Impress employers and recruiters.
Choose from hundreds of resume examples.

Target Resume Now

Tailor your resume to this Bilingual Customer Service Team Lead (On-Site) role.

Rezi rewrites your resume against ViaPlus by VINCI Highways's job description. Free.

Resume score gauge reading 58 out of 100

Don't guess if your resume is good enough.

See how it scores against the Bilingual Customer Service Team Lead (On-Site) posting at ViaPlus by VINCI Highways — free, in seconds.

About the Role

ViaPlus is a global mobility company in the Intelligent Transportation Systems (ITS) market, specializing in revenue and services management solutions for the transportation industry. Our full-featured, single-account back-office technology facilitates the high-volume transactions, customer operations, and data analytics required for seamless multimodal mobility.

Responsibilities

Provides daily direction and communication to employees for timely, efficient, and knowledgeable customer service calls.
Assists customers in resolving complaints concerning billing or service rendered.
Uses judgement to minimize complaints referred to designated managers or departments.
Administers new hire and continuing training programs.
Assists customers with special problems, daily close-outs, training, and floor supervision.
Assists with recruitment and staff scheduling.
Handles confidential information and assignment of special projects.
Talks with customers by phone or in person to receive orders for new accounts, changes in account type, payment options, and other service or account information.
Enters information for new accounts or account changes into the computer system, often while on the phone with the customer.
Assists customers to fill out Applications and Agreement forms, determines charges, collects deposits, prepares change of address records, and balances computer sales or cash drawer.
Supervises employees, ensuring calls are handled efficiently and effectively.
Assists in establishing work procedures and processes that support departmental standards and directives.
Assists customers and violators with special or challenging issues through account research, supervisor calls, and correspondence.
Ensures all CSRs understand and comply with all objectives, performance standards, and policies.
Monitors and evaluates CSR performance, providing feedback and coaching.
Prepares reports and analyzes data to assist management with call center goals.
Performs other duties as assigned.

Requirements

Ability to work well with other employees as a team.
Ability to deal with difficult or demanding customers on a routine basis.
Excellent phone etiquette.
Excellent written and verbal communication skills.
Excellent attendance and punctuality.
Enjoy providing prompt and timely service to clients.
Be extremely detail-oriented, efficient and possess superior written and verbal communication.
Must possess strong interpersonal skills.
Have compassion and empathy for customer situations.
Have excellent customer service skills with the ability to build and maintain customer relationships.
Be energetic, self-motivated and quick-thinking.
Ability to work in a team environment or independently while being flexible and open to learning new experiences in a fast-paced changing environment.
Ability to read and comprehend normal instructions, correspondence and memos.
Must be able to organize and write correspondence and memos in a logical/methodical manner.
Ability to effectively present information in one-on-one situations to customers, clients and other employees.
Ability to apply common sense understanding to carry out detailed written or oral instructions.
Ability to deal with problems involving a few concrete variables in standardized situations.
Excellent computer skills required, strong data entry skills, 10-key by touch and various Microsoft Office programs.
Regularly required to use hands and reach with hands and arms, hear, and talk.
Occasionally required to stand, sit, stoop, kneel, crouch, and walk.
May occasionally be required to lift and/or move up to 20 pounds.

Skills

Customer Service
Billing
Training
Recruitment
Scheduling
Data Entry
Microsoft Office
Communication
Interpersonal Skills
Problem-Solving

Location

Work Type

Experience Level

Two years of related experience as a Customer Service lead or supervisor

Education Level

High school diploma or general education degree (GED)

About the Company

ViaPlus is a global mobility company in the Intelligent Transportation Systems (ITS) market, specializing in revenue and services management solutions for the transportation industry.
As a VINCI Highways subsidiary, we are committed to technical innovation and to promoting a positive mobility experience for all.
VINCI Highways is a leader in road concessions, operation and mobility services, designing, financing, building and operating motorways, bridges, tunnels, urban roads and mobility services on a network of 4,100 km in 15 countries.
VINCI Highways leverages its expertise to deliver the highest performance and safety standards and treat drivers to a positive experience.
VINCI Concessions is an international player in transport infrastructure, designing, financing, building, operating and maintaining some 80 airports, motorways and rail projects in 23 countries.
VINCI Concessions is committed to shared growth with regions and is actively making mobility ever more sustainable, efficient and innovative.