Customer Service Lead

2 days ago


Tualatin, United States NetVendor Full time

About the Job NetVendor is dedicated to leveraging the power of the Internet to revolutionize the property management and vendor credentialing process. The Customer Service Lead provides daily direction and communication to Customer Service Representatives and helps to manage the workload for the whole team. They are responsible for leading the team by training, counseling, and problem solving. Responsibilities Handle escalated calls at the supervisor level Answer calls to inquiries from customer service representatives Manage tasks such as deleting subscriptions, transferring subscription times, updating risk categories, processing refund requests, and conducting manual TIN/background checks Handle the contact center rotation schedule based on SLAs Create the weekly rotation schedule for the customer service team Generate and assign daily reports on new enrollments, expired subscriptions, emails, and licenses Perform any additional responsibilities as assigned Qualifications Ability to provide a high level of quality service to all customers Effective communication, both verbally and written Upbeat, professional attitude Dependable team player Proficient with Microsoft Word, Excel, and Outlook Proficient with email and chat technologies Solutions oriented with strong and creative critical thinking skills Able to troubleshoot, problem solve, make logical decisions, and set priorities Able to work effectively under pressure Ability to work in a fast-paced, metric-driven environment with the ability to multi-task Strong interpersonal skills including active listening, providing and receiving feedback, setting expectations, etc. Education / Experience Highschool diploma or GED 2-4 years of Customer Service experience Minimum 1 year experience in NetVendor Customer Service Representative role Great attendance and performance metrics Bilingual preferred - fluent in both English and Spanish languages Experience with NICE inContact or other similar contact center programs NetVendor's Benefits Medical Insurance including HSA Option Dental Insurance Vision Insurance Free STD & LTD Insurance Free Basic Life Insurance Paid Time Off 7 paid holidays per year 1 Floating Holiday 401(K) Maternity Leave Employee Assistance Program



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