Navient Team Lead, Customer Service in Louisville, Kentucky

Founded in 1991, Gila, LLC offers business process outsourcing focusing on revenue enhancement services. We serve state governments, transportation authorities, municipal government entities and other public entities, using a technology platform that delivers exceptional customer service. GILA LLC is a wholly owned subsidiary of Navient Corporation. Headquartered in Wilmington, Delaware, Navient employs team members in Southwest OH, Western New York, Northeastern Pennsylvania, Indiana, Tennessee, Texas, Virginia, and other locations. Learn more at navient.com.

The Team Lead will assist customers with walk in payments and reconcile daily payments. This is a beginning leadership position which will assist the supervisory team in reconciliation, training and other leadership tasks. This role will also assist the supervisor with daily operations including helping agents and taking escalation calls related to customer concerns/questions, to address an effectively disposition customer service providing assistance to customers with new account enrollment, account replenishment, account maintenance, payments, tag fulfillment, disputes, inquiries and video billing/violation related matters. Will work in conjunction with Commercial Agents in the call centers to manage and resolve accounts related to commercial account holders.

Additionally, the Team Lead will also assist with Special Event/Mobile Walk Up Center assignment/events.

Other Job Responsibilities Include:

  • Provide excellent customer service related to toll charges and toll violations

  • Monitor the Customer Service Center and answer customer service representatives' questions.

  • Provide side by side training.

  • Assist supervisor in meeting and exceeding daily, weekly and monthly goals.

  • Other job duties/responsibilities as assigned by management.

Hours of Operation of the Customer Service Centers:

Monday - Friday: 7AM - 7PM

Saturday: 8AM - 2PM

Must Have:

  • High School Diploma or Equivalent

  • Customer Service Experience

  • Must have a valid driver's license

Preferred Requirements:

  • One year of customer service experience in a walk up/retail environment

  • Bilingual (English/Spanish)

Skills and Knowledge:

  • Cash handling and ability too balance multiple daily totals to ensure customer payment accuracy

  • Ability to maintain a positive interaction with customers, regardless of customer disposition.

  • Type 35 wpm or higher

  • Ability to navigate Tolling systems.

  • Ability to learn and have comprehensive knowledge of toll processes.

  • Knowledge of windows operating system

  • Basic math skills

  • Written and verbal communication skills

  • Ability to provide limited supervision in the absence of the supervisor

  • Regular attendance during regular scheduled business hours

  • Ability to work in a Mobile Office providing tolling tags to customer in a non-office location(s)

  • Ability to provide knowledge of the tolling product, where the tolling product is accepted and possible upsell to EZPass

  • Ability to drive a Mobile Van for events

All offers of employment are contingent on standard background checks. Navient and certain of its affiliated companies are federal, state and/or local government contractors. Should this position support a federal government contract, now or in the future, the successful candidate will be subject to a background check conducted by the U.S. Government to determine eligibility and suitability for federal contract employment for public trust or sensitive positions. Positions that support state and/or local contracts also may require additional background checks to determine eligibility and suitability.

EOE Minority/Female/Disability/Protected Vet/Sexual Orientation/Gender Identity.

Navient Corporation and its subsidiaries are not sponsored by or agencies of the United States of America.

Navient is a drug free workplace.