Customer Care Team Lead

  • Clear Rate Communications
  • 2600 West Big Beaver Road, Troy, MI, USA
  • Oct 11, 2022
Full time Customer Service Telecommunications

Job Description

Job Overview

The Customer Care Team Lead position supports Customer Care Representatives and assists the Customer Care Manager through daily management of representatives through motivating, developing, analyses and implementation of staffing, training, and scheduling.

Responsibilities

  • Lead representatives by example in regards to appearance, attitude, and adherence to policy/procedure to motivate high level performance.
  • Provide daily direction and communication to employees so customer calls are answered in a timely, efficient and knowledgeable manner.
  • Provide statistical and performance feedback and coaching on a regular basis to team members.
  • Communicate problems, achievements, suggestions, goals and other areas of importance to Customer Care Manager.
  • Maintain a high call answer rate by continuously monitoring the employee schedule and call queue and alerting backups to answer calls when needed, including answering calls as needed to avoid abandoned calls.
  • Holding CCR’s accountable for their Call Quality and Metrix Goals.
  • Provide recommendations and input for quarterly and annual employee reviews.
  • Post Moneygram and Checkfree batch payments on scheduled Saturday shift.
  • Submit weekly and monthly reports to Customer Care Manager as needed.
  • Work on special or ongoing projects that are important to area/process improvement.
  • Help with creating and maintaining Standard Operating Procedure (SOP).

Qualifications

  • High School diploma required. Associate’s or Bachelor’s degree preferred. A combination of education and experience will be considered.
  • 1+ years of experience as a Customer Care Representative (or alternative role).
  • Strong customer orientation with a demonstrated understanding of superior customer service techniques.
  • Proficiency with the MS Office package and CRM.
  • Excellent time management, organizational and communication skills.

Competencies

  • Customer Focus
  • Self-Awareness
  • Dependability
  • Problem Solving
  • Resiliency