Customer Service Lead
: Job Details :

** Customer Service Lead**

**Job Category****:** Customer Support **Requisition Number****:** CUSTO011979 Showing 1 location **Job Details**

**Description**

**TransCore (TRN), a subsidiary of Roper Technologies, Inc. (NYSE: ROP) is seeking a full-time Customer Service Lead to join our team in Dover, Delaware.**

**Job Summary:** Under the direction of the Customer Service Supervisor, the Customer Service Lead is primarily responsible to assist the Customer Service Representatives in their daily duties to resolve questions/issues that arise. The Lead will assist the supervisor in the training of Customer Service Representatives and the monitoring of daily activities, projects and tasks of the customer service staff under their direction. The Lead will assist their supervisor in achieving the directives and performance standards of their department. *As a secondary function, performs other service center support such as accurately open accounts, explain policies and procedures, and process payment information*.

**Essential Duties and Responsibilities** include but are not limited to the following:

* Tracks and records performance measures and reports these measures to management on a daily basis.

* Continually assesses Customer Service levels and monitors customer feedback.

* Ensures that all Customer Service Representatives are courteous, professional and attuned to customer needs.

* Ensures that appropriate steps are being taken by the Customer Service staff when an event needs to be escalated for resolution.

* Monitors performance and enforces policies and procedures to ensure that all personnel meet or exceed expected service and performance levels.

* Assists in the creation of performance reviews for TransCore employees and provides periodic feedback to staffing agencies as needed.

* Assists supervisor in managing personnel in the following areas: attendance, monitoring, coaching and time scheduling

* Contacts customers to update account information.

* Manages customers that request supervisor assistance.

* Performs daily duties of Customer Service Supervisor in his/her absence.

* Researches and resolves account issues.

* Performs account maintenance including account changes, closings, adjustments and statements requests.

* Contacts customers for additional account information.

* Assists in problem correspondence as required.

* Prepares required reports as needed.

* Answers questions from less experienced staff.

* Ensure that Violation Processing and research activities are performed in a timely manner

* Ensure that violation research and mail processing staff are trained and knowledgeable in Customer Service duties performed by the Call Center staff

* Regularly monitor the performance of the inventory specialist, to ensure that all metrics are met for DelDOT and TransCore with timely reporting

* Continually assess training needs through auditing and monitoring

* Regular and predictable attendance is an essential function of this job

**Scheduling:** Available to work between 7AM - 6PM. Variable shifts will be required to support business operating hours. Extra and irregular hours may be required due to temporary and/or unforeseen work demands.

**Desired Skills:**

* Bilingual in English and Spanish preferred

**Education****:**

* High school Diploma or equivalent required

**Supervisory Responsibilities:** This job assists in hiring, training, supervising, evaluating, rewarding, and disciplining Customer Service Representatives.

**Skill:** Has substantial understanding of the job and applies knowledge and skills to complete a wide range of tasks.

**Job Complexity:** Works on assignments that are moderately difficult, requiring judgment in resolving issues or in making recommendations.

**Supervision:** Determines methods and procedures on new assignments. Coordinates the activities of other personnel.

**Experience:** Typically requires a minimum of 2 - 4 years of related experience.

**Language Skills:** Ability to read and comprehend simple instructions, short correspondence, and memos. Ability to write simple correspondence. Ability to effectively present information in one-on-one and small group situations to customers, clients, and other employees of the organization.

**Mathematical Skills:** Ability to add, subtract, multiply, and divide in all units of measure, using whole numbers, common fractions, and decimals. Ability to compute rate, ratio, and percent and to draw and interpret bar graphs.

**Reasoning Ability:** Ability to apply common sense understanding to carry out instructions furnished in written, oral, or diagram form. Ability to deal with problems involving several concrete variables in standardized situations.

**Physical Demands:** The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

While performing the duties of this job, the employee is regularly required to use hands to finger, handle, or feel and talk or hear. The employee is frequently required to walk and sit. The employee is occasionally required to stand and reach with hands and arms. The employee must occasionally lift and/or move up to 25 pounds.

**Work Environment:** The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

The noise level in the work environment is usually moderate.

**Qualifications**

**Skills**

**Behaviors**

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**Motivations**

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**Education**

**Experience**

**Licenses & Certifications**

Equal Opportunity Employer/Protected Veterans/Individuals with Disabilities

The contractor will not discharge or in any other manner discriminate against employees or applicants because they have inquired about, discussed, or disclosed their own pay or the pay of another employee or applicant. However, employees who have access to the compensation information of other employees or applicants as a part of their essential job functions cannot disclose the pay of other employees or applicants to individuals who do not otherwise have access to compensation information, unless the disclosure is (a) in response to a formal complaint or charge, (b) in furtherance of an investigation, proceeding, hearing, or action, including an investigation conducted by the employer, or (c) consistent with the contractors legal duty to furnish information. 41 CFR 60-1.35(c)