(Team Lead) Customer Experience Associate IV - (Onsite)

$19.00/HR

Great Benefits

PAID TRAINING!

Summary:

As a (Team Lead) Customer Service Representative IV- Onsite, you will be supporting our client’s customers as a first point of contact and resolving questions concerning their accounts.

What you will be doing:

• Monitor an assigned team of Customer Service Representatives (CSRs) in the fast-paced CSC, being always accessible to the Manager, Supervisors and CSRs.
• Drive compliance to Call Center call handling procedures with the objective of meeting contractual call metrics by monitoring CSR call handling activity through use of the Call Monitoring Systems.
• Be knowledgeable in Vector policies and procedures and guide delivery of excellent and accurate customer service by CSRs.
• Handle escalated calls in a timely and professional manner ensuring that all customer cases are followed through to closure.
• Conduct weekly touchpoint meetings with your assigned team of CSRs to provide performance feedback and communicate benchmarks for performance.
• Assist the Supervisor in assigning work tasks to CSRs, make recommendations for scheduling, and take an active role in the training of new hires.
• Assist with payroll and attendance records processing as required. Be able to act as a supervisor stand in as needed.
• Be open to cross-functional training to provide coverage for other departments.
• Possess good writing skills and be able to communicate effectively to clearly convey status updates and report system and procedural issues.

• Full Time Employment
• Hourly rate of $19.00
• Paid Training
• Career Growth Opportunities
• Full Benefit Options
• Great Work Environment
• Work Schedule: 2pm-11pm

People who succeed in this role have:

• The ability to convey complex information in clear and concise terms to ensure customer understanding.
• Strong work ethic.
• Effective and accurate written and verbal communication skills.
• Effective problem-solving skills.
• Can navigate multiple applications and research solutions with ease
• Love helping people and guiding them to the best solution for their issue
• Are excited by innovative technology
• Provide calm conflict resolution and problem solving for frustrated customers
• Can work in a structured environment for the duration of your allotted, full-time schedule taking high-volume calls from customers
• Can commit to 100% attendance for three to five weeks of paid training

Requirements

• Must be at least 18 years of age or older.
• Must have a High School Diploma, or GED
• A minimum of 1 year experience in Call Center or Customer Services
• Previous experience in a leadership role a plus
• Must be able to successfully pass a background check, credit check and fingerprint.

Join a rapidly growing organization that can support your career goals

Apply Today!