Cofiroute USA [now ViaPlus] Is Hiring A Bilingual Customer Service Team Lead (On-Site)

🚗 Join ViaPlus, a leading global mobility company committed to innovative transportation solutions and excellent customer service, as a Customer Service Supervisor!

About Us

ViaPlus is a global mobility enterprise operating within the Intelligent Transportation Systems (ITS) market. We specialize in providing revenue and services management solutions for the transportation industry. Our comprehensive, single-account back-office technology facilitates high-volume transactions, customer operations, and data analytics to enable seamless multimodal mobility. As a subsidiary of VINCI Highways, we are dedicated to technical innovation and ensuring a positive mobility experience for all.

VINCI Highways, a branch of VINCI Concessions, leads in road concessions, operations, and mobility services. We design, finance, construct, and manage motorways, bridges, tunnels, urban roads, and mobility networks spanning 4,100 km in 15 countries. Leveraging our expertise, we uphold the highest safety standards and aim to deliver exceptional driver experiences. VINCI Concessions is an international leader managing around 80 airports, motorways, and rail projects across 23 countries, through subsidiaries such as VINCI Airports, VINCI Highways, and VINCI Railways. We are committed to shared growth, sustainability, and innovation across regions.

Major Duties and Responsibilities

☑️ Provide daily guidance and clear communication to employees, ensuring customer service calls are answered promptly, efficiently, and professionally.

☑️ Assist customers with resolving billing or service issues and minimize escalations through sound judgment.

☑️ Administer training programs for new hires and ongoing staff development.

☑️ Support customers with complex issues referred by CSRs, oversee daily close-out procedures, and supervise floor operations.

☑️ Participate in staffing activities, including recruitment and scheduling.

☑️ Handle confidential information responsibly and manage special projects as assigned.

☑️ Engage with customers via phone or in person for account setup, updates, and service modifications, maintaining courtesy and professionalism.

☑️ Record information accurately into computer systems during customer interactions.

☑️ Assist with paperwork like applications and agreements, determine charges, collect deposits, and manage records.

☑️ Supervise call handling to ensure efficiency and quality standards are met.

☑️ Develop and refine work procedures to support departmental goals and policies.

☑️ Resolve challenging issues through detailed research, supervisor communication, and professional correspondence.

☑️ Ensure CSRs understand and adhere to standards, policies, and objectives.

☑️ Monitor and evaluate CSR performance, providing constructive feedback and coaching.

☑️ Generate reports and analyze data to aid management in call center improvements.

☑️ Perform additional duties as needed to support the team.

Qualifications

• Ability to collaborate effectively with team members.
• Experience in handling difficult or demanding customers.
• Excellent phone etiquette and communication skills.
• Strong attendance, punctuality, and professionalism.
• Exceptionally detail-oriented, efficient, and adept at written and verbal communication.
• Excellent interpersonal skills.
• Demonstrated empathy and compassion in customer situations.
• Ability to build lasting customer relationships.
• Energetic, self-motivated, and quick-thinking.
• Flexible in working independently or within a team.
• Proficient in reading and understanding instructions, correspondence, and memos.
• Capable of organizing and composing professional correspondence logically.
• Strong presentation skills for one-on-one interactions.
• Ability to apply common sense to detailed instructions.
• Experience with Microsoft Office tools and data entry skills, including 10-key.

Education and Experience

• High school diploma or GED.
• At least two years of experience in a customer service lead or supervisory role.
• Bilingual in Spanish is preferred.

Supervisory Responsibilities

None

Work Environment

The work setting involves regular use of hands for computer tasks, hearing, talking, and occasionally standing, sitting, bending, kneeling, or walking. Employees may lift or move up to 20 pounds on occasion. Typically, the environment ranges from moderate to loud noise levels. Reasonable accommodations are available to support individuals with disabilities.

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