AECOM Call Center Lead in Renton, Washington

United States of America - Washington, Renton

Job Summary

AECOM is seeking a Call Center Lead to be based in our Renton, WA location.

This position reports to the Call Center Supervisor, assisting in the management of daily planning, operations, and

problem-solving for a team of agents within the call center to ensure the required service level components, standards,

and other delivered goals and targets are met or exceeded. Also responsible for assisting in communicating and coaching

the team to ensure delivery of a consistently superior customer experience by highly knowledgeable and customer focused

agents, and to act as the communication conduit between CSRs and supervisors. Lead CSRs will be required to

meet the same job performance measures set for the team when not working on team lead functions.

Responsibilities:

  • Answers incoming calls and makes any necessary follow-up outbound calls.

  • Researches and resolves customer issues.

  • Writes and receives correspondence via fax, mail, and email.

  • Processes customer service adjustments, feel reversals, toll adjustments and other reversals/adjustments

  • transactions as needed in the system.

  • Assists in resolution of escalated issues by monitoring, reviewing and resolving issues that are flagged for

  • follow-up in the system.

  • Assists in the processing of returned checks, reversing the payment transaction, assessing the fee, and

  • preparing the notification letter for mailing.

  • Assists CSC Supervisor in addressing escalated issues that occur on the call center floor.

  • Assists CSC Supervisor in providing daily direction and communication to employees to ensure customer

  • service calls are answered in a timely, efficient, and knowledgeable manner. Must be available to employees

  • who experience work-related problems providing appropriate coaching, counseling, direction, and resolution.

  • Knowledgeable in processing transactions and video bills into the system; receiving and processing payments;

  • updating accounts and notices; and opening new accounts.

  • Provides feedback to CSC Supervisor on issues and/or training opportunities identified through assistance to

  • call center staff, escalating performance issues, as observed, to the CSC Supervisor for corrective action as

  • required.

  • Works as a lead of special or ongoing projects that are important to area/process improvement.

  • Performs other tasks as assigned

Minimum Requirements

Education:

  • High school diploma or graduate equivalency (GED).

Experience:

  • 6 years related experience in customer service or call center environment.

  • Strong process, analytical and organizational skills.

  • Demonstrated productivity in a team environment, focusing on customer satisfaction.

  • Highly developed sense of integrity and commitment to operational excellence.

  • Effectively communicate via written, verbal, and electronic correspondence.

  • Must possess strong computer skill-sets with emphasis on MS-Office products such as Excel and Word are highly desirable.

Preferred Qualifications

  • Experience with workforce management scheduling.

  • Current tolling experience.

Additional Information:

  • Qualified applicants who are offered a position must pass a pre-employment substance abuse test.

  • This position does not include sponsorship for United States work authorization.

  • Relocation benefits are not available for this position.

What We Offer

When you join AECOM, you become part of a company that is

pioneering the future . Our teams around the world are involved in some of the most cutting-edge and innovative projects and programs of our time, addressing the big challenges of today and shaping the built environment for generations to come. We ensure a workplace that encourages growth, flexibility and creativity, as well as a company culture that champions

inclusion, diversity and overall

employee well-being through programs supported by company leadership. Our

core values define who we are, how we act and what we aspire to, which comes down to not only

delivering a better world , but working to “make amazing happen” in each neighborhood, community and city we touch. As an Equal Opportunity Employer, we believe in each person’s potential, and we’ll help you reach yours.

Job Category Transportation Operations Management / Traffic Monitoring

Business Line Construction Services

Business Group Construction Services Group (CS)

Country United States of America

Position Status Full-Time

Requisition/Vacancy No. 210828BR

Clearance Required No

Qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, sexual orientation, gender identity, disability or protected veteran status.