Customer Service Representative Lead

5 days ago

Newark, New Jersey, United States InspiriTec, Inc. Full time
Job Summary

We are seeking a highly skilled and experienced Customer Service Representative Lead to join our team at InspiriTec, Inc. as a key member of our Customer Service department. The successful candidate will be responsible for providing direct supervision to Customer Service Representatives, ensuring that they meet all relevant performance metrics, and providing coaching and guidance as needed.

Key Responsibilities
  • Supervise and Coach Customer Service Representatives: Provide guidance and support to Customer Service Representatives to ensure they are meeting performance metrics and providing excellent customer service.
  • Answer and Record Calls: Answer and record calls from consumers during peak periods and provide coaching to individual CSRs when appropriate.
  • Provide Second-Level Support: Assist callers by answering questions, retrieving data in proprietary databases, and help navigate resources in support of various DCA programs.
  • Monitor and Evaluate Performance: Monitor the activities of all CSRs, including breaks and lunches, and ensure that they are meeting all relevant performance metrics.
  • Act as a Role Model: Act as a role model to all CSRs and provide guidance and support as needed.
  • Assist with Training and Orientation: Assist with CSR training and orientation and provide guidance on difficult calls.
  • Provide Quality Assurance: Provide Quality Assurance (call monitoring) to ensure that CSRs are meeting performance metrics and providing excellent customer service.
Requirements
  • Detailed Knowledge of DCA Programs: Have a detailed knowledge of specialized procedures and practices which relate to DCA programs.
  • First-Line Supervisory Skills: Demonstrate first-line supervisory skills in working with direct reports.
  • Good Team Building Skills: Have good team building skills and be able to work effectively with others.
  • Ability to Understand and Follow Instructions: Be able to understand and follow oral and written instructions.
  • Punctuality and Reliability: Be punctual, reliable, and able to adhere to attendance policy.
  • Strong Communication Skills: Have strong written and verbal communication skills and be able to clearly communicate complex business issues.
  • Discretion and Judgment: Be able to utilize appropriate discretion and judgment in dispensing information, which may be susceptible to misunderstanding or misuse.
  • Customer Focus: Be able to understand customers' needs quickly and develop appropriate responses.
  • Multi-Tasking and Organization: Have multi-tasking ability and strong organization skills.
  • Experience with Customer Inquiries: Have experience in responding to written and verbal customer inquiries.
  • Basic Arithmetic Skills: Be able to add, subtract, multiply, divide, and perform arithmetic calculations involving monetary units.
Working Conditions
  • Computer Terminal and Monitor: Use a computer terminal and view work product on a computer monitor.
  • Quick-Reaction/ Customer-Focused Team Environment: Work in a quick-reaction/customer-focused team environment.
  • Sensitive and Confidential Information: Handle information of sensitive and/or business-confidential nature.

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