WSP is currently initiating a search for a **Customer Service Lead** to support our Tolling Operations Team!

This position will work out of our **Concord, CA** office.

**JOB SUMMARY**

The Lead Customer Service Agent will help lead a team of representatives to provide exceptional customer service. This position will collaborate closely with Supervisor(s), the Training Department, and the QA/QC team to assist with coaching, training and development of staff. The Lead Customer Service Agent will handle escalated customer issues, ensuring timely and effective resolutions while providing operational support to enhance team performance and service delivery. In addition, the Lead Customer Service Agent will monitor key performance metrics, including Real-Time Adherence (RTA) and Back Office System (BOS) functionality, and will be responsible for identifying and reporting any irregularities.

**DUTIES AND RESPONSIBILITIES**

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