Lead Customer Care Specialist

Position Overview:

The Lead Customer Care Specialist is responsible for overseeing the daily operations of the Work Zone programs including: continuously monitoring customer queues to ensure timely responses and issue resolution. Analyze queue metrics to identify trends and areas of improvement. Maintain and enforce high standards of customer service across all interactions. Address and resolve complex customer issues promptly and efficiently.

Duties and Responsibilities:

• Act as primary contact for escalated customer issues, providing clear and concise communication.
• Facilitate all communication between customers, team members, and other departments to ensure alignment and transparency.
• Maintain comprehensive knowledge of all processes related to Work Zone programs.
• Identify and implement solutions for any customer-related issues or complaints.
• Collaborate with relevant teams to develop and improve processes that impact customer experiences.
• Generate and analyze daily/ monthly reports ensuring accuracy and timely delivery.
• Manage Call Center escalations, ensuring issues are addressed promptly and efficiently.
• Support Call Center operations, including monitoring calibrations, assisting with Call Center reporting, performance tracking and maintaining compliance with standards.
• Foster a collaborative team environment, encouraging team work and mutual support.
• Ensure alignment with Business Requirements (BRQ) and company standards.
• Partner with the implementation team on projects related to customer processes and expectations.
• Additional tasks as assigned.
  
  

Qualifications:

High School Diploma or Equivalent

• Intermediate computer skills using Microsoft Office (Word, Outlook, SharePoint, and Excel).
• Excellent communication, both verbal and written.
• Strong knowledge of customer service processes and best practices.
• Demonstrated ability to solve complex problems and make decisions under pressure.
• Strong analytical skills and attention to detail.
• Make sound decisions and accept / act upon constructive feedback.
• Adhere to professional behavioral expectations and the ability to work well with different groups and departments.
• Must be able to operate effectively and reliably in office and/or at home.
• Drug Test, Background Check and Fingerprint are required.
• Capable of sitting or standing for extended periods will be a requirement.
• Ability to work collaboratively in a team environment
  
  
  
  

Verra Mobility Values



An ideal candidate for this role naturally works in alignment with the Verra Mobility Core Values:

• Own It. We focus on high performance and drive toward breakthrough outcomes. Our employees ensure accountability, optimize and align work, focus on the customer, and cultivate innovation.
• Do What's Right. We champion integrity and good character. Our team members model ethical behavior, demonstrate good judgment and are courageous.
• Choose Courage Over Comfort. We lean into the conversations, decisions and actions that move the business forward, even when they feel uncomfortable. We challenge assumptions, address issues early and prioritize progress over ease.
• Win Together. We believe in growing and inspiring people together. We seek people who collaborate, value differences, think and act globally, foster an engaging work environment, and recognize and develop others.
  
  
  
  

With your explicit consent which you provided as part of the application process, we will retain candidate personal data solely for the business purpose for which it was collected. In no event will we retain such data more than two (2) years following the closure of the recruitment process relating to the role for which you applied or in the event other related job opportunities arise within the company. Verra Mobility Applicant Privacy Notice

Verra Mobility is an Equal Opportunity Employer. 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.