Customer Service Supervisor

About us:

In 2016, the Commonwealth of Virginia selected a Cintra-led consortium to finance, design, build, operate and maintain the express lanes on Interstate 66 Outside the Beltway. The project will transform this critical Northern Virginia artery to relieve congestion, improve safety and provide more predictable travel times. The project corridor extends approximately 22 miles along Interstate 66 from the Capital Beltway (I-495) to Gainesville (US Route 29). Once completed, the project will include three toll-free general-purpose lanes in each direction and two express lanes in each direction with a state-of-the-art open-road electronic toll collection system. Expanded transit service, park-and-ride lots and interchange enhancements will further improve travel along I-66. The project will also connect several shared use paths to create more multimodal options. As an innovative and efficient public-private partnership, this project will be completed at a $2.5 billion net savings for the Commonwealth of Virginia.

What makes us different? Our people come first. We want every single employee to develop both professionally and personally. With a strong focus on growth potential, we look to our internal employees as potential candidates for both national and international opportunities. We aim to achieve greatness by promoting from within every chance we get. We work hard and play hard and strive every day for success and achievement. With a diverse group of professionals working in a fast-paced environment, we achieve milestones constantly. And if that weren’t enough, we also offer our employees highly competitive insurance benefits, Paid Time Off, and a matching 401(k) program.

Job Description:

About the Role:

The Customer Service Supervisor ensures efficient customer service operations by maintaining service levels, monitoring agent performance, and overseeing escalations. They provide support for payment solutions, court-related inquiries, and high-balance accounts, while also managing research and resolution efforts. Key responsibilities include QA reviews, coaching, reporting, training updates, and operational coordination. They play a critical role in maintaining service quality, process adherence, and team performance through structured goal setting and collaboration.

Key Responsibilities:

• Conduct quality assurance for agents, including call and case management reviews

• Establish and monitor agent and team performance goals

• Provide support and guidance to payment solution customers (Option 2 assistance)

• Assist court customers with Option 2 services

• Manage and oversee payment plans for customers

• Handle payment solutions for accounts with high balances

• Support research and resolution agents with complex cases

• Conduct monthly one-on-one sessions with research and resolution agents

• Prepare and deliver monthly and weekly reports for customer service, payment solutions, research and resolution, and court matters

• Handle second-tier escalations to resolve complex customer issues

• Participate in quality calibration sessions to ensure consistency in service standards

• Communicate and implement training updates to the team

• Facilitate regular coordination between leads and supervisors

• Attend Operations & Maintenance meetings for ticket updates and rollouts

• Manage team communications through dedicated chat platforms

• Enforce adherence to documented procedures and matrices

• Oversee lockbox management and reconciliation processes

• Collaborate with agents and research and resolution leads to set performance goals

Qualifications:

• High school diploma or equivalent (associate or bachelor’s degree preferred)

• 2+ years of experience in customer service, collections, or related field

• Strong verbal and written communication skills

• Ability to multitask and manage time effectively in a fast-paced environment

• Proficiency in using CRM systems and call center software

• Strong problem-solving and conflict-resolution skills

• Experience with payment processing or financial services

• Familiarity with court-related customer service processes

• Bilingual (Spanish/English) is a plus

• Knowledge of S.M.A.R.T. goal setting and performance tracking