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Care Center Team Lead

4 months ago

Phoenix, United States Secure Transportation Full time

Summary Description

The Team Lead Care Center Representative will assist the Care Center Manager in ensuring the professional, efficient and courteous handling of all clients, customer, and internal needs.

Key Tasks and Responsibilities

· Ensure all team members uphold the company's core values at all times

· Mentor, coach and develop a team of Customer Care Reps on the proper handling of calls, utilizing the standards in effect to ensure the caller receives exceptional service in the most efficient manner possible.

· Serve as the point of contact for any escalated calls originating from the team.

· Demonstrate the qualities needed to be a leader via courtesy, professionalism, attendance and punctuality.

· Field inbound calls as needed

· Working with other departments to resolve customer issues

· Assist with Quality Assurance feedback

· Assist in monitoring and ensuring staff meet all service level goals

· Work closely with Leadership Team regarding required tasks

· Job screening and interviewing

· Provide recommendations to streamline operations without sacrificing quality.

· Contribute to the growth of the business by referring quality candidates.

· Fill in for Team Manager if and when needed

Education & Training Must be trained with PHI, HIPAA, and Fraud, Waste, & Abuse.

Knowledge and Experience

· Proficient in oral and written communication skills

· Outstanding and proven Customer Service skills

· Must be flexible, able to multi-task and have the capacity to work in a fast paced working environment

· Industry knowledge preferred

· Strong Comprehension of Internal Reservation process

· Supervisory or Managerial Experience preferred

· The position may require you to sit for extended periods of time

Core Competencies: Ideal candidate will possess effective communication skills, planning and organizing ability, problem analysis, problem solving, flexibility, the ability to delegate, initiative, negotiation skills, persuasiveness and attention to detail.

Physical Requirements:

While performing the duties of this job, employees are regularly required to sit, walk and stand; talk or hear, both in person and by telephone; use hands repetitively to finger, handle, feel or operate standard office equipment; reach with hands and arms; and lift up to 25 pounds.

Working Conditions:

Office environment, indoors. Must be able to work 10:30am to 7:00pm (MST) schedule, Monday through Friday and work O.T. and holidays as needed.

Secure Transportation is an Affirmative Action/EEO employer.