Lead Customer Service Representative

2 months ago

Portsmouth, United States TTEC Full time

Be the spark that brightens days and ignite your career with TTEC's award-winning employment experience. As a Lead Customer Service Representative working onsite in Portsmouth, VA, you'll be a part of bringing humanity to business. #experienceTTEC

Our employees have spoken. Our purpose, team, and company culture are amazing and our Great Place to Work® certification in the United States says it all

This position requires you to reside within 75 miles of Portsmouth, VA.

What You'll be Doing

Do you have a passion for leading a team and ensuring operations run smoothly? You'll have ownership over delegating tasks to CSRs, verifying nightly deposits, and maintaining accurate records. Whether it's investigating patron accounts, resolving escalations with care, or ensuring KPI targets are met, you'll be the difference between a team that's simply functioning and one that's thriving under strong leadership.

During a Typical Day, You'll

  • Delegate tasks to Customer Service Representatives, ensuring they handle scanning, communications, Quality Assurance, and cleaning tags effectively.
  • Investigate patron accounts and handle complaints or escalations to provide accurate information and resolutions.
  • Verify nightly deposits and update the Daily Reconciliation Spreadsheet, ensuring accuracy and understanding of inventory processes.
  • Ensure Key Performance Indicator targets are met for the Walk-In Center and maintain complete knowledge of all Customer Service Representative responsibilities.
  • Display leadership qualities, set a good example for the team, and fully support the Supervisor.

What You Bring to the Role

  • High school diploma or equivalent
  • 6 months prior inventory & data entry experience or related experience preferred
  • Skilled in MS Office, spreadsheet, and processing programs
  • Data Entry skills (35 wpm)
  • Dependable, accurate and detail oriented

What You Can Expect

  • Supportive of your career and professional development
  • An inclusive culture and community minded organization where giving back is encouraged
  • A global team of curious lifelong learners guided by our company values
  • Base wage starting at $17.50 plus performance bonus opportunities
  • And we have a healthy benefits package based on your position that could include PTO, tuition reimbursement, health and wellness incentives

Visit www.hellottecbenefits.com for more information.

A Bit More About Your Role

We're committed to ensuring you have the skills and support to be successful in your role throughout your career. From your first day in training, through individualized webcam-enabled, engagement and coaching, on into 1000s of free courses to support your career growth wherever that may take you. And we know that you bring with you the one necessary ingredient that can't be taught - a caring and supportive nature that will shine through as you help customers. Our TTEC community is here for you as one dynamic, global family.

You'll report to the Team Leader. You'll contribute to the success of the customer experience and the overall success of the team.

About TTEC

Our business is about making customers happy. That's all we do. Since 1982, we've helped companies build engaged, pleased, profitable customer experiences powered by our combination of humanity and technology. On behalf of many of the world's leading iconic and hypergrowth brands, we talk, message, text, and video chat with millions of customers every day. These exceptional customer experiences start with you.

TTEC is proud to be an equal opportunity employer where all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or status as a protected veteran. TTEC embraces and is committed to building a diverse and inclusive workforce that respects and empowers the cultures and perspectives within our global teams. We aim to reflect the communities we serve, by not only delivering amazing service and technology, but also humanity. We make it a point to make sure all our employees feel valued, belonging, and comfortable being their authentic selves at work. As a global company, we know diversity is our strength because it enables us to view things from different vantage points and for you to bring value to the table in your own unique way.

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