Client Services Team Lead

Department: Client Services

Employment Type: Full Time

Location: Wauconda, IL

Compensation: $28.00 - $32.00 / hour

Description

The Client Services Team Lead ensures client satisfaction by providing timely, efficient, accurate, and friendly service via telephone and email systems. This position trains and instructs new department personnel and existing personnel on new processes and procedures. 

ESSENTIAL FUNCTIONS

• Under occasional supervision, helps coordinate the workflow through the department support staff
• Assists in employee training to improve employee effectiveness
• Also provides leadership and guidance to promote growth and strength within the Team
• Researches and resolves inquiries and complaints, including escalated calls, to ensure customer retention and satisfaction. Analyzes and determines root cause when problem solving.
• Maintains up-to-date knowledge of new administrative procedures, programs, etc., and disseminates information to employees
• Assists supervisor/manager with tracking of KPI's and SOP's and keeping them up-to-date
• Communicates with other departments and management to resolve problems and expedite work
• Trouble shoot new client request, working within the confines of the system and warehouse processes
• Will be responsible to keep all customer compliance and routing guides up to date, educate client service reps, other departments on rules to follow in order to maintain compliance
• Work with the AR team to dispute any compliance charge backs

Required Skills

• Ability to communicate effectively to a variety of audiences
• Analytical
•  Detail oriented
• Works well in a challenging, fast-paced environment

Required Experience

• Previous customer service/call center and (or) data entry experience preferred
• Computer proficiency with MS Office, Internet (Word, Excel, and Outlook) are preferred
• High School Diploma required
• Minimum of 5 years call center/customer service experience is preferred