Customer Service Team Lead

7 days ago


Houston, Texas, United States ChaseSource Full time

Job Description:

This is a full-time position as Customer Service Supervisor at ChaseSource. The salary for this role is approximately $65,000 per year, depending on location and experience.

The CSR Supervisor is responsible for supervising and monitoring the work of assigned staff to ensure goals, objectives, and quality of service are met. This position manages the resolution of escalated calls and inquiries. The CSR Supervisor prepares and delivers performance reviews, provides ongoing coaching and feedback, approves time off requests, and monitors daily time and attendance.

  • Supervises and monitors the work of employees to ensure department and section targeted goals, objectives, quality of service, and professionalism are met.
  • Prepares and delivers performance reviews for assigned staff. Ensures detailed constructive feedback is provided immediately on performance, develops action plans and strategies for continuous improvement, and provides ongoing mentoring and support.
  • Manages escalations to include identifying the issue/error, determining the appropriate resolution in accordance with HCTRA policies and procedures, and preparing detailed synopses for all escalations and/or approvals in a timely manner.
  • Collaborates with management in recommending the appropriate action to be taken in accordance with HCTRA's progressive discipline policy to address ongoing performance and conduct issues.
  • Reviews financial reports for the purpose of auditing inventory and processed transactions.
  • Approves time off requests to ensure adequate staffing. Monitors and tracks daily time and attendance to include breaks and lunches.
  • Other duties as assigned.

Requirements:

This position requires a High school diploma or equivalent from accredited institution. Bilingual, fluent in both English and Spanish preferred. Minimum of 4 full and/or consecutive years of experience working in a call-center environment. Minimum of 4 years of customer service experience. Minimum of 3 years' previous relevant leadership or supervisory experience required. Proficient computer skills and the ability to learn new software quickly. Ability to work well under pressure and in a fast-paced environment. Strong problem-solving and conflict resolution abilities. Professional phone etiquette and the ability to handle difficult calls. Excellent verbal and written communication skills. Strong organizational skills and attention to detail.



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