Call Center Customer Service Representative Lead
Call Center Customer Service Representative Lead
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Not Disclosed
Salary Not Disclosed
1 Vacancy
Job Description
About Us:
HJ Staffing is committed to delivering exceptional customer experiences while fostering a supportive and professional work environment. We are looking for a motivated and skilled Call Center Customer Service Representative leader to join our team and help drive our customer service excellence.
Job Summary:
The Lead Customer Service Representative provides leadership and coaching to a team of Customer Service Representatives (CSRs). This role involves monitoring employeecustomer interactions for quality and accuracy ensuring workloads and deadlines are met and supporting team members with escalated account research negotiations and payment plan agreements. This position is essential in maintaining a friendly professional and customerfocused environment.
Key Responsibilities:
- Team Leadership:
- Coach develop and motivate CSRs to meet performance and quality standards.
- Monitor team attendance and address improvement opportunities as needed.
- Ensure team workload deadlines and objectives are achieved.
- Customer Support:
- Handle escalated account research and negotiations and create payment plan agreements.
- Provide resolutions in line with company policies in a friendly and professional manner.
- Collaboration & Communication:
- Keep CSRs informed about procedural and product updates.
- Work with management to complete employee evaluations and recommend process improvements.
- Administrative Oversight:
- Ensure optimal time utilization and adherence to department objectives.
Required Qualifications:
- Education:
- High school diploma or GED from an accredited institution.
- Experience:
- Minimum of three years of customer service experience.
- Strong deescalation negotiation and interpersonal skills.
- Technical Skills:
- Proficient in Microsoft Office and other related software.
- Typing skills of at least 35 WPM.
- Other Skills:
- Knowledge of state statutes and requirements for toll violations and collection processes is preferred.
- Ability to prioritize tasks multitask effectively and maintain confidentiality.
EOE/VET/DIS
Required Experience:
Unclear Seniority
Employment Type
Full-Time
