Customer Service Team Lead

Folsom, CA 95630

Posted: 12/05/2018 Industry: Customer Service Representative Job Number: 3531110
JOB RESPONSIBILITIES: 1. Coordinate unit call center operations and activities2. Monitor performance and provide feedback and coaching of staff to improve performance (perform QC evaluations)3. Manage inbound and outbound calls that are routine in nature, answer inquiries by clarifying information; researching, locating, and providing relevant information4. Follow procedures and scripts, using fundamental knowledge to navigate information systems and/or CRM system(s)5. Assist team members in maintaining and collecting sensitive case documents to ensure service level standards are met, or exceeded; and monitor the training and process needs of staff to support customer needs6. Work with Call Center Supervisor to schedule and organize personnel to effectively monitor call center coverage and production meets or exceeds quality standards7. Meet Quality Assurance, production requirements, and other key performance metrics8. Support and enforce call center expectations as well as departmental and corporate policies and procedures9. Be proficient in all activities and job functions of Sr. CSR and be able to handle any issues that arise10. May assist in the processes required for data entry and replying to emailsEDUCATION/EXPERIENCE: High school diploma or GED required Associates degree from an accredited college or university preferred At least three (3) years of relevant experience required Proficiency in Microsoft Office (Word and Excel)

Michal Mercier
Division Manager, Panther Professional National

Mike works with Administrative, Accounting and Customer Service Professionals across the United States. One of the great pleasures of his position is the opportunity to interact with, meet, and assist so many different people daily. Outside of work, he enjoy spending time with my family.

Fun fact about Mike:  I am ambidextrous!

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