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Customer Service Team Lead

3 months ago

Home Office NCHOME, United States General Dynamics Information Technology Full time

Req ID: RQ178236

Type of Requisition: Regular

Clearance Level Must Be Able to Obtain: None

Job Family: Customer Service

Skills:

Customer Inquiries,Customer Service,Data Entry,Electronic Mail,Time Management

Experience:

1 + years of related experience

Job Description:

Contact Center Team Lead Job Description

Job Description Summary

Provide customer assistance and problem resolution to a wide variety of customers across business areas supported by a multi-customer contact or help desk environment. Responds to customer calls, providing a single point of contact for report problems, makes inquires and obtaining guidance about any or all services provided by the service center. Supports call center floor acting as a help desk for agent questions, while also responding to calls asking for a supervisor.

Roles and Responsibilities

  • Answers incoming phone calls on behalf of client; provides accurate and appropriate information to callers

  • Places outbound customer service or customer satisfaction calls, as required by client

  • Provides support by answering agents questions and taking calls for supervisors

  • Completes call guides; gathers and verifies required information

  • Creates and updates Knowledge Based documents

  • Create job aids to assist with day to day operation of the call center

  • Works service now and provider relations tickets

  • Maintaining records for work processes for daily and monthly Service Level Agreement reporting

  • Attends telephone skills and program information training sessions; adheres to established levels of service

  • Adheres to established customer service and documentation standards within required time frames

  • Adheres to contact center scheduling, ensures telephone coverage during contact center hours of operation

  • Performs clerical or administrative duties as assigned

  • Acts as liaison for customers

  • Maintains knowledge of company products and customer service processes

  • Perform call monitoring of live and recorded calls for quality assurance

  • Provide coaching to call center agents

  • Takes and processes transactions by telephone, internet, and correspondence from customers and representatives

  • Enters and maintains database records of customer profiles and prepares and maintains status reports

  • Other tasks and assignments

Basic Qualifications:

  • HS or equivalent + 3 yrs related experience

  • Experience working with fax machines, computer software, and telephone technology

  • Basic communication skills

  • Ability to follow oral and written directions

  • Ability to meet professional standards towards project and co-workers

  • Office environment

  • May require shift work

The likely hourly rate for this position is between $16.56 - $27.66. This is not, however, a guarantee of compensation or salary. Rather, salary will be set based on experience, geographic location and possibly contractual requirements and could fall outside of this range.

Our benefits package for all US-based employees includes a variety of medical plan options, some with Health Savings Accounts, dental plan options, a vision plan, and a 401(k) plan offering the ability to contribute both pre and post-tax dollars up to the IRS annual limits and receive a company match.To encourage work/life balance, GDIT offers employees full flex work weeks where possible and a variety of paid time off plans, including vacation, sick and personal time, holidays, paid parental, military, bereavement and jury duty leave. To ensure our employees are able to protect their income, other offerings such as short and long-term disability benefits, life, accidental death and dismemberment, personal accident, critical illness and business travel and accident insurance are provided or available.We regularly review our Total Rewards package to ensure our offerings are competitive and reflect what our employees have told us they value most.

We are GDIT. A global technology and professional services company that delivers consulting, technology and mission services to every major agency across the U.S. government, defense and intelligence community. Our 30,000 experts extract the power of technology to create immediate value and deliver solutions at the edge of innovation. We operate across 30 countries worldwide, offering leading capabilities in digital modernization, AI/ML, Cloud, Cyber and application development. Together with our clients, we strive to create a safer, smarter world by harnessing the power of deep expertise and advanced technology.

We connect people with the most impactful client missions, creating an unparalleled work experience that allows them to see their impact every day. We create opportunities for our people to lead and learn simultaneously. From securing our nation’s most sensitive systems, to enabling digital transformation and cloud adoption, our people are the ones who make change real.

GDIT is an Equal Opportunity/Affirmative Action employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or veteran status, or any other protected class.