Senior Customer Care Team Lead

3 days ago


Erie, Pennsylvania, United States Marquette Savings Bank Full time
Job Title: Senior Customer Care Representative

Marquette Savings Bank is seeking a highly skilled and experienced Senior Customer Care Representative to join our team. As a key member of our customer care team, you will be responsible for providing exceptional customer service, resolving complex customer issues, and ensuring that our customers receive the highest level of service.

Key Responsibilities:
  • Supervise and manage a team of customer care representatives to ensure that they are providing excellent customer service and resolving customer issues in a timely and professional manner.
  • Develop and implement customer care strategies to improve customer satisfaction and loyalty.
  • Collaborate with other departments to ensure that customer needs are met and that our customers receive a seamless experience.
  • Provide coaching and training to customer care representatives to ensure that they have the skills and knowledge needed to provide exceptional customer service.
  • Monitor and analyze customer feedback and make recommendations for process improvements.
  • Ensure that all customer care representatives are aware of and comply with bank policies and procedures.
Requirements:
  • Bachelor's degree in Business Administration or related field.
  • At least 2 years of experience in customer care or a related field.
  • Proven track record of providing exceptional customer service and resolving complex customer issues.
  • Strong leadership and coaching skills.
  • Ability to analyze data and make recommendations for process improvements.
  • Excellent communication and interpersonal skills.
Working Conditions:

The Senior Customer Care Representative will work in a fast-paced environment and will be required to work in an indoor environment. The employee will be required to work in an office setting and will be in direct contact with staff and customers.

Marquette Savings Bank is an Equal Opportunity Employer and welcomes applications from diverse candidates. We are committed to creating a workplace that is inclusive and respectful of all employees.



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