Call Center Team Lead - Plano

Position Overview

The primary purpose of this position is to provide leadership and support to customer service specialists and to assist with customer escalations. This includes providing service to customers and extended business partners, and assisting customer service specialists with overrides, escalations, research, and general information. Other duties include reconciling payment issues, receiving and analyzing transactions, researching citations, interacting with courts and vendors, monitoring attendance and schedules, and providing assistance to CSC Supervisors and other leadership as needed. Additional projects may occur, as assigned.

Key Responsibilities

• Researches and resolves issues by responding to escalated inquiries, gathering information, providing details to service representatives, following up on calls for service, interacting with customers via phone, email, webchat, and in person, and collaborating with outside agencies and managers.
• Provides general clerical support by assisting patrons or customers; offering general or specific information; processing service requests; compiling information; maintaining office records; handling mail; and assisting with cash handling.
• Processes requests by updating accounts, handling requests for new service or toll tags, supporting online access, reporting computer issues, posting transactions, monitoring corporate accounts, researching violations, and resolving email/chat inquiries.
• Processes payments by verifying information for accuracy, reviewing images, processing overnight payments, and researching and resolving credit card disputes.

Required Qualifications

• High School diploma or equivalent required
• 3-5 years' experience in a call center leadership role
• Fluency in English, Spanish preferred
• Must be able to type 30 WPM

Preferred Qualifications

• Bilingual fluency in Spanish/English

Benefits & Perks

• Retention Bonus: $1000
• Pay Range: $18.50/hr. - $21.50/hr.