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Team Lead Customer Service

2 months ago

Salt Lake City, United States Raisin Full time
Your Responsibilities
  • Leadership and Team Development:
    • Team Performance Management: Provide ongoing constructive feedback, coaching, and training to improve individual and team performance.
    • Employee Engagement: Foster a positive work environment, promoting teamwork, and addressing any concerns to maintain high levels of employee engagement.
    • Employee Development: Identify individual development opportunities and provide support and resources for helping team members accomplish their personal and professional goals.
    • Goal Setting and Performance Reviews: Establish clear performance expectations and conduct regular performance reviews.
  • Customer Service Delivery:
    • Service Level Management: Ensure customer requests (Phone/Email) are answered promptly and that service level expectations are met.
    • Resolving on First Contact: Minimize the need for customers to call back by resolving issues on the first attempt. Identify topics of repeat contact and implement sustainable solutions.
    • Deliver and Improve Customer Satisfaction: Maintain high levels of customer satisfaction through effective communication and problem resolution. Analyze root causes of customer issues and implement solutions to resolve them.
    • Resolve Customer Issues: Be an escalation point of contact and a subject matter expert when employees and customers need help.
  • Operational Efficiency:
    • Call Quality Monitoring: Regularly monitor calls to ensure adherence to company policies, procedures, and compliance standards. Provide coaching to improve performance.
    • Productivity Management: Ensure efficient resolution of customer issues while maintaining high quality. Identify ways to improve team and organizational efficiency.
    • Staffing: Plan ahead and optimize real-time capacity management to ensure timely service delivery.
  • Collaborative Problem Solving:
    • Own Customer Issues: Identify, research, and resolve complex customer issues, providing timely and effective solutions. Demonstrate the ability to handle escalations and disputes effectively.
    • Decision-Making: Make informed decisions aligning with Raisin policies and benefiting both customers and the organization. Identify process issues and collaborate across functions to find sustainable solutions.
  • Communication Skills:
    • Internal and External Communication: Deliver clear and effective communication within the team and with other stakeholders internally and externally.
    • Customer Communication: Ensure communication with customers meets and exceeds expectations. Find ways to improve customer communication to enhance satisfaction, reduce complaints, and improve loyalty.
Your Profile
  • Bachelor's Degree in relevant field is preferred; additional years of relevant experience may be considered in lieu of a degree.
  • Financial Service experience is a must.
  • 5+ years experience with 2+ years in a Team Leader role in a Financial Services, Service center/Contact center.
  • Proven ability to build, motivate and lead a Customer service team. Experience in a remote or hybrid work environment is preferred.
  • Excellent verbal and written communication skills
  • Strong critical thinking skills to make well-informed decisions by weighing evidence, considering alternatives, and anticipating potential consequences
  • Ability to interact with customers while staying calm under pressure, in volatile and demanding situations.
  • Proven ability to build positive relationships and find agreeable solutions in tough/conflict situations.
  • Strong analytical and data management skills.
Join our mission, join our team - and grow with us

At Raisin, we care about each other and it is one of our top priorities to foster an open and caring environment in which everyone feels welcome and comfortable. Our culture is strongly driven by our ambitious team, who are at the heart of our success.

As part of our US team, you will benefit from:

  • Flexible working hours and 28 vacation days.
  • Personal training budget of $2,000 and 4 full training days per year.
  • Access to Babbel for continuous learning.
  • Company 401k contribution of 5%.
  • Healthcare coverage contribution, including medical, dental and vision.
  • Commuter benefits and flexible working from home policy.
  • Regular team events and yearly Summer and Winter Party.

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