Lead Customer Service Representative

3 weeks ago

Lawrence, United States Capfed Full time

** Lead Customer Service Representative - Call Center**

**Job Category****:** Call Center **Requisition Number****:** LEADC003091 Showing 1 location **Job Details**

**Description**

Receive incoming customer calls and determine the product, service or resources the caller requires or could benefit from. Create a positive interaction with customers by providing direct support services or connecting the customer with the appropriate department to provide the specific assistance needed. Competent in service recovery and deescalating upset customers. Ability to discern and trouble shoot customer concerns with the ability to develop a proficiency in a wide range of systems. The Lead Customer Service Representative will assist with training for the department and guide and support Customer Service Representatives with questions and/or difficult situations. The Lead Customer Service Representative work schedule may vary from time to time to ensure adequate supervisory coverage of the Customer Service Center and work in the capacity of the manager on an occasional basis due to time off or other scheduling needs.

Schedule: Sunday 12:00 - 5:00 P.M., Monday - Wednesdays 8:15 A.M. - 6:00 P.M., Thursdays 8:00 A.M. - 5:00 P.M. (Off Friday/Saturday)

**Essential Duties & Responsibilities**

* Answer incoming customer calls, secure messages and emails, properly verify the customers identity, and determine the needs of the customer. Provide assistance to the customer or transfer them to the appropriate department for assistance. Perform teller functions for customers and ensure customer needs are addressed in a polite and friendly manner.

* Handles escalated telephone calls, e-mails, and Live Chat sessions, as needed.

* Conduct training for new staff and continuing training for staff while keeping training material up to date.

* Assist other branches and departments with transactions as needed, provide support for the collections department and branch managers in fulfilling customer requests and merchant verifications.

* Monitor incoming calls, True Blue Online secured messages to ensure quality of service and accuracy of the Call Center Representatives.

* Works in the capacity of the manager on duty on an occasional basis as necessitated by time off or other scheduling needs.

* Perform other duties as assigned.

* Participate in proactive team efforts to achieve departmental and company goals.

* Must comply with current applicable laws, regulations and bank policies and procedures. Comply with all safety policies, practices and procedures. Report all unsafe activities to supervisor and/or Human Resources.

**Requirements**

* Minimum of three years of similar or related experience, including preparatory experience. Previous supervisory or managerial experience preferred.

* A high school degree or equivalent.

* A significant level of trust and diplomacy is required to be an effective subject matter expert in the position. In-depth dialogues, conversations and explanations with customers, direct and indirect reports and outside vendors of a sensitive and/or highly confidential nature is a normal part of the day-to-day experience. Communications can involve motivating, influencing, educating and/or advising others on matters of significance.

**Qualifications**

**Skills**

**Behaviors**

**:**

**Motivations**

**:**

**Education**

**Experience**

**Licenses & Certifications**

Equal Opportunity Employer/Protected Veterans/Individuals with Disabilities

The contractor will not discharge or in any other manner discriminate against employees or applicants because they have inquired about, discussed, or disclosed their own pay or the pay of another employee or applicant. However, employees who have access to the compensation information of other employees or applicants as a part of their essential job functions cannot disclose the pay of other employees or applicants to individuals who do not otherwise have access to compensation information, unless the disclosure is (a) in response to a formal complaint or charge, (b) in furtherance of an investigation, proceeding, hearing, or action, including an investigation conducted by the employer, or (c) consistent with the contractors legal duty to furnish information. 41 CFR 60-1.35(c)

  • Customer Service Representative

    1 week ago

    Lawrence, Kansas, United States Emerald Technologies Full time

    Lawrence Customer Service Representative (m/f/d) for Direct Sales in France and Belgium at Ovesco Endoscopy AGOvesco Endoscopy is a research-based medical technology company in the field of flexible endoscopy. Since 2002, we have been developing, producing and distributing innovative instruments and systems for the treatment of gastrointestinal diseases. We...

  • Customer Service Representative

    1 month ago

    Lawrence, United States Joseph's Bakery Full time

    Scope of Work: Josephs is seeking a Customer Service Representative who will be responsible for providing an outstanding level of customer service and satisfaction to consumers of Josephs Bakery bread products. This individual will possess a high level of interpersonal skills, have a strong attention to detail and the ability to think ahead and prioritize...

  • Customer Service Representative

    3 weeks ago

    Lawrence, United States Joseph's Bakery Full time

    Scope of Work: Joseph’s is seeking a Customer Service Representative who will be responsible for providing an outstanding level of customer service and satisfaction to consumers of Joseph’s Bakery bread products. This individual will possess a high level of interpersonal skills, have a strong attention to detail and the ability to think ahead and...

  • Customer Service Representative

    1 month ago

    Lawrence, United States Joseph's Bakery Full time

    Scope of Work: Joseph’s is seeking a Customer Service Representative who will be responsible for providing an outstanding level of customer service and satisfaction to consumers of Joseph’s Bakery bread products. This individual will possess a high level of interpersonal skills, have a strong attention to detail and the ability to think ahead and...

  • Customer Service Representative

    4 weeks ago

    Lawrence, United States Joseph's Bakery Full time

    Scope of Work: Josephs is seeking a Customer Service Representative who will be responsible for providing an outstanding level of customer service and satisfaction to consumers of Josephs Bakery bread products. This individual will possess a high level of interpersonal skills, have a strong attention to detail and the ability to think ahead and prioritize...

  • Customer Service Representative

    3 weeks ago

    Lawrence, United States Fresenius Medical Care Full time

    **This is a remote position with working hours of M-F 11:30am EST to 8:00pm EST.** **PURPOSE AND SCOPE**: Communicates information and acts as a resource for clients by telephone and fax. Gathers necessary information from clients to help in providing timely and accurate laboratory results (reports). **PRINCIPAL DUTIES AND RESPONSIBILITIES** - Accountable...

  • Customer Service Representative

    2 weeks ago

    Lawrence, United States Fresenius Medical Care Full time

    This is a remote position with working hours of M-F 11:30am EST to 8:00pm EST. PURPOSE AND SCOPE: Communicates information and acts as a resource for clients by telephone and fax. Gathers necessary information from clients to help in providing timely and accurate laboratory results (reports). PRINCIPAL DUTIES AND RESPONSIBILITIES Accountable for outstanding...

  • GEICO Customer Service Representative

    1 month ago

    Lawrence, United States Government Employees Insurance Company Full time

    Customer Service Representative – Indianapolis, INSalary: $20.00 per hour / $40,300.00 annuallyWhen you grow, GEICO grows. And if you’re the kind of person who likes to solve problems and help others when they need it, you could be a perfect fit to grow your career with GEICO. We’re looking for Customer Service Professionals for our Indianapolis, IN...

  • GEICO Customer Service Representative

    3 weeks ago

    Lawrence, United States Government Employees Insurance Company Full time

    Customer Service Representative – Indianapolis, INSalary: $20.00 per hour / $40,300.00 annuallyWhen you grow, GEICO grows. And if you’re the kind of person who likes to solve problems and help others when they need it, you could be a perfect fit to grow your career with GEICO. We’re looking for Customer Service Professionals for our Indianapolis, IN...

  • Customer Service Representative

    5 days ago

    Lawrence, United States Fresenius Medical Care, North America Full time

    This is a remote position with working hours of M-F 11:30am EST to 8:00pm EST. PURPOSE AND SCOPE: Communicates information and acts as a resource for clients by telephone and fax. Gathers necessary information from clients to help in providing timely and accurate laboratory results (reports). PRINCIPAL DUTIES AND RESPONSIBILITIES Accountable...

  • Bilingual Customer Service Representative

    4 weeks ago

    Lawrence, United States A-Affordable Insurance Agency Full time

    **Job description** **Job description** A-Affordable Insurance agency is looking to hire a bilingual (Spanish) Customer Service Representative at our Lawrence office. Pay is hourly plus a rewarding upcapped incentive plan paid biweekly. **What is the job?** You will be part of a team of CSRs assisting customers over the phone and in person with their...

  • Customer Service Representative

    3 weeks ago

    Lawrence, United States Kurt Goeser - State Farm Agent Full time

    Job DescriptionJob DescriptionROLE DESCRIPTION:Kurt Goeser - State Farm Agent is searching for a competitive Producer who can recognize opportunities and strategically turn leads into long-lasting customer relationships. As our Customer Service Representative - State Farm Agent Team Member, your knowledge of insurance products and industry trends equips you...

  • Showroom Customer Service Representative

    1 month ago

    Lawrence Township, United States Ferguson Full time

    Description : Ferguson is North America’s leading value-added distributor across residential, non-residential, new construction and repair, maintenance, and improvement (RMI) end markets. Spanning 34,000 suppliers and more than one million customers, we deliver local expertise, value-added solutions, and the industry’s most extensive portfolio of...

  • Showroom Customer Service Representative

    4 weeks ago

    Lawrence Township, United States Ferguson Full time

    Description : Ferguson is North America’s leading value-added distributor across residential, non-residential, new construction and repair, maintenance, and improvement (RMI) end markets. Spanning 34,000 suppliers and more than one million customers, we deliver local expertise, value-added solutions, and the industry’s most extensive portfolio of...

  • Customer Service Representative

    1 month ago

    Lawrence Twp, United States FastSigns Full time

    Do your friends and co-workers refer to you as a people person? Have friends or people told you or suggested you go into sales? Do you enjoy working with people? Do you enjoy helping people solve problems by offering advice and consultation? Are you looking for a job that offers constant learning, skills growth and a career path? If so we are looking for...

  • Customer Service Representative

    1 month ago

    Lawrence, United States Capfed Full time

    ** Customer Service Representative - Call Center** **Job Category****:** Call Center **Requisition Number****:** CUSTO003074 Showing 1 location **Job Details** **Description** **Role** Receive incoming calls and determine the products, services or resources that the caller requires (or could benefit from). Provide direct support services to customers; or,...

  • Customer Service Representative

    4 weeks ago

    Lawrence, United States Capfed Full time

    ** Customer Service Representative - Call Center** **Job Category****:** Call Center **Requisition Number****:** CUSTO003074 Showing 1 location **Job Details** **Description** **Role** Receive incoming calls and determine the products, services or resources that the caller requires (or could benefit from). Provide direct support services to customers; or,...

  • Customer Service Representative

    3 weeks ago

    Lawrence, United States Domino's Pizza Full time

    **Some requirements include**: - Must be 18 years or older - Identify customers needs to achieve satisfaction - Strong listening skills - Ability to multi-task - ** Adhere to communication procedures** **Responsibilities**: - Manage large amounts of incoming calls and customer inquiries - Assist management and co-workers with a wide-range of duties - Keep...

  • Customer Service Large Direct Order

    1 month ago

    Lawrence, United States Amarr Full time

    Job Description and Qualifications Are you looking for a way to provide the highest level of compassionate customer service? Are you a hound for details with the ability manage several projects with accuracy. Then the LDO (Large Direct Order) Customer Service Representative in Lawrence, KS is for you! Amarr, a part of ASSA ABLOY (the global leader in...

  • Customer Service Large Direct Order

    4 weeks ago

    Lawrence, United States Amarr Full time

    Job Description and Qualifications Are you looking for a way to provide the highest level of compassionate customer service? Are you a hound for details with the ability manage several projects with accuracy. Then the LDO (Large Direct Order) Customer Service Representative in Lawrence, KS is for you! Amarr, a part of ASSA ABLOY (the global leader in...