Customer Service Lead
6 days ago
District Heights
Job Description SUMMARY Customer Service Lead agent supports agents in managing customer calls using multi-line telephone systems. They use computerized scheduling systems to investigate, resolve, document, and promptly respond to complex customer complaints and questions. The customer service team partners with dispatch to identify problems with service and communicate changes to customers. They also provide critical administrative support to multiple departments. The Custom Service Lead in responsible for directly managing all aspects of the Call Center by providing training, handling scheduling, and partnering with operations to implement policies and procedures. DUTIES & RESPONSIBILITIES • Handle the weekly scheduling of customer service agents, • Provide training to new hires, • Communication expectations and changes to the customer service team, • Provide coaching and counseling when necessary, • Assist management with talent acquisition, • Handle customer inquiries and complaints, • Provide service and transfer information to help customers plan trips, • Identify schedule conflicts impacting on-time performance, • Maintain an accurate call log, • Clearly and accurately document issues, • High school diploma or equivalent, • 1+ year(s) of call center experience, • 1+ year(s) of data entry experience, • 1+ year(s) of team leadership expereince preferred, • Proficient in Microsoft Office, including Word, Excel, and Outlook, • Ability to read, understand, interpret, and explain transit system operation rules, regulations, policies, phases and routes, • Basic math, writing, and computer skills, • Problem Solving--Identifies and resolves problems in a timely manner; Gathers and analyzes information skillfully; Develops alternative solutions; Works well in group problem solving situations; Uses reason even when dealing with emotional topics., • Customer Service--Manages difficult or emotional customer situations; Responds promptly to customer needs; Solicits customer feedback to improve service; Responds to requests for service and assistance; Meets commitments., • Interpersonal Skills--Focuses on solving conflict, not blaming; Maintains confidentiality; Listens to others without interrupting; Keeps emotions under control; Remains open to others' ideas and tries new things., • Oral Communication--Speaks clearly and persuasively in positive or negative situations; Listens and gets clarification; Responds well to questions., • Written Communication--Writes clearly and informatively; Edits work for spelling and grammar; Presents numerical data effectively; Able to read and interpret written information., • Teamwork--Balances team and individual responsibilities; Exhibits objectivity and openness to others' views; Gives and welcomes feedback; Contributes to building a positive team spirit; Puts success of team above own interests; Able to build morale and group commitments to goals and objectives; Supports everyone's efforts to succeed., • Visionary Leadership--Displays passion and optimism; Inspires respect and trust; Mobilizes others to fulfill the vision; Provides vision and inspiration to peers and subordinates., • Change Management—Communicates changes effectively; Builds commitment and overcomes resistance; Prepares and supports those affected by change; Monitors transition and evaluates results., • Leadership--Exhibits confidence in self and others; Inspires and motivates others to perform well; Effectively influences actions and opinions of others; Accepts feedback from others; Gives appropriate recognition to others., • Quality Management--Looks for ways to improve and promote quality; Demonstrates accuracy and thoroughness., • Diversity--Demonstrates knowledge of EEO policy; Shows respect and sensitivity for cultural differences; Promotes a harassment-free environment., • Ethics--Treats people with respect; Keeps commitments; Inspires the trust of others; Works with integrity and ethically; Upholds organizational values., • Organizational Support--Follows policies and procedures; Completes administrative tasks correctly and on time; Supports organization's goals and values., • Judgment--Displays willingness to make decisions; Exhibits sound and accurate judgment; Supports and explains reasoning for decisions; Includes appropriate people in decision-making process; Makes timely decisions., • Professionalism--Approaches others in a tactful manner; Reacts well under pressure; Treats others with respect and consideration regardless of their status or position; Accepts responsibility for own actions; Follows through on commitments., • Quality--Demonstrates accuracy and thoroughness; Looks for ways to improve and promote quality; Applies feedback to improve performance; Monitors own work to ensure quality., • Quantity--Meets productivity standards; Completes work in timely manner; Strives to increase productivity; Works efficiently., • Adaptability--Adapts to changes in the work environment; Manages competing demands; Changes approach or method to best fit the situation; Able to deal with frequent change, delays, or unexpected events., • Attendance/Punctuality--Is consistently at work and on time; Ensures work responsibilities are covered when absent; Arrives at meetings and appointments on time., • Continually required to sit, • Continually required to utilize hand and finger dexterity and/or use of a keyboard, • Continually required to talk and listen, • Continually required to utilize computer screen, • Occasionally required to lift/push/carry items less than 25 pounds
