Customer Service Supervisor

Who We Are At WSP, we are driven by inspiring future-ready pioneers to innovate.
We’re looking to grow our teams with people who are ready to collaborate in building communities and expanding our skylines.
To do this, we hire candidates of all experiences, skillsets, backgrounds and walks of life.
We actively foster a work environment and culture where inclusion and diversity is part of our fundamental structure.
This is delivered behaviorally, through our policies, trainings, local partnerships with professional diverse organizations, internal networks and most importantly with the support and sponsorship of our leaders who help drive our commitment to an inclusive, diverse, welcoming and equitable work environment.
Anything is within our reach and yours as a WSP employee.
Come join us and help shape the future! WSP is seeking a full-time Customer Service Supervisor in the Louisville, KY area.
This role will be onsite in the Louisville, KY area and starting pay is around $26.
60/hr with full benefits.
At WSP, we are driven by inspiring the right people to be part of our future-focused business objectives.
We are looking for motivated Customer Service Supervisors to support our client’s growing needs – talent is the essence of meeting our client’s needs.
We want to continue to build our team with people willing to solve problems, expand solutions, and challenge the status quo.
As our industry needs grow, our team has the potential to grow and support our communities and agencies in new ways.
Our devotion to teamwork has allowed us to build communities and expand our skylines.
Here at WSP, anything is within our reach and yours as a WSP employee.
Come join us and help shape the future! This job description is not intended to be an exhaustive list of all duties, responsibilities or qualifications associated with this job.
DUTIES AND RESPONSIBLITIES include some or all the following.
· Process customer inquiries as inbound phone calls, mail and email to include, but not limited to, payments and account updates.
· Process customer requests for new and additional transponders.
· Process all returned mail.
· Address customer disputes.
· Handle cases through the Case Management System, including Better Business Bureau (BBB) complaints, state escalations, subpoenas and law enforcement requests.
· Recognize and alert the Customer Service Manager of any unusual customer problems and trends seen in customer calls.
· Address and help resolve front line questions from CSRs and be able to determine if they need to involve the managers.
· Assess, examine and resolve customer issues with other tolling agencies.
· Give feedback on career path development for CSRs.
Provide coaching and development.
· Provide refresher training to CSRs as needed.
· Assist with monitoring and requesting supplies needed.
· Ensure proper postage/shipping costs is affixed to outbound envelopes/packages.
· Help ensure proper coverage is always maintained during business hours.
· Investigate and provide information for any court hearings or public requests.
· Handle and maintain large accounts (fleets and rentals).
· Perform various clerical functions to include filing, handling deliveries, etc.
· Ensure transponders are properly stored at the completion of each shift per Standard Operating Procedure.
· Responsible for maintaining training manuals and materials and creating monthly knowledge check quizzes.
· Update internal knowledge database to reflect most recent procedures.
· Meet or exceed performance criteria and comply with company policies and procedures.
· Maintain compliance will all company policies and procedures.
QUALIFICATIONS · Must be able to pass a background check · Six (6) months or more phone experience in a Contact/Call Center required.
· Ability to provide exceptional customer service through strong listening and problem-solving skills.
· Ability to adhere to attendance requirements.
· Ability to achieve and maintain departmental performance standards.
· Bilingual (English/Spanish) helpful, but not required.
· Excellent verbal and written communication skills.
· Knowledge of MS Office and Windows, proficient typing skills.
· Strong interpersonal skills and the ability to communicate with many diverse levels within the organization.
· Exhibit eagerness, flexibility, self-initiative and a positive and professional attitude.
· Experience in meeting and exceeding metrics and goals.
· Ability to work under pressure, multitask and be accountable for the performance of others.
· Strong ability for problem solving, effectively analyzing results and lead, motivate, develop and coach associate personnel.
· Must have a minimum of 9 months experience in previous Lead position for Supervisory role.
· Professional demeanor, dependable and able to maintain confidential information.
SUPERVISORY RESPONSIBILITIES AS ASSIGNED FOR CONTACT CENTER, WALK-UP CENTER OR ANY ASSIGNED LOCATION · Monitor workflow on a daily basis.
· Provide concise weekly/monthly performance feedback/coaching for individual staff members.
· Send out daily/weekly/monthly stats to staff members and monitor monthly Service Level.
· Monitor and maintain monthly Key Performance Indicators (KPIs).
· Handle escalated customer issues.
· Assess, examine and resolve ORB BOS customer issues with other tolling agencies.
· Monitor attendance of staff members.
· Monitor Career Path progression of staff members.
· Assist with Corrective Actions as needed.
· Oversee customer survey results.
· Approve requests for Personal Time Off (PTO).
· Provide refresher training to staff on areas where improvement is needed.
· Work closely with other management staff to ensure proper coverage at all times for assigned tasks.
· Oversee end of day financial closeout process and provide change for Walk-Up Centers, assist armored car service with drop safe pickups.
· Audit transponder inventory weekly.
· Run inventory reports daily to monitor transponder inventory levels.
· Assist Manager in creating and maintaining reports supplied to the States.
· Recognize and alert the Customer Contact Center Manager of any unusual customer problems and trends seen in customer calls.
· Assist with monitoring and requesting supplies needed for the CCC and/or Walk-Up Centers.
· Operate postage mail machine and assist with refilling postage meters.
· Perform quality assurance checks on individual staff member’s work, including phone calls, customer email responses, account fulfillment for walk-ups and other work processes.
PHYSICAL DEMANDS · Ability to safely and successfully perform the essential job functions consistent with the ADA, FMLA and other federal, state and local standards, including meeting qualitative and/or quantitative productivity standards.
· Vision for reading, recording and interpreting information.
· Ability to access, input, and retrieve information from the computer.
· Frequent hand/eye coordination to operate computer keyboard and office equipment.
· Primary sedentary physical work requiring ability to lift and carry up to 40 pounds.
#LI-HW1 Additional Requirements To perform this job successfully, an individual must be able to perform each essential job duty satisfactorily.
Reasonable accommodations may be made to enable qualified individuals with disabilities to perform essential job functions.
Additional Details Travel Required: N/A - No travel required Job Status: Regular Employee Type: Full Primary Location: LOUISVILLE - LINN STATION RD All locations: US-KY-Louisville About WSP WSP USA is the U.
S.
operating company of WSP, one of the world's leading engineering and professional services firms.
Dedicated to serving local communities, we are engineers, planners, technical experts, strategic advisors and construction management professionals.
WSP USA designs lasting solutions in the buildings, transportation, energy, water and environment markets.
With more than 15,000 employees in over 300 offices across the U.
S.
, we partner with our clients to help communities prosper.
www.
wsp.
com WSP provides a flexible and agile workplace model while meeting client needs.
Employees are also afforded a comprehensive suite of benefits including medical, dental, vision, disability, life, and retirement savings focused on providing health and financial stability throughout the employee’s career.
At WSP, we want to give our employees the challenges they seek to grow their careers and knowledge base.
Your daily contributions to your team will be essential in meeting client objectives, goals and challenges.
Are you ready to get started? WSP USA (and all of its U.
S.
companies) is an Equal Opportunity Employer Race/Age/Color/Religion/Sex/Sexual Orientation/Gender Identity/National Origin/Disability or Protected Veteran Status.
The selected candidate must be authorized to work in the United States.
NOTICE TO THIRD PARTY AGENCIES: WSP does not accept unsolicited resumes from recruiters, employment agencies, or other staffing services.
Unsolicited resumes include any resume or hiring document sent to WSP in the absence of a signed Service Agreement where WSP has expressly requested recruitment/staffing services specific to the position at hand.
Any unsolicited resumes, including those submitted to hiring managers or other business leaders, will become the property of WSP and WSP will have the right to hire that candidate without reservation – no fee or other compensation will be owed or paid to the recruiter, employment agency, or other staffing service.