Customer Service Lead

Customer Service Lead

Position Description

The Lead Customer Service Representative (CSR) provides leadership and coaching to an 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 that 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 (CSRs) are informed of all procedural and product updates.

Requirements

Education and Experience :

High school diploma or G.E.D. equivalent required from an accredited institution.

Minimum three years of customer service experience.

Knowledge of state statutes and requirements for toll violation and collection processes.

Must possess typing skills of 35 wpm.

ChaseSource is an Equal Opportunity Employer. All applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, age, disability, protected veteran status, genetic information, pregnancy, or any other legally protected status.

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