ViaPlus by VINCI Highways

Provide customer service, handle transactions, and maintain customer records. | High school diploma or GED, at least one year of customer service experience, bilingual in Spanish. | *** This is an on-site position. *** ABOUT US ViaPlus is a global mobility company in the Intelligent Transportation Systems (ITS) market, specializing in revenue and services management solutions for the transportation industry. Our full-featured, single-account back-office technology facilitates the high-volume transactions, customer operations, and data analytics required for seamless multimodal mobility. As a VINCI Highways subsidiary, we are committed to technical innovation and to promoting a positive mobility experience for all. VINCI Highways, a VINCI Concessions subsidiary, is a leader in road concessions, operation and mobility services. We design, finance, build and operate motorways, bridges, tunnels, urban roads and mobility services on a network of 4,100 km in 15 countries. VINCI Highways leverages its expertise to deliver the highest performance and safety standards and treat drivers to a positive experience. VINCI Concessions is an international player in transport infrastructure. We leverage our integrated model to design, finance, build, operate and maintain some 80 airports, motorways and rail projects in 23 countries, through our subsidiaries VINCI Airports, VINCI Highways and VINCI Railways. We are committed to shared growth with regions and are actively making mobility ever more sustainable, efficient and innovative. MAJOR DUTIES AND RESPONSIBILITIES Other duties may be assigned. The order of the duties listed does not represent the importance and/or percentage of time dedicated to each duty. Promote positive customer relations with customers and coworkers. Answer routine and non‐routine customer calls daily Provide customer service to walk-in customers including accepting payments. Acquire a working knowledge of our database. Communicate effectively with a variety of people across various levels both within and outside the organization. Consistently meet established productivity, schedule adherence and quality standards. Quickly and accurately identify and assess individual needs, as well as take the appropriate actions to satisfy those needs. Provide information about products and services. Maintain customer records by updating account information. Follow communication procedures, guidelines, and policies. Resolve product or service problems by clarifying the customer's complaint; determining the cause of the problem; selecting and explaining the best solution to solve the problem; expediting correction or adjustment; following up to ensure resolution. Must follow all company rules and procedures. Ability to deal with customers in a courteous, polite, and professional manner at all times. Respond to all web and email customer correspondence. Process incoming customer (CSC) transactions Respond to customer voicemails Provide support for customer service center as needed QUALIFICATIONS To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform essential functions. Excellent phone etiquette Excellent written and verbal communication skills Excellent attendance and punctuality Enjoy providing prompt and timely service to our clients Be extremely detail‐orientated, and efficient and possess superior written and verbal communication skills Must possess strong interpersonal skills Have compassion and empathy for customer situations and excellent listening skills. Have excellent customer service skills with the ability to build and maintain customer relationships Be energetic, self‐motivated, and quick‐thinking Can work in a team environment or independently while being flexible and open to learning new experiences in a fast‐paced changing environment Ability to read and comprehend normal instructions, correspondence, and memos Must be able to organize and write correspondence and memos in a logical/methodical manner Ability to effectively present information to customers, clients, and other employees of the organization Ability to apply common sense understanding to carry out detailed written or oral instructions Ability to deal with problems involving a few concrete variables in standardized situations Excellent computer skills required, including knowledge of various Microsoft Office programs Ability to handle difficult customers or situations Ability to work varied shifts. EDUCATION AND/OR EXPERIENCE High school diploma or general education degree (GED) A minimum of one-year Customer Service Experience required A minimum of six months of Call Center experience preferred Bilingual Spanish is required SUPERVISORY RESPONSIBILITIES There are no supervisory responsibilities in this position. WORK ENVIRONMENT The work environment characteristics described here are representative of those an employee encounter while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform essential functions. While performing the duties of this job, the employee is regularly required to use hands and reach with hands and arms, hear, and talk. The employee will be working and navigating on a computer. The employee occasionally is required to stand, sit, stoop, kneel, crouch, and walk. The employee may occasionally be required to lift and/or move up to 20 pounds. The work environment is usually moderate to loud.

Lead and coach a team of 10-15 customer service representatives in a high-volume call center, ensuring KPI adherence, quality assurance, and positive customer experience. | High school diploma or GED, 3-5 years call center experience, supervisory skills, strong interpersonal and organizational skills, and proficiency in PC and data entry. | ABOUT VIAPLUS: ViaPlus is a global mobility company in the Intelligent Transportation Systems (ITS) market, specializing in revenue and services management solutions for the transportation industry. Our customer operations, data analytics, and full-featured, single-account back-office technology facilitate the high-volume transactions required for seamless multimodal mobility. As a VINCI Highways subsidiary, we are committed to technical innovation and to promoting a positive mobility experience for all. We are pioneers in the transportation transaction and mobility industry, with a decade of proven global experience in providing solutions focused on the tolling and transit industries. ViaPlus is headquartered near Dallas, Texas, and maintains offices across the United States, France, India, and Ireland. We are part of the global network of VINCI Concessions, an international player in transport infrastructure with projects in 23 countries. Our vision has evolved to provide a fully automated, end-to-end transportation solution that significantly improves revenue collection and efficiency while effectively lowering costs for our agency clients. We serve enterprises that require high-volume, real-time transaction processing with the highest levels of accuracy, especially where revenue reconciliation and customer account management are key deliverables to the customer experience. Our flagship back-office system (BOS) enables Mobility-as-a-Service (MaaS) with a “one account” feature that supports multimodal transportation solutions. In a rapidly changing environment, ViaPlus maintains a strong focus on technology and continuous R&D to improve agency efficiencies, reduce operating expenses, and maximize revenue – all while providing exceptional customer service. Learn more: http://www.viaplus.com ABOUT VINCI HIGHWAYS VINCI Highways, a VINCI Concessions subsidiary, is a leader in road concessions, operations and mobility services. We design, finance, build and operate highways, bridges, tunnels, urban roads and mobility services on a network of more than 3,360 km in 15 countries. VINCI Highways leverages its expertise to deliver the highest performance and safety standards and provide drivers with a positive experience. More information: https://www.vinci-concessions.com/en/vinci-highways https://www.linkedin.com/company/vinci-highways/ @VINCIConcess JOB PROFILE: Customer Service Representative, Lead JOB LOCATION: Corona, CA & Anaheim, CA JOB RESPONSIBILITIES: Reporting to the Call Center Manager, the Customer Service Lead is responsible for leading approximately 10-15 Customer Service Representatives in a high-volume, fast-paced call center environment, handling contacts received via telephone, chat, text, or email. Act as the single point of contact for escalated cases with the ability to transition an escalated call into a positive customer experience. Monitoring the performance of CSC according to established performance standards and policies. The CS Lead is directly responsible for instilling a “can do” and customer-focused attitude in every employee, thus creating a culture that is characterized by Commitment, Accountability, Respect, Excellence, and Empowerment. Include the following. Other duties may be assigned. The order of the duties listed does not represent the importance and/or percentage of time dedicated to each duty. • Provide day-to-day supervision and support to assigned Customer Service Representatives. This includes, but is not limited to, observing daily interactions of the team, and ensuring adherence standards are being met. • Review reports daily, weekly, and monthly to recognize success and coach for improvements. • Ensure, Quality Assurance, FCR, and CSAT KPI expectations are being met for each assigned direct report; if not, create action plans • Achieve maximum productivity and efficiency of employees daily, including coaching to AHT. • Perform 1 call, and 1 error monitor, per rep, per week, and update the QA tracker weekly; deliver immediate results/feedback to employees and coach accordingly and promptly. • Work closely with the QA Training Team Lead and Supervisor to ensure guideline adherence, call integrity, and proper phone etiquette are being met; if not, coordinate a plan to address training needs • Attend mandatory QA calibrations and assist in the development and implementation of quality improvement programs to increase customer satisfaction, and FCR and drive productivity to meet KPIs. • Facilitate the communication of new information to all CSRs in a timely basis, ensuring understanding and consistency of handling by all assigned CSRs; ensure clear communication to up to leadership as well. • Responsible for the onboarding and development of direct reports • Prepare performance reports and ensure employee folders are documented, kept up to date, and organized. • Handle supervisor-escalated calls/callbacks • Handle all offline work for direct reports – Examples: Congestion Credits, Toll Disputes, Pay by Plate Credits, etc. • Provide ongoing motivation to the team. • Manage Teams and walk the floor/visible to CSRs. • Assist with maintaining service level requirements by ViaPlus’ objectives and KPIs. • Proactively coordinates 1:1 meetings, trainings, etc. with CS Supervisor & CS Manager to ensure adequate phone coverage is in place before taking CSR off the phones. • Communicate with CS Manager or Supervisor to ensure adjustments to CSR’s productivity are brought to their attention for corrections to be made in the Productivity tracker. • Monitor and manage real-time stats, and partner with leaders to implement actions as needed and promptly, immediately address concerns with direct reports. • Supervise direct reports to ensure schedule adherence for CSRs is being maintained and coached accordingly. • Conduct documented monthly 1x1 meetings with each Customer Service Representative by the 15th of the following month, to include monthly scorecards. • Manage and coach Productivity reports daily and coordinate disciplinary conversations with the CS Supervisor as needed. • Manage and coach to Attendance Tracker daily and coordinate disciplinary conversations with the CS Supervisor as needed. • Manage and coach CSR KPI Scorecards monthly and coordinate disciplinary conversations with the CS Supervisor as needed. • Conduct Employee coaching and counseling sessions promptly · Be a “Change Agent” and find solutions to customer and employee challenges; assume a high level of ownership for customer satisfaction. • Meet all expectations and deadlines. • Model expectations of punctuality and attendance • Serves as backup Team Lead for colleagues. QUALIFICATIONS: PC skills, strong data entry skills, 10-key by touch, and the ability to effectively navigate through a Windows environment. Spreadsheet skills are a plus. • Interpersonal skills: an ability to solve conflicts between team members; a knack for motivating others and giving constructive feedback. • Accountability for their team’s performance • Confidence in their actions • Organization skills, especially planning EDUCATION & EXPERIENCE: • High school diploma or GED. • Three (3) to five (5) years of Call Center Experience SUPERVISORY RESPONSIBILITIES N/A WORK ENVIRONMENT The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodation may be made to enable individuals with disabilities to perform essential functions. While performing the duties of this job, the employee is regularly required to use hands and reach with hands and arms, hear, and talk. The employee will be working and navigating on a computer. The employee occasionally is required to stand, sit, stoop, kneel, crouch, and walk. The employee may occasionally be required to lift and/or move up to 20 pounds. The work environment is usually moderate to loud. fKoPBlIdjB