Customer Service Specialist Jobs

RESPONSIBILITIES INCLUDE (BUT ARE NOT LIMITED TO):

Position Overview

The Customer Service Lead is responsible for being a working leader in providing information and services to all customers for any traffic violations.

Essential Responsibilities

• Processing payments
• Ensure work is completed in accordance with local rules
• Reviewing traffic violations
• Providing a one stop resolution to customer enquiries
• Maintaining working knowledge of customer rules and regulations

In addition to normal processing / production duties, Team Leads are responsible for the following activities of their assigned department(s)

• Works well in a team environment and can work with individuals from all business areas
• Review outgoing transactions for accuracy, identify, document and correct errors, provide defect completion, escalate to management as needed
• Engage with other leads and departments as needed to support business needs
• Assist in special assignments and projects as needed
• Manage the daily work volume to service and cost metrics/goals
• Assist in root cause analysis (RCA) creation / documentation as needed
• Make staffing level / hours recommendations to Service Manager
• Other duties as assigned by Management
• Executes all duties with follow-through and professionalism, demonstrating a high level of business ethics
• Assist with processing of backlog and incoming service requests within the department
• Generate and share data and reports about team performance, mission related objectives and deadlines.
• Guide / Assist with the creation, maintenance, validation, and communication/use of Knowledge Management Materials (Training Documents, SOPs, Checklists, Job Aids, Matrices, etc.)
• Make sure team has clarification on tasks at hand and has the proper tools to proceed
• Monitor service request workflow (Fresh Desk Tickets)
• Workflow Coordinator
• Daily huddle with team to ensure the SLA’s (Service Level Agreements) and operational goals are met
• Develop and conduct functional training programs for new and existing employees

REQUIREMENTS:

• Maintain strict confidentiality on all matters
• Ability to pass state background checks
• Capable of learning internal proprietary computer software applications
• Effective communication skills, both written and verbal
• Minimum of 30 words per minute typing skills
• Minimum 2 years prior experience in similar role essential
• High School Diploma or GED equivalent
• Must possess “soft skills”: personal effectiveness, creative problem solving, strategic thinking, strong supervision skills and team building skills
• Position located in Jupiter, Florida
• Intermediate knowledge of Microsoft Office products (Excel, Word, Power Point)

DESIRED

• Spanish as a second language is desirable
• Experience in SAP, or other ERP/MRP database desired
• Degree level education desirable

PHYSICAL REQUIREMENTS:

The physical requirements 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 occasionally required to stand; walk; sit; use of hands or fingers to handle, or feel objects, tools or controls and keyboarding; reach with hands and arms; climb stairs and ladders; balance; stoop, kneel, crouch or crawl; talk and hear.