Lead Customer Service Representative

The Lead Customer Service Representative (CSR) provides leadership and coaching to assigned team by monitoring employee-customer interactions for quality and accuracy. Ensures team workload, deadlines, and customer service objectives are met and customer service representatives are informed of all product and procedural updates. Performs escalated account research, negotiations, and creates payment plan agreements while maintaining an inviting, friendly, and professional manner.

Duties & Responsibilities

  • Coaches, develops, and motivates CSRs by monitoring employee-customer interactions for accuracy and quality. Monitors team attendance, identifies attendance patterns, and addresses improvement opportunities.
  • Ensures optimal time utilization and team workload, deadlines, and work objectives are achieved.
  • Performs escalated account research, negotiations, and creates payment plan agreements by offering resolutions according to established policies and procedures in an inviting, friendly, and professional manner.
  • Collaborates with upper management to complete employee evaluations as defined according to each section.
  • Ensures customer service representatives (CSR) are informed of all procedural and product updates.
  • Other duties as assigned

Knowledge, Skills and Abilities

•    Makes sound decisions based on HCTRA policies and procedures with minimal assistance.

•    Strong customer service skills with an emphasis on de-escalation and negotiation skills.

•    Strong communication (written and verbal) and interpersonal skills.

•    Working knowledge of personal computers and related software including Microsoft Office.

•    Ability to lead a team.

•    Ability to maintain confidentiality.

•    Knowledge of the State statute and requirements for toll violation and collection processes.

•    Multi-tasking capabilities; ability to think logically, be flexible and goal-oriented.

•    Ability to proactively prioritize tasks using effective time management skills.

•    Must possess typing skills of 35 wpm.

Position Type and Typical Hours of Work

This is a full-time position. Days of work and hours may vary based on business needs of the department and shift to include days, evenings, nights, and weekends.

It is imperative to know that in leadership roles, you are subject to move to any other location that the Call Center has based on business needs.


  • High school diploma or equivalent from accredited institution.
  • Bilingual, fluent in both English and Spanish preferred
  • Previous experience in customer service or a related field is preferred.
  • Minimum of 3 full and/or consecutive years of experience working in a call-center environment.
  • Minimum of 3 years of customer service experience.
  • Proficient computer skills and the ability to learn new software quickly.
  • Ability to work well under pressure and in a fast-paced environment.
  • Strong problem-solving and conflict resolution abilities.
  • Professional phone etiquette and the ability to handle difficult calls.
  • Excellent verbal and written communication skills.
  • Strong organizational skills and attention to detail.
  • Must have availability to work 40 hours per week and be able to commit to any 8-hour shift assigned by client between the operational hours of Monday – Saturday, 6:30am to 8:00pm without exception.

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