Customer Care Team Lead

The Customer Care Specialist Job Family is responsible:

• For providing front line, direct contact with clients and customers. This is principally done through receiving or placing telephone calls, however mail, express delivery, fax and other electronic methods (e-mail) are also possible means of communication.
• Uses computerized system for tracking, information gathering and/or trouble shooting the items raised by the client/customer.
• Recognizes consistent problem areas and reports to higher level for action.
• Seeks to retain account and/or suggest and encourage use of other services and products.
• Depending on area may promote and sell products and/or services and enter or confirm sales.
• Responds in a timely manner.
• Follow standard procedures and policies with more senior levels using greater latitude and judgment in responding to customers.

MAJOR AREAS OF ACCOUNTABILITY

• Lead, organize, motivate and coordinate the day to day work flow activities of associates that perform the duties required of a Customer Care Specialist or Sr. Customer Care Specialist to ensure deadlines/SLA's are met
• Act as a SME for department to answer procedural questions and assist in resolving complex or escalated issues
• Assist with inbound/outbound activity and/or assigned projects
• Ensure cooperation and coordination with other departments in the company
• Utilize knowledge of team, procedures, trending and call center reporting to recommend process improvements and efficiency gains.
• Ability to work in multi client/functional environment
• Assist in developing revised standards and methods
• Handle highly escalated supervisory type calls and other temporary assignments
• Mentor team based on low production or quality results.
• Oversee training of new hires and associate cross training initiatives, in addition to the creation and facilitation of training, as needed.
  

Overtime and/or Saturday hours may be required.

To review a video about our Service Center Operation, please click or copy/paste the following URL into a new browser window: http://www.youtube.com/watch?v=gfRzEfCtCvg

Education:

• High school diploma/GED required
• 4 year degree or equivalent work experience preferred

Knowledge and Skills:

• Knowledge of all of the duties of the Customer Care Specialist and Sr. Customer Care Specialist positions
• Strong computer skills, (ability to create, edit and analyze spreadsheets)
• Advanced skills at effective listening and communication (verbal/written) with internal and external personnel/customers/clients
• SME for Customer Care procedures, call processing & soft skill techniques.
• Strong attention to detail
• Proven ability to successfully prioritize and plan to meet goals
• Demonstrates leadership skills
• Works well in a fast paced/high stress environment
• Ability to easily adapt well to change and encourage others to do the same
• Works well in team environment and as an individual contributor
• Expert skills in thinking outside of the box to resolve complex/escalated problems
• Ability to effectively relay accurate and detailed information to various parties via in-bound and out-bound telephone calls, in team meetings, training sessions, and our clients.

Previous Experience:

• Minimum 3 years customer service in a insurance, banking, finance, mortgage lending or related experience
• Minimum 2 years demonstrated leadership experience