• Customer Service Team Leader I - Online Chat

    Job Locations US-TX-Arlington
    Requisition ID
    2018-32696
    Employee Type
    Full Time-Regular
    Category
    Customer Experience / Customer Service
  • Overview

    The Customer Service Team Leader is responsible for the performance of the Customer Service team and department. The Customer Service Team Leader will provide leadership to 10-15 Customer Service Representatives to ensure outstanding customer service is provided in an effective and efficient manner. The Team Leader is also responsible for enabling a positive work environment and development of team member job skills including career development. The Customer Service Team Leader has contact with other Company departments as well as external vendors and customers.

    Responsibilities

    JOB DUTIES

    • Execute strategies and initiatives to optimize portfolio and center performance.
    • Support corporate initiatives and facilitate an understanding of business needs.
    • Ensure adherence to standardized platform and consistent processes
    • Lead team in a manner that effectively maximizes business results and employee satisfaction
    • Protect interest of company by ensuring actions of self and others are in compliance with policies and laws.
    • Ensure necessary steps are taken to correct or eliminate inappropriate behaviors or conduct.
    • Identify and address anything that takes away from a safe and healthy work environment.
    • Effectively use reward and recognition tools to drive business results.
    • Foster a cooperative environment and empower individuals by supporting an open forum for innovation, change and growth.
    • Utilize behavioral based coaching techniques to maximize individual and team productivity and performance.
    • Set clear expectations and facilitate understanding of the link between individual contributions and company performance.
    • Review performance of individuals and teams and provide coaching as appropriate.
    • Prioritize and multi-task to meet all deadlines, delegating as appropriate
    • Communicate performance-related feedback and complete regular performance evaluations.
    • Take an active role in the career growth and development of others within assigned department.
    • Identify, retain and re-engage talent.
    • Ensure accountability in meeting department compliance and QA objectives
    • Collaborate with peers and share best practices.
    • Develop effective internal and external business relationships.
    • Represent company in a professional manner within office and community.

    OTHER IMPORTANT DUTIES

    • Complete special projects, as needed.
    • Perform other related duties, as needed.

    REPORTING RELATIONSHIP

    Direct Reports: Customer Service Representatives  

    Reports to: AVP Customer Service

     

    Qualifications

    Knowledge

    • Knowledge of financial or banking services.
    • Must have a passion to provide outstanding Customer Service.

    Skills

    • Possess strong leadership skills, including the ability to influence others, develop team members and manage conflict.
    • Proven ability to effectively lead through change.
    • Effective oral and written communication skills.  
    • Demonstrated ability to link specific activities to desired results.
    • Proven interpersonal skills necessary to interact effectively with customers and employees of all levels within the organization.
    • Ability to use appropriate analysis, judgment and logic when solving problems and making decisions.

    Experience

    • High school diploma or equivalent required.
    • College degree preferred.
    • Minimum 12-18 months tenure in a customer service environment or two years of work related experience required.
    • Experience in back office accounting principles a plus.
    • Leadership courses and workshops will be considered an asset.

    WORK CONDITIONS

    • Fast-paced and changing call center environment.
    •    Performance based environment
    •  Schedule and hours may vary

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