WIC Bilingual Team Lead - Tampa

 Bi-Lingual Walk-In Center Team Lead

Hours of Operations: Monday – Friday 8a-6p, Saturday 8:00a-5p

Shift: 10am-6:30pm with rotating Saturday

Location: Tampa, FL Location

Responsibilities:

· Assist Supervisor with monitoring customer escalations and addressing them to resolve matters according to process procedures.

· Ensure excellent internal communication to help foster a customer-centric operation.

· Assist Supervisor in helping to maintain records of customer interactions or transactions; register new accounts; record details of inquiries, complaints, comments, and actions taken to resolve customer inquiries.

· Focus on contribution to overall department goals and targets to achieving and exceeding Service Level Agreement (SLA) goals and Key Performance Indicators (KPIs)

· Assist Supervisor with Walk-in Center ‘Opening’ and ‘Closing’ duties, as needed.

· Ensure reconciliation of records and payments and balance at the end of the day.

· Manage transponder inventory and fulfillment process.

· Perform other work as required and assigned

· Providing production services to client operations by performing administrative tasks such as data entry, document/image review, and processing

· Respond to all tolling and/or administration related customer inquiries and disputes

· Review of electronic documents and service requests

· Following standard operating procedures for process required transactions via mainframe or web-based applications to handle customers and/or other agencies’ service requests

· Adhere to confidentiality requirements and laws to ensure information is disseminated only to authorized individuals

· Providing great customer service

· All other duties as assigned

Requirements

- 6 months SunPass and/or Tolling Business Knowledge

- Customer Service Experience Effective and accurate written and verbal communication skills

- Effective problem-solving skills

- Experience with Vector application

- Ability to convey complex information in a clear and concise manner to ensure customers understand

- Certain data entry speed / accuracy requirements may apply depending upon primary focus of the position

- Computer function competency

- High School Diploma or GED Equivalent

- Performs clerical tasks as needed

Preferred Experience

· Store Management or Lead Experience

· Staff Management Experience

· Inventory Control Experience

· Experience with Vector application

· Cash Handling

Physical Requirements/Demands

All requirements are subject to possible modification to reasonably accommodate individuals with a physical disability).

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of their job.

While performing the duties for this job, the employee may be required/subjected to:

• Prolonged periods sitting at a desk, typing and working on a computer using repetitive motions.
• Standing, walking, lifting, carrying, reaching, pushing, and pulling. 
• Must be able to lift 15 pounds at a time.

Competencies

• Communication - Express ideas and deliver comprehensible messages, structuring them clearly and transparently while listening actively and being empathetic. Influences and creates an impact on others and shows strong negotiating skill. 
• Teamwork - Work with other, adopting collaborative and positive relationships to achieve common goals. 
• Change - Accept, embrace, and drive change, and innovation while being open to difference approaches, ideas, and proposals. 
• Results - Meets or exceeds goals and objectives by adopting an agile, dynamic, efficient, cost-oriented approach, eagerness, and optimism to get the best results. 
• Leadership - Build and lead the team toward common results, positioning oneself as a leader and role model for guiding, inspiring, and driving the performance and development of team members while spearheading a positive environment. 
• Strategic Mindset - Anticipates situations in the market while embracing the company's/department's strategic vision and mission. Achieves internal and external customer loyalty by utilizing quality and suitable proposed solutions. 

Why Work with Us

Reward & Recognition

We look after our talented teams, from market-competitive salaries to performance-based bonuses and flexible benefits packages. 

Be Part of Something Big

What's more exciting than being at the forefront of one of the fastest-changing industries? Join our team and make your mark on the new global economy. 

Flexible Work Schedule

Where possible, we'll help you work when you need to, because life happens. 

Everyone Has a Voice

Innovation doesn't know hierarchy. We make sure everyone is heard, considered, and respected. 

Room to Grow

Learning is built into every role here. You'll get mentorship and take ownership. 

Make Your Move

Come for a tech job. Stay for a BD career. We support exploring new fields right under our roof. 

All-Inclusive

Be yourself. That's who we're hiring. Our culture celebrates and supports the difference that makes each of us unique. It's how we build better products for the world...and career growth for you.