Customer Service Representative III – Team Lead

WSP is currently initiating a search for a Customer Service Representative III – Team Lead!

This position sits out of our Costa Mesa, CA office.

JOB SUMMARY 

The Customer Service Representative III – Lead (CSR III) will provide real-time support to the customer service center staff in resolving customer inquiries. They will partner with Customer Service Supervisors to assist with coaching and training.  The Customer Service Lead will monitor call center Real-Time 

Adherence (RTA) and Back Office System (BOS) functionality and report any irregularities.   

DUTIES AND RESPONSIBILITIES 

• Promote positive customer relations with customers and coworkers 
• Assist customers and coworkers in a courteous, polite, and professional manner at all times 
• Provide daily direction and communication to customer service center (CSC) staff so that customer calls are answered in a timely, efficient, and knowledgeable manner 
• Assist customers in resolving complaints and disputes   
• Use sound judgement to minimize complaints referred to designated supervisors or departments for investigation 
• Assist with training staff related to individual training on areas where improvement is needed 
• Assist customers with special problems referred from other Customer Service Representatives (CSR) in a timely manner,   
• Respond to customer chat and text to answer questions and provide assistance when needed 
• Maintain a thorough knowledge and understanding of the customer service center and operations to assist customers and resolve problems 
• Resolve product or service problems by clarifying the customer's complaint, determining the cause 
• of the problem; selecting and explaining the best solution to solve the problem; expediting correction or adjustment; following up to ensure resolution 
• Quickly and accurately identify and assess individual needs, as well as take the appropriate action steps to satisfy those needs 
• Maintain customer records by updating account information. 
• Resolve and close open cases in timely manner 
• Process customer disputes 
• Process the closing of customer accounts and initiate refunds when required 
• Assist with daily CSR close-outs procedures and floor supervision 
• Assist in establishing work procedures and processes that support the departmental standards, procedures and strategic directives 
• Assist Customer Service Center Supervisors with CSC duties such as creating and maintaining 
• Word and Excel report provide to client and ensure CSRs are meeting productivity requirements 
• Complete required quality assurance CSC audits up to and including internal monitoring, email correspondence and data entry accuracy and provide immediate coaching and feedback to CSR. 
• Assist Workforce Management coordinator by utilizing software to ensure to manage real-time adherence   
• Handle confidential information and assignment of special projects as needed 
• Consistently meet established productivity, schedule adherence, and quality standards. 
• Communicate effectively with a variety of people across various levels both within and outside the organization. 
• Make positive suggestions on improving and streamlining workflow processes and enhancing profitability 
• Develop a strong teamwork ethic 
• Follow communication procedures, guidelines, and policies 
• Provide face-to-face customer service with walk-in center customers when required 
• Respond to customer emails from the customer service email inbox to answer questions and provide assistance when required 
• Special projects and other duties as assigned 

QUALIFICATIONS 

• To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. 
• Ability to work well with other employees as a team 
• Excellent phone etiquette 
• Excellent verbal communication skills 
• Excellent attendance and punctuality 
• Enjoy providing prompt and timely service to our customers 
• Be extremely detail-orientated, efficient and possess superior written and verbal communication 
• Possess strong interpersonal skills and have compassion and empathy for customer situations 
• Be energetic, self-motivated, and quick-thinking 
• Ability to work in a team environment or independently while being flexible and open to learning new 
• experiences in a fast‐paced changing environment 
• Ability to read and comprehend normal instructions, correspondence, and memos