Customer Care Lead (Administrative)
Customer Care Team Lead - 9:00AM - 5:30PM or 10:30AM - 7:00PM
Major Responsibilities
· Provides daily leadership support to customer care team to meet customer and organization expectation.
· Provide coaching sessions to associates as required.
· Helps resolves customer disputes serving as escalation point as needed.
· Assist in communicating and/or documenting work procedures and processes that support organizational and departmental standards, procedures and strategic initiatives.
· Gauge pulse of associate, virtual queues and task related activity work and communicate to leadership with trends and/or opportunities for improvement.
· Participates in on-boarding of new associates through coaching and training after new hire orientation.
· Identifies system, workflow or process improvements to enhance the team's efficiency
· Accurately access situations by researching and gathering data to escalate information to leaders and/or associates as needed.
· Work with departments outside of Customer Care to resolve the request in a timely fashion.
· Support local or cross functional project teams by participating as SMEs (Subject Matter Expert) or project lead.
· Function in various customer care role(s) when needed to support peak timeframes.
· Maintains current and accurate knowledge of system, product, vendor, and company procedures, policies and to support professional growth.
· Understands and demonstrates the Company Core Values.
· Seeks ways to contribute to the company's overall success.
· Performs other duties as assigned
Skills/Knowledge Required
· Exceptional customer service skills.
· Exceptional oral and written communication skills.
· Professionalism, with ability to balance urgency and decisiveness with customer service relationship skills and attention to detail
· Ability to interact and communicate with all levels of the company
· Strong time management and organizational skills, including ability to manage and prioritize multiple tasks.
· Ability to interact and communicate with all levels of the company
· Planning: aligns own work plan with plans and processes of the department.
· Managing Execution: acts resourcefully to ensure that work is completed within specified time and quality parameters
· Engage and Inspire: projects a positive image and serves as a role model for others
· Building Relationships: relates to people in an open, friendly and accepting manner
· Leveraging Diversity: works cooperatively with people who have different backgrounds, knowledge, styles, talents, perspectives, values and beliefs
· Demonstrate the ability to effectively lead, train and peer coach with role model approach.
· Advanced proficiency to navigate Company tools and resources as required by role.
Education and Experience
Ÿ High school diploma, or GED required;
Ÿ Bachelor's degree preferred
Ÿ Minimum 2 to 5 years customer service/leadership experience including effectively managing escalated issues, rapport establishment, product knowledge tools, research, problem solving, and solution implementation plus 1 year of internal care experience preferred.
Equal Opportunity Employer/Protected Veterans/Individuals with Disabilities
The contractor will not discharge or in any other manner discriminate against employees or applicants because they have inquired about, discussed, or disclosed their own pay or the pay of another employee or applicant. However, employees who have access to the compensation information of other employees or applicants as a part of their essential job functions cannot disclose the pay of other employees or applicants to individuals who do not otherwise have access to compensation information, unless the disclosure is (a) in response to a formal complaint or charge, (b) in furtherance of an investigation, proceeding, hearing, or action, including an investigation conducted by the employer, or (c) consistent with the contractor's legal duty to furnish information. 41 CFR 60-1.35(c)
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