Customer Service Lead

TransCore (TRN), a subsidiary of ST Engineering, is seeking a full-time Customer Service Lead to join our team in Union, New Jersey.
Job Summary: The Customer Service Lead is primarily responsible to hire, supervise, train, and monitor the daily activities and projects of the customer service staff. This responsibility includes ensuring all service requirements are protected and accounted for in accordance with standards as described in the contract and operational procedures. The Customer Service Lead addresses issues by executing duties and responsibilities personally or through subordinate staff.
Essential Duties and Responsibilities include but are not limited to the following:

• Essential Duties and Responsibilities include the following. Other duties may be assigned.
• Compiles performance reports, monitors and records measures in performance log, and reports these measures to Management on a regular basis.
• Evaluates operational needs and work level requirements to determine the appropriate hiring method.
• Continually assesses Customer Service levels for performance and monitors customer feedback.
• Ensures that all Customer Service Center representatives are courteous, professional, and attuned to customer needs.
• Ensures that the Customer Service staff is taking appropriate steps when an event needs to be escalated for resolution.
• Effectively delegates work tasks to ensure that Customer Service performance measures are met.
• Establishes statistical performance reporting criteria, monitors standards, and enforces policies and procedures to ensure all personnel meet or exceed expected service and performance levels.
• Continually assesses training needs through auditing and monitoring.
• Writes performance reviews for TransCore employees and provides periodic feedback to staffing agencies as needed.
• Schedule work assignments, monitor daily activities, and assist with account maintenance.
• Sets objectives for and monitors performance within the department.
• Audits staff to ensure quality of work is maintained at appropriate levels. Provides necessary training and support for problematic staff/processing.
• Manages customers that request supervisor assistance.
• Hires, develops, and evaluates Customer Service staff.
• Ensures that employees follow TransCore policies and procedures.
• Available to work Mon-Fri, 7:00am - 5:30am M-F, Saturday as required

Education :

• High school Diploma or equivalent required
• Associate degree (A.A.) preferred or equivalent from two-year college or technical school.

Supervisory Responsibilities: Directly supervises up to 20+ employees. Carries out supervisory responsibilities in accordance with the organization's policies and applicable laws. Responsibilities include interviewing, hiring, and training employees; planning, assigning, and directing work; appraising performance; rewarding and disciplining employees; addressing complaints and resolving problems.
Authority : Receives predetermined work assignments that are subject to a moderate level of control and review. Directs subordinates to complete assignments using established guidelines, procedures, and policies.
Job Complexity: Works on issues where analysis of situation or data requires review of relevant factors. Exercises judgment within defined procedures and policies to determine appropriate action.
Experience: Typically requires a minimum of 2 years of related experience.
Language Skills: Ability to read and comprehend simple instructions, short correspondence, and memos. Ability to write simple correspondence. Ability to effectively present information in one-on-one and small group situations to customers, clients, and other employees of the organization.
Mathematical Skills: Ability to add, subtract, multiply, and divide in all units of measure, using whole numbers, common fractions, and decimals. Ability to compute rate, ratio, and percent and to draw and interpret bar graphs.
Reasoning Ability: Ability to apply common sense understanding to carry out instructions furnished in written, oral, or diagram form. Ability to deal with problems involving several concrete variables in standardized situations.
Physical Demands: The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
While performing the duties of this job, the employee is regularly required to use hands to finger, handle, or feel and talk or hear. The employee is frequently required to walk and sit. The employee is occasionally required to stand and reach with hands and arms. The employee must occasionally lift and/or move up to 25 pounds.
Work Environment: The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
The noise level in the work environment is usually moderate.
Equal Opportunity Employer/Protected Veterans/Individuals with Disabilities
The contractor will not discharge or in any other manner discriminate against employees or applicants because they have inquired about, discussed, or disclosed their own pay or the pay of another employee or applicant. However, employees who have access to the compensation information of other employees or applicants as a part of their essential job functions cannot disclose the pay of other employees or applicants to individuals who do not otherwise have access to compensation information, unless the disclosure is (a) in response to a formal complaint or charge, (b) in furtherance of an investigation, proceeding, hearing, or action, including an investigation conducted by the employer, or (c) consistent with the contractor's legal duty to furnish information. 41 CFR 60-1.35(c)