Job Description

Description: Call Center Lead Customer Service Representative (LCSR) receives inbound calls from customers. This initial inbound call maybe the customer’s first opportunity to understanding the parking citation policies for our city. It is therefore imperative, that the Call Center Lead Customer Service Representative (LCSR) have a thorough understanding of all Parking Violations Bureau policies and procedures.

Report To: PVB Manager

Job Purpose: We are looking for a customer-oriented service representative to act as a liaison, provide services, information and resolve any emerging concerns that our clients may have with a high level of accuracy. This position will assist citizens by providing parking citation information, determining appropriate action to resolve problems, answering inquires, maintaining database, scheduling adjudicator appointments, data entry, and other duties as assigned.

The goal is to ensure excellent service standards and maintain high customer satisfaction within a reasonable amount of time.

Lead Customer Service Representative (LCSR) Skills we are looking for:

• Great organizational skills.
• Ability to work beyond the scheduled work hours.
• Great clerical and office skills, familiar with standard formatting of documents and letters.
• Great Communication Skills (Verbal, Oral, Writing)
• Great Personality and Interpersonal skills.
• Ability to effectively present information and respond to questions from groups of managers, clients, customers, and the general public.
• Ability to solve practical problems and deal with a variety of concrete variables in situations where only limited standardization exists. Ability to interpret a variety of instructions furnished in written, oral, diagram, or schedule form.
• High Energy Level
• Dependable
• Productive
• Customer Service Focused
• Maintains Professionalism
• Attention to Detail
• General Math Skills
• Basic Computer Skills
• Knowledgeable of Basic Safety
• Through Job Knowledg

Job site conditions may be hazardous at times. You'll be responsible for keeping up with the latest

safety measures and ensuring they're in place for the benefit of the public and all staff members.

Job Responsibilities:

• Lead a team of Customer Service staff
• Effectively manage large amounts of incoming calls
• Provide accurate, valid and complete information by using the right methods/tools
• Handle complaints, provide appropriate solutions and alternatives within the time limits and follow up to ensure resolution
• Follow communication procedures, guidelines and policies
• Keep records of customer interactions, process customer accounts and file documents
• Communicate with citizens via the call center (Parking Violation Bureau) to address inquiries regarding parking citations in a professional and courteous manner.
• Responsible for fully understanding the business practices in accordance with the City of St. Louis Treasurer’s Office program and Hudson and Associates, LLC guidelines, policies, and procedures.
• Establish and maintain excellent customer service with each citizen call.
• Analyze citizens’ account, using E-TIMS to assist with questions and informing citizens on proper ticket penalty structure, payment dates and deadline, schedule adjudicator hearings.
• Document/summarize phone dialog with citizen in E-Tims system.
• Meet quota of daily phone calls requirement, minimize call to 3 minutes per call.
• Record mail correspondence per required policy and procedures.
• Process paper work for refund.
• Research and review correspondence to determine action required.
• Continually maintain working knowledge of all parking codes, pricing, and procedures.
• Complete all required paperwork and reports accurately.
• Resolve customer complaints, guide them when needed and provide relevant information
• Maintain clean and organized work area
• Perform other duties as assigned by managers
• Continually maintain working knowledge of all parking codes, pricing, and procedures.
• Resolve customer complaints, guide them when needed and provide relevant information
• Present a professional company image through communications and interactions with visitors, guest and the management team.

Education and Experience:

High School Diploma or its equivalency

• 1 year call center experience is preferred
• 1 year customer service experience
• Track record of over-achieving quotas
• Experience with MS Windows Applications, Micro Soft Office, Excel Spreadsheets, Internet research skills

Physical requirements include occasional lifting/carrying 25 pounds; visual acuity, speech and hearing;

hand and eye coordination and manual dexterity necessary to operate two-way radio and data

management. Subject to walking, standing, sitting, and kneeling to perform essential functions.

Working conditions are primarily inside with limited exposure to temperature extremes, dust,

damp/wet surfaces, and high noise levels.

CONDITIONS OF EMPLOYMENT:

· Must pass pre-employment drug test.

· Must pass criminal history check.

· Must pass physical.

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