Outbound Call Center Lead

1 week ago

Houston, United States U.S. LawShield Full time

At U.S. LawShield our focus is on encouraging people to take proactive measures to improve their safety and self-defense abilities—and to serve those who do. We strive to create better-protected communities of responsible self-defenders who have the peace of mind to live their lives confidently. Our company was established in 2009. After initially launching in Texas as Texas LawShield®, the demand for services developed well beyond state lines. Our coverage began to expand across the United States, which is when we became U.S. LawShield.

Today, we provide coverage in 46 states and have proudly served more than 2 million people in their self-defense journey. Ready to join our driven and talented individuals who care about protecting the rights of responsible self-defenders?

The Outbound Call Center Lead is a Super-Agent. They are experts in customer service, sales, and systems within the call center environment. The ideal candidate for this role will have a history of exceeding sales KPI’s and targets relating to both inbound and outbound sales activity. Their excellent customer service skillset will enable them to support callers that have been submitted to the customer escalation line, ensuring a smooth process for all potential customers.

This position is a hybrid role and will require you to report into our office in Webster, TX a minimum of three days a week if Houston based. If not based in Houston this will be a fully remote role with quarterly travel to our headquarters in Houston. Hours for this role will include 11-8 M-F (3) days and both Sat/Sunday shifts, 8:30-5pm but may be subject to change based on business need.

Apply if you have/are:

  • High school diploma, associate degree, or some college is preferred

  • Property and Casualty Insurance License or the ability to attain one is required

  • 4+ Years of Call Center experience required, sales specific experience preferred

  • Experience using Salesforce, Five9, Zuora, AP, and SuperQ preferred

  • Excellent organization and time management skills

  • Highly collaborative, analytical, and customer experience-focused

  • Strong presentation, written, and verbal communication skills

  • The ability to build trusting and professional relationships with colleagues and customers

  • Fluency in contact center speak and the vital KPIs required to provide exceptional service

  • Proficient computer skills with the ability to learn new software quickly

  • Proficient in the use of Microsoft Teams, willing and able to monitor Microsoft Teams’s on Personal Mobile Device to expediently address the needs of the team and leadership

Day-to-Day Duties:

  • Works with a team of contact center advisors to achieve the center’s operational performance goals and team needs, specifically as they relate to inbound and outbound sales activities

  • Assists in the execution of the contact center’s strategy

  • Identifies and assists with recursive training needs for advisors and tracks training performance

  • Ensures continuous improvement regarding ease of doing business as well as delivering the intended customer experience

  • Reports on team results, needs, and opportunities to contact center and corporate leadership

  • Demonstrates expert-level skill in handling escalated calls from members and customers

  • Assists in the daily, weekly, and monthly workforce management plan

  • Holds agents accountable for individual and assigned team performance

  • Demonstrates the values of U.S. LawShield

Benefits:

  • Hourly compensation of $29 plus performance-based bonus opportunity

  • Insurance options include medical, dental, vision, disability, and life

  • 401k available on day 1

  • PTO beginning at 15 days per year and accruing with additional tenure

  • 12 Paid Holidays

  • Complimentary U.S. LawShield membership

  • Employee Assistance Program (EAP) with travel protection, counseling, and medical bill-saver program

  • Top performers are considered for advancement opportunities

  • Quarterly travel opportunities for our company-wide meeting if based outside of Houston

  • Join the nation’s largest legal defense for self-defense organization

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