Customer Service Team Lead
3 days ago
We are seeking an experienced Team Lead to join our Call Center team at The Chicago Lighthouse. As a Team Lead, you will play a critical role in ensuring that our customers receive exceptional service and support.
The ideal candidate will have a strong background in customer service, with experience in leading teams and managing multiple priorities. You will be responsible for providing guidance and training to our call center representatives, as well as monitoring their performance and providing feedback to improve customer satisfaction.
As a Team Lead, you will also be responsible for resolving complex customer issues, escalating concerns to senior management when necessary, and developing and implementing process improvements to enhance our customer experience.
Key Responsibilities:- Maintain up-to-date knowledge of company policies and procedures, including adherence to the Privacy Act and HIPAA
- Support onsite and remote agent workforce
- Develops, motivates, evaluates and coaches staff on work procedures, proper call handling and teamwork delivering excellent customer service
- Conduct regular review of all call center agent performance and organize training sessions for under performers
- High School diploma or equivalent required
- Bilingual in English and Spanish required
- Must be able to type a minimum of 30 words per minute
- Ability to effectively work within established contractual turnaround times
We offer a competitive salary range of $20.50-$25.00 per hour, depending on experience, as well as a comprehensive benefits package including medical, dental, and vision insurance, short-term disability, long-term disability, life insurance, and a 401(k) plan. We also offer paid time off, sick leave, and holidays.
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