WSP is currently initiating a search for a Processing Representative III – Team Lead for our Costa Mesa, CA office.JOB SUMMARYThe Processing Representative III – Lead will provide real-time support to the processing, fulfillment and mailroom staff in resolving customer inquiries and workload assistance. The Lead will partner with the Violations Processing Supervisor to assist with coaching and training. The PR III will also review compilation of documentation related to administrative hearings, perform judgement quality assurance reviews, handle customer escalations and resolutions. Lead may be reassigned on a long term or temporary basis to other shifts or other schedules to balance manpower or meet the needs of the company.DUTIES AND RESPONSIBLITIES
Include some or all of the following. Supervisor may assign other duties as needed.
Promote positive customer relations with customers and coworkers
Maintain a thorough knowledge and understanding of the customer service center and operations to assist customers and resolve problems
Provide daily direction and communication to processing staff so that customer inquiries and cases are resolved in a timely, efficient, and knowledgeable manner
Use sound judgement to minimize complaints referred to designated supervisors or departments for investigation
Assist with training staff related to individual training on areas where improvement is needed
Assist customers with special and/or challenging issues referred from other Processing Representatives (PR) in a timely manner
Respond to customer chat and text and provide assistance when needed
Resolve product or service problems by clarifying the customer's complaint; determining the cause of the problem; selecting and explaining the best solution to solve the problem; expediting correction or adjustment; following up to ensure resolution
Quickly and accurately identify and assess individual needs, as well as take the appropriate action steps to satisfy those needs
Maintain customer records by updating account information.
Resolve and close open cases in timely manner
Assist with daily shift close-out procedures and floor supervision
Assist in establishing work procedures and processes that support the departmental standards, procedures and strategic directives
Assist Violations Processing Supervisor with processing duties such as creating and maintaining client reports and ensure PRs are meeting productivity requirements
Complete required quality assurance audits up to and including internal monitoring, email correspondence and data entry accuracy and provide immediate coaching and feedback to PR
Assist Workforce Management staff by utilizing software to ensure to manage real-time adherence
Handle confidential information and assignment of special projects as needed
Perform judgement quality assurance review
Interface and coordinate with Administrative Hearing Officer
Schedule administrative hearings and reserve conference rooms for hearings
Review documentation compiled for administrative hearing reviews
Assist with processing, fulfillment and mailroom services when required
Assist with customer service calls and overflow call handling when required
Consistently meet established productivity, schedule adherence, and quality standards.
Communicate effectively with a variety of people across various levels both within and outside the organization.
Make positive suggestions on improving and streamlining workflow processes and enhancing profitability
Develop a strong teamwork ethic
Follow communication procedures, guidelines, and policies
Other duties as assigned
QUALIFICATIONSTo perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required.
Excellent phone etiquette
Excellent verbal communication skills
Excellent attendance and punctuality
Enjoy providing prompt and timely service to our customers
Be extremely detail-orientated, efficient and possess superior written and verbal communication
Possess strong interpersonal skills and have compassion and empathy for customer situations
Be energetic, self-motivated, and quick-thinking
Ability to work in a team environment or independently while being flexible and open to learning new experiences in a fast‐paced changing environment
Ability to read and comprehend normal instructions, correspondence, and memos
Ability to effectively present information in one‐on‐one situations to customers, clients, and other employees of the organization
Ability to apply common sense understanding to carry out detailed written or oral instructions
Ability to deal with problems involving a few concrete variables in standardized situations
Strong computer skills required, strong data entry skills, 10-key by touch and various Microsoft Office programs
Ability to achieve and maintain departmental performance standards
Strong ability for problem solving, effectively analyze results, lead, motivate, develop and coach staff
Ability to work under pressure, meet deadlines and be accountable for the performance of others
Ability to apply common sense understanding to carry out detailed written or oral instructions
Ability to work flexible eight (8) hour shift between 7:00 a.m. to 7:00 p.m. Monday to Friday
Must be able to pass background and drug screenings
Ability to achieve and maintain departmental performance standards
PHYSICAL DEMANDS
Ability to safely and successfully perform the essential job functions consistent with the ADA, FMLA (Family Medical Leave Act) and other federal, state, and local standards, including meeting qualitative and/or quantitative productivity standards.
Ability to adhere to strict attendance requirements
Primarily sedentary physical work requiring ability to lift a maximum of 10 pounds
Must be able to lift, carry, walk, and stand
Vision for reading, recording, and interpreting information
Frequent speech communication, hearing and listening to maintain communication
Daily use of computer and keyboard, standard office equipment and telephone
Ability to access, input, and retrieve information from the computer
Frequent hand/eye coordination to operate computer keyboard and office equipment
Noise level in the work environment is quiet to moderate
SUPERVISORY RESPONSIBLITIESThis position will have indirect supervision over processing, fulfillment and mailroom department. Provide support to processing, fulfillment and mailroom staff and training. Will provide support to management.EDUCATION AND/OR EXPERIENCE
High school diploma or general education degree (GED)
One (1) year customer service and/or training equivalent combination of training and experience required
Lead experience preferred
Bilingual Spanish is a plus
Bilingual Vietnamese is a plus
WSP BenefitsWSP provides a comprehensive suite of benefits focused on a providing health and financial stability throughout the employee’s career. These benefits include coverage related to medical, dental, vision, disability, and life; retirement savings; paid sick leave; paid vacation (or other personal time); paid parental leave; and paid time off for purposes of bereavement, voting, and/or attendance at naturalization proceedings.CompensationExpected Pay (California only): $20.63/hr - $30.92/hrWSP USA is providing the compensation range that the company in good faith believes it might pay and offer for this position, based on the successful applicant’s education, experience, knowledge, skills, abilities in addition to internal equity and specific geographic location. WSP USA reserves the right to ultimately pay more or less than the posted range and offer additional benefits and other compensation, depending on circumstances not related to an applicant’s sex or other status protected by local, state, and/or federal law.#LI-MC1About WSPWSP USA is the U.S. operating company of WSP, one of the world's leading engineering and professional services firms. Dedicated to serving local communities, we are engineers, planners, technical experts, strategic advisors and construction management professionals. WSP USA designs lasting solutions in the buildings, transportation, energy, water and environment markets. With more than 15,000 employees in over 300 offices across the U.S., we partner with our clients to help communities prosper.www.wsp.comWSP provides a flexible and agile workplace model while meeting client needs. Employees are also afforded a comprehensive suite of benefits including medical, dental, vision, disability, life, and retirement savings focused on providing health and financial stability throughout the employee’s career.At WSP, we want to give our employees the challenges they seek to grow their careers and knowledge base. Your daily contributions to your team will be essential in meeting client objectives, goals and challenges. Are you ready to get started?WSP USA (and all of its U.S. companies) is an Equal Opportunity Employer Race/Age/Color/Religion/Sex/Sexual Orientation/Gender Identity/National Origin/Disability or Protected Veteran Status.The selected candidate must be authorized to work in the United States.NOTICE TO THIRD PARTY AGENCIES:WSP does not accept unsolicited resumes from recruiters, employment agencies, or other staffing services. Unsolicited resumes include any resume or hiring document sent to WSP in the absence of a signed Service Agreement where WSP has expressly requested recruitment/staffing services specific to the position at hand. Any unsolicited resumes, including those submitted to hiring managers or other business leaders, will become the property of WSP and WSP will have the right to hire that candidate without reservation – no fee or other compensation will be owed or paid to the recruiter, employment agency, or other staffing service.