Lead, Customer Care

Job Summary:

The Customer Care Lead position is responsible for providing quality and efficient service to customers by assisting with the daily responsibilities of the Representatives. The position is responsible for assisting management with Representative training, development, standard operating procedures, processes, analyses, and reward/recognition program.

• Serves as the first escalation point for all Representative issue identification and resolution keeping management informed
• Support the customer service representatives by answering their questions and assisting new employees with building their knowledge base
• Work assertively to develop and maintain “best in class” service through pro-active issue identification and resolution
• Ability to monitor call queues and take necessary actions to ensure coverage and issue resolution
• Research and recommend training needs through surveys, tests, and interviews with employees to develop new programs and improve existing programs.
• Evaluate results and provide feedback in a timely fashion
• Audit performance by listening to calls and reviewing emails to ensure processes and procedures are followed
• Provide coverage during peak times or while agents are out of the office.
• Regular attendance is required.
• This is not an all-inclusive list of job requirements and/or duties and may not contain all mental and physical capabilities necessary to perform the job at all times due to circumstances. Operational, safety and other needs may require the employee to perform any and all other duties as assigned. Employees are expected, and must be able to perform all such duties and tasks.

Qualifications:

• High School Diploma or General Education Degree (GED), or any combination of education and experience which would provide an equivalent background
• 2 years of experience supporting a call center staff with emphasis on training and productivity required
• Ability to handle a wide array of complex responsibilities with accuracy, finesse and enthusiasm required
• Ability to motivate, inspire and build relationships leading by example required
• Strong verbal, listening and telephone skills required
• Demonstrated ability to rapidly gain product knowledge and effectively communicate it to agents preferred
• Strong computer skills
• Strong attention to detail and good follow-up skills
• Ability to adjust without hesitation when priorities change
• Good judgment; knows when to escalate issues and when to try to resolve
• Must be able to lift approximately 20 lbs., or more if required by the essential functions of the job
• Must be able to comply with all company policies, rules, procedures and Code of Conduct
• Must be able to interact well with others
• Must be able to work independently, or in a team setting
• Must be capable of working under tight time constraints in a high volume environment with multiple priorities
• Responds well to questions; Ability to read, interpret and comply with written information and documents such as safety rules, operations / procedure manuals and maintenance instructions with a high comprehension and concentration level to include the ability to meet deadlines
• Must pass a pre-employment drug screen, random drug and/or alcohol tests, and will be subject to a criminal history background check
• Must be authorized to work in the United States

Physical Demands:
The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. While performing the duties of this job, the employee is regularly required to talk or hear. Specific vision abilities required by this job include close vision, distance vision, peripheral vision, depth perception and ability to adjust focus. The employee is frequently required to sit and use hands to finger, handle, or feel or operate computers and other standard office equipment. The employee is occasionally required to stand, walk, lift, twist, turn and reach with hands and arms. The employee must be capable of lifting a minimum of 20 lbs., or more if required by the essential functions of the job.

Work Environment:
The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. The noise level in the work environment ranges from quiet to loud as required by the essential functions of the job.

Estes values a diverse workforce and affirmatively promotes a co