Location: Otay Mesa, San Diego, CA (Full-time, Onsite)
Schedule: Monday - Friday (shift assigned based on business needs):
8:00 AM - 5:00 PM, 8:30 AM - 5:30 PM, or 9:00 AM - 6:00 PM
Duration: Temporary to Hire (dependent on performance and business needs)
Pay Range: $79,972 - $123,957 (DOE)
Position Overview:
As the Customer Service Manager, you'll lead and manage the operations of a high-volume inbound call center focused on serving customers of the company's Toll Roads division. You'll guide a team of approximately 20 Customer Service Representatives (CSRs), supported by two supervisors and two leads. Responsibilities will range from overseeing customer interactions and payment processing to managing inventory and mail distribution. You'll also be tasked with developing programs like 'service-to-sales' to boost service quality and efficiency.
We're looking for an analytical thinker who enjoys problem-solving and can communicate effectively.
This is an exciting role for a hands-on leader ready to mentor a dedicated customer service team and collaborate closely with senior leadership. We anticipate career development will occur while completing the types of duties and responsibilities described below and through mentoring and close collaboration with senior-level employees.
Key Responsibilities:
Lead day-to-day customer service activities for Toll Roads customers, including account management, payment processing, DMV reviews, and transponder kit preparation.
Monitor and assess work processes, customer interactions, and procedures, identifying opportunities for improvement. Analyze data and recommend updates to policies and service methods.
Research, create, and implement innovative solutions that meet evolving customer needs and improve overall efficiency and results.
Train and develop employees to boost job-related skills and competencies. Create targeted training programs for the customer service function.
Provide leadership and support to Customer Service Supervisors, ensuring smooth service delivery and strong team management.
Consult on complex customer issues and guide supervisors and CSRs through problem-solving. Track the outcome of customer inquiries.
Stay up to date with new technologies and best practices, recommending tools, training, and work methods to maintain effective customer service operations.
Contribute to business development and marketing strategies to enhance awareness and promote FasTrack programs and services across the region.
Oversee projects, including planning, budgeting, and managing vendor relationships to ensure timely and high-quality completion.
Prepare written, oral, and visual reports for the Board of Directors, community groups, and other stakeholders.
Maintain a high level of customer service, using discretion and diplomacy to handle sensitive or challenging situations.
Experience and Qualifications:
Experience:
Minimum of 5+ years of progressively responsible experience in customer service, including two years in a supervisory role.
Proven experience managing teams in a high-volume, fast-paced environment, ideally in an inbound call center.
Experience leading a team of customer service professionals who perform high-quality work in an account management environment, preferably similar in size and complexity to the Customer Service and Account Management team.
Experience in an inbound call center environment is highly desirable.
Strong knowledge of modern customer service technologies and service delivery methods.
Ability to research, develop, and implement operational and administrative procedures that support the coordination of effective customer service practices and ensure quality standards are maintained.
Demonstrated knowledge of the principles and practices of effective employee supervision including selection, training, evaluation, discipline, motivation, and team building and employee development programs.
Skills:
Expertise in developing and implementing processes and procedures to support top-tier customer service operations.
Understanding of federal and state laws regarding revenue collection, as well as compliance with PCI standards.
Proficiency in employee supervision, including selection, training, evaluation, and team-building.
Experience in marketing, program outreach, and customer engagement strategies is highly desirable.
Exceptional customer service skills, with the ability to diffuse and resolve escalated or complex situations.
Strong analytical skills, with the ability to assess problems, propose solutions, and implement recommendations to achieve business goals.
Ability to foster positive relationships across teams, gain consensus, and maintain a collaborative work environment.
Demonstrated ability to analyze problems, identify alternative solutions, project consequences of proposed actions, and implement recommendations in support of agency goals.
Capacity to establish, maintain, and foster cooperative and collaborative working relationships with those contacted in the course of work; ability to gain cooperation and consensus through discussion and persuasion.
Ability to work in a fast-paced, office environment and balance multiple projects and deadlines.
Computer software proficiency using various programs from the Microsoft Office Suite (in particular Word and Excel), customer relationship management systems, such as Salesforce, and other PC-based applications.
The candidate selected for this position must successfully pass a pre-employment criminal background investigation and credit history verification; periodic re-checking of criminal background and credit history will be a condition of employment.
Other Requirements:
Proficiency in Microsoft Office Suite (especially Word and Excel) and CRM systems like Salesforce.
Must pass a pre-employment criminal background and credit history check; periodic rechecks will be required.
Spanish language skills (both written and verbal) are a plus.
Education:
Bachelor's degree in public/business administration, communications, marketing, or a related field.
Why You'll Love This Role:
This is an opportunity to lead a team in a dynamic and fast-paced environment. If you are a proactive problem-solver with a passion for customer service and team leadership, we'd love to hear from you!