Customer Service Lead Representative Customer Service Lead Representative

  • Department: Operations
  • Reports to: Inbound Manager
  • FLSA Status: Hourly

Summary:

This position handles escalation concerns and determines resolution. Routinely meets with customer service representatives, trains and coaches.

Essential Duties and Responsibilities:

  • Provide exceptional quality of service and assists customers
  • Adhere to daily work schedule
  • Monitor calls and provide monthly CSR performance feedback
  • Answer all incoming calls and enters trip requests, as well as direct calls for administration
  • Handle escalated customer service concerns
  • Coach and reinforce orientation of customer service representatives
  • Track information and conduct analysis of reports on performance
  • Conduct research and analyze reports to develop a conclusion
  • Check rates for potential passengers and provide general information on services
  • Handle all callbacks
  • Research customer concerns and provide information to the dispatcher
  • Stay current on all service policies, procedures and orientation updates, providing support to CSR team

Knowledge, Skills and Experience Required for the Position:

  • Intermediate computer skills
  • Type 25 words per minute
  • Available to work all schedules
  • Strong listening and verbal skills
  • Good problem-solving, attention to detail and time management skills
  • Demonstrates teamwork and problem-solving skills

Education/Experience:

  • High School Diploma or equivalent
  • At least three years in a customer service position
  • Experience leading others desirable

Language Skills:

  • English
  • Bilingual in Spanish preferred

Fax your resume to: 602.200.5519