Cofiroute USA [now ViaPlus] Is Hiring A Bilingual Customer Service Team Lead

Join Our Team as a Customer Service Supervisor! 🌐

ViaPlus, a leader in the Intelligent Transportation Systems (ITS) market under VINCI Highways, is seeking a dedicated Customer Service Supervisor to oversee daily operations, ensure top-tier customer satisfaction, and lead a dynamic team in a fast-paced environment.

About Us 🚗

ViaPlus is a global mobility company specializing in revenue and service management solutions within the transportation industry. As a subsidiary of VINCI Highways, we are committed to innovation and enhancing mobility experiences worldwide. VINCI Highways designs, finances, constructs, and operates motorways, bridges, tunnels, urban roads, and mobility services across 15 countries, covering 4,100 km of network. VINCI Concessions further extends our reach, managing approximately 80 airports, motorways, and rail projects in 23 countries to promote sustainable, efficient, and innovative mobility solutions.

Major Duties and Responsibilities 📝

• Lead & Communicate: Provide daily direction and clear communication to employees to ensure customer calls are answered efficiently and knowledgeably.
• Customer Resolution: Assist customers with billing, service issues, and complaints, using sound judgment to minimize escalations.
• Training & Development: Administer training programs for new hires and ongoing staff development.
• Supervision & Scheduling: Oversee daily operations, assist with recruitment, and manage staff schedules.
• Customer Interaction: Handle customer inquiries via phone or in person, process account changes, and assist with account setup and forms.
• Data Entry & Documentation: Enter new account information and updates into the system accurately, and assist in balancing cash drawers and deposits.
• Quality & Performance: Monitor CSR performance, provide feedback, and ensure compliance with policies and standards.
• Reporting & Analysis: Prepare reports, analyze call center data to support management objectives.
• Other Duties: Perform additional responsibilities as assigned to support team goals.

Qualifications 🌟

• Proven ability to work well in team environments and handle difficult customer situations.
• Excellent phone etiquette and communication skills, both written and verbal.
• Strong attention to detail, efficiency, and interpersonal skills.
• Empathy, compassion, and a customer-first attitude.
• Energetic, self-motivated, and adaptable to change.
• Proficiency in Microsoft Office, data entry, and computer skills.
• High school diploma or GED required.
• At least two years of experience as a Customer Service lead or supervisor.
• Bilingual in Spanish is preferred.

Supervisory Responsibilities 🚫

This position does not have formal supervisory responsibilities.

Work Environment 🏢

Employees will primarily work at a computer, with regular use of hands, arms, hearing, and talking. Occasional standing, sitting, bending, or lifting up to 20 pounds may be required. The environment varies from moderate to loud, adaptable for reasonable accommodations to support individuals with disabilities.

Join us at ViaPlus and be part of a team that is shaping the future of mobility! 🚀