Office.
• Ability to lead a team.
• Ability to maintain confidentiality.
• Knowledge of the State statute and requirements for toll violation and collection processes.
• Multi-tasking capabilities; ability to think logically, be flexible and goal-oriented.
• Ability to proactively prioritize tasks using effective time management skills.
• Must possess typing skills of 35 wpm.

Physical Demands:
The position mostly requires sitting in an office environment, occasionally some standing, and light lifting, such as three or four reams of paper or books (up to 20 pounds or an equivalent weight) may be required.

NOTE: Qualifying education, experience, knowledge, and skills must be documented on your job application. You must also attach a resume to the application as supporting document but ONLY information stated on the application will be used for consideration. "See Resume" will not be accepted for qualifications. 

Minimum Qualifications

Position Type and Typical Hours Work:

• This is a full time position. 
• Days of work and hours may vary based on business needs of the department and shift to include days, evenings, nights, and weekends.

Work Environment:
There are no major sources of discomfort. A normal office environment with acceptable lighting, temperature, and air conditions is provided. This role routinely uses standard office equipment such as computers, phones, photocopiers, filing cabinets and fax machines.

Reporting Relations:
Reports to Position: CSR Supervisor
Supervises Positions: Customer Service Representatives

Other Qualifications

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