Customer Service Team Leader


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Full-time

Work Site Location: Onsite – 1851 S. Alverno Rd. Manitowoc, WI 54220

Summary

The primary objective of the Customer Service Team Lead is to provide support, education and appropriate tools to ensure the production/processes are at the highest quality, meeting performance standards and client satisfaction while growing and providing support to direct staff.

Description of the Work Environment

Our culture at Americollect is simple: have fun, work hard, demand improvement of yourself and your teammates, and respect others. These aren’t just words at Americollect. You’ll see this in action everyday. And you’ll be rewarded for it!

We offer competitive benefits including: insurance and flexible spending accounts (FSA), paid time off after only 30 days, retirement plans, casual dress code, flexible work schedules, and more. Americollect has been named one of the best companies to work for in collections, nationwide every year since 2009!

Expectations

An individual in this position must be able to successfully perform the duties and responsibilities listed below. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions of this position.

  • Creates goals and monitors performance of Specialists in Customer Service teams
  • Oversee and ensure inventory and daily production are meeting/exceeding expectations while maintaining an exceptional level of quality
  • Oversee and maintain service levels, abandon rate and all related phone statistics
  • Promote growth and develop the strengths of staff
  • Identify areas for process improvement
  • Resolution of any escalated communications received from patients and/or clients
  • Assess/maintain staffing needs
  • Responsible for overall client satisfaction
  • Partner with Key Client Manager to resolve inquiries and identify potential areas of process improvement

Preferred Qualifications

Education

  • High School Diploma or Equivalent – Required
  • Associate or Bachelor Degree in Business preferred

Experience/Training
3 – 5 years of leadership experience in call center/customer service enviroment preferred

Technology/Equipment

  • Ability to type 45 words per minute
  • Basic knowledge of Microsoft Office Word, Outlook, and Excel

Competencies

  • Integrity
  • Accountability
  • Positive Attitude
  • Adaptability
  • Team Oriented
  • Process Design & Development
  • Consumer Needs, Assessments & Solutions

Working Environment

This is an office/call center environment with a moderate noise level. While performing the duties of this job, the employee is frequently sitting for long periods of time and typing, entering data and reading on a computer.

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