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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

• N/A

Work Type

• N/A

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.