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Customer Care Team Lead

Employer
Assurant
Location
Springfield, Ohio
Salary
Not Specified
Closing date
Mar 18, 2019

View more

Category
Customer Service, Sales
Job Type
Not Specified
Career Level
Not Specified

Job Details

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.

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

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Company

At Assurant, we protect, connect and support major consumer purchases ... like homes, cars, appliances, and phones ... in partnership with industry-leading brands.

The brands people trust ... trust Assurant.

We help our clients connect and protect over 300 million consumers around the world.

We have 125 years of experience, 14,000 employees and operate in 21 countries.

Our unwavering purpose

We protect what matters most.

Our uncompromising values

Common sense, common decency, uncommon thinking and uncommon results guide the way we support our customers and work with each other. guide the way we support our customers and work with one another.

COMMON SENSE

We seek simple, straightforward solutions that keep life running smoothly for the clients and consumers we serve.

COMMON DECENCY

We act with integrity. We treat others with respect, courtesy, and kindness. We’re honest, transparent and committed to doing the right thing.

UNCOMMON THINKING

We're never satisfied with the status quo. We seek diverse perspectives and thrive on challenge. We believe there's always a way to build upon our successes.

COMMON RESULTS

We focus on actionable solutions that deliver measurable results. We approach each challenge with a sense of urgency, striving to exceed every expectation.

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