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Customer Care Team Lead
Category: Insurance
  • Your pay will be discussed at your interview

Job code: lhw-e0-90632169

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  Job posted:   Thu Jun 7, 2018
  Distance to work:   ? miles
  3 Views, 0 Applications  
Customer Care Team Lead
The*_Customer Care Specialist_*Job Family is responsible:
* For providing front line, direct contact with clients and customers. This is principally done through receiving or placing telephone calls, however mail, express delivery, fax and other electronic methods (e-mail) are also possible means of communication.
* Uses computerized system for tracking, information gathering and/or trouble shooting the items raised by the client/customer.
* Recognizes consistent problem areas and reports to higher level for action.
* Seeks to retain account and/or suggest and encourage use of other services and products.
* Depending on area may promote and sell products and/or services and enter or confirm sales.
* Responds in a timely manner.
* Follow standard procedures and policies with more senior levels using greater latitude and judgment in responding to customers.

* Lead, organize, motivate and coordinate the day to day work flow activities of associates that perform the duties required of a Customer Care Specialist or Sr. Customer Care Specialist to ensure deadlines/SLA's are met
* Act as a SME for department to answer procedural questions and assist in resolving complex or escalated issues
* Assist with inbound/outbound activity and/or assigned projects
* Ensure cooperation and coordination with other departments in the company
* Utilize knowledge of team, procedures, trending and call center reporting to recommend process improvements and efficiency gains.
* Ability to work in multi client/functional environment
* Assist in developing revised standards and methods
* Handle highly escalated supervisory type calls and other temporary assignments
* Mentor team based on low production or quality results.
* Oversee training of new hires and associate cross training initiatives, in addition to the creation and facilitation of training, as needed.
Overtime and/or Saturday hours may be required.

* High school diploma/GED required
* 4 year degree or equivalent work experience preferred
_*Knowledge and Skills:*_
* Knowledge of all of the duties of the Customer Care Specialist and Sr. Customer Care Specialist positions
* Strong computer skills, (ability to create, edit and analyze spreadsheets)
* Advanced skills at effective listening and communication (verbal/written) with internal and external personnel/customers/clients
* SME for Customer Care procedures, call processing & soft skill techniques.
* Strong attention to detail
* Proven ability to successfully prioritize and plan to meet goals
* Demonstrates leadership skills
* Works well in a fast paced/high stress environment
* Ability to easily adapt well to change and encourage others to do the same
* Works well in team environment and as an individual contributor
* Expert skills in thinking outside of the box to resolve complex/escalated problems
* Ability to effectively relay accurate and detailed information to various parties via in-bound and out-bound telephone calls, in team meetings, training sessions, and our clients.
_*Previous Experience:*_
* Minimum 3 years customer service in a insurance, banking, finance, mortgage lending or related experience
* Minimum 2 years demonstrated leadership experience

**Job:** **Customer Service*

**Title:** *Customer Care Team Lead*

**Location:** *SC-Florence*

**Requisition ID:** *54452*

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