Lead Customer Service Rep Store Front Austin Texas

Position Overview

The Lead Customer Service Representative (CSR) provides leadership and coaching to an assigned team by monitoring employee–customer interactions for quality and accuracy. This role ensures that team workload, deadlines, and customer service objectives are met while keeping CSRs informed of all product and procedural updates. In addition, the Lead CSR performs escalated account research, negotiations, and creates payment plan agreements—all while maintaining an inviting, friendly, and professional manner.

Key Responsibilities

• Coaches, develops, and motivates CSRs by monitoring employee–customer interactions for accuracy and quality.
• Monitors team attendance, identifies patterns, and addresses improvement opportunities.
• Ensures optimal time utilization, workload balance, and timely achievement of work objectives.
• Performs escalated account research, handles negotiations, and creates payment plan agreements in accordance with established policies.
• Collaborates with upper management to complete employee evaluations and keeps CSRs updated on procedural and product changes.

Required Qualifications

• High school diploma or G.E.D. equivalent from an accredited institution.
• Minimum three years of customer service experience.
• Ability to lead and motivate a team effectively.
• Strong customer service, de-escalation, and negotiation skills.
• Excellent written and verbal communication and interpersonal skills.
• Working knowledge of personal computers and Microsoft Office.
• Ability to maintain confidentiality and make sound decisions based on organizational policies.
• Familiarity with state statutes and requirements for toll violation and collection processes.
• Strong multitasking capabilities with effective time management and logical thinking.
• Typing speed of at least 35 wpm.

Important Information

• Position Type: Full time
• Work Hours: Days, evenings, nights, and weekends (varies based on business needs)
• Employment is contingent on passing a drug screen and meeting other standards.
• Equal Opportunity Employer: Harris County is committed to providing equal employment opportunities regardless of race, color, religion, sex, national origin, age, pregnancy, disability, or any other protected class.
• If special services or accommodations are needed, please call (713) 274-5445 or email ADACoordinator@bmd.hctx.net.