Position: Lead Customer Service Specialist
Location: 3400 N Central Expy, Suite 410, Richardson, TX, 75080 (in-office)
Schedule: Monday-Friday, 7:00am-4:00pm or 9:00am-6:00pm
Pay: $25.00-$27.00 per hour
Overview
The Lead Customer Service Agent is responsible for monitoring the customer service activities of multiple Customer Service agents to ensure KPI’s and excellent service levels are met. Provides direct monitoring of inbound and outbound call performance to mentor and ensure inbound/outbound call quality and standards are met and/or exceeded. Conducts organized and impromptu agent training on calls and audits. Performs scheduled one on one sessions with team members monthly. Handles customer service requests, appointment booking, customer questions, complaints, and billing inquiries with the highest degree of courtesy and professionalism to resolve customer issues with one-call resolution. Responsible for directly assisting the Customer Support Center Supervisor in the day-to-day operations of the support center. Performs support functions such as call loading, dispatching, and schedule monitoring as needed. Ensures all results produced meets product/service standards and exceeds quality standards.
Responsibilities
Demonstrate proficiency in inbound and outbound call handling KPI’sRecognized by peers as an authority in support center operations and inbound call handling procedures and processesExemplary attendance record and on-time job performancePreparation, organization and presentation of training and related training materialsLive monitoring of inbound and outbound call performance and direct coaching as neededManager to ensure that capacity demands are metContinually maintain working knowledge of all company products, services, and promotionsAbility to accept empowerment and to be prepared to make decisions regarding customer satisfaction with confidenceDispatch as needed to improve accuracy in scheduling and speed of responseAssist in maintaining overall support center performance metrics;Answering incoming phone calls from customers and other support center duties as assignedMaintain good customer relations and ensure that all calls meet Service Experts’ standardsHandle and resolve a variety of customer concerns, complaints, and questions by phone, email, Chat, (questions may include billing inquires, technician ETA, scheduling issues, and general company product and service questions)Resolve problems by clarifying issues, researching, exploring answers/alternative solutions, implementing solutions, and escalating unresolved issuesMaintain customer records by updating account informationCommunicate with customers on the status of service calls and handle escalations as needeQualifications
High School Degree2 years in customer service and/or call center (preferred)1 year as a Service Expert’s Customer Support Center Sr. AgentExcellent verbal and written communication skillsExcellent interpersonal communication abilitiesAbility to navigate multiple systemsMulti-tasking a mustAbility to perform under stressExperience Handling PII and other sensitive dataService Experts offers a comprehensive benefits package designed to support employees and their families in managing their health and wellness needs. Following is a summary of the many benefits that could be available to you as a Service Experts valued employee.
Competitive Pay, including incentive opportunities for many positionsPaid Time Off and Company Holiday Pay Medical /Dental /Vision Insurance programs401(k) Retirement Savings Plan with company matching contributionsLife Insurance, for you and options you can elect for your familyShort-term and Long-term disability insurance options, that protects you and your family if you are unable to workSupplemental benefit programs such as: Legal advice, pet insurance, health advocacy programsWorld Class Training opportunities through our Experts UniversityCareer Development opportunities Apply