Customer Service Representative Lead

Customer Service Representative, Lead

Job Location: Austin, TX *** This is an on-site position. ***

Job Responsibilities:

• Provides daily directions and communication to employees so that customer service calls are answered in a timely, efficient and knowledgeable manner
• Assists customers in resolving complaints concerning billing or service rendered
• Uses judgement to minimize complaints referred to designated managers or departments for investigation
• Administers new hire and continuing training programs
• Assist customers with special problems referred from Customer Service Representatives (CSR), assist with daily close-outs procedures, training, floor supervision
• Assists with recruitment and staff scheduling
• Must handle confidential information and assignment of special projects as needed
• Talks with customers by phone or in person and receives orders for new accounts, changes of account type, change of account payment option, and other changes in service or account information
• Ability to deal with customers in a courteous, polite and professional manner at all times
• Enter information for new accounts or account changes into computer system, frequently required while on the telephone with the customer
• Assists customers to fill out Applications and Agreement forms, determines charges for service requested, collects deposits, prepares change of address records, balances computer sales or cash drawer
• Shares continual responsibility for deciding how to supervise employees, ensuring calls are handled efficiently and effectively
• Assists in establishing work procedures and processes that support the departmental standards, procedures and strategic directives
• Ability to assist customers and violators with special and/or challenging issues by performing detail-oriented account research, supervisor calls, and correspondence by mail/fax/e-mail in a professional and exceptional manner
• Ensure all CSRs understand and comply with all objectives, performance standards and policies
• Monitor and evaluate CSR performance providing feedback and coaching
• Prepare reports and analyze data to assist management with call center goals
• Perform other duties as assigned

Qualifications:

• Ability to work well with other employees as a team
• Ability to deal with difficult or demanding customers on a routine basis
• Excellent phone etiquette
• Excellent written and verbal communication skills
• Excellent attendance and punctuality
• Enjoy providing prompt and timely service to our clients
• Be extremely detail-orientated, efficient and possess superior written and verbal communication
• Must possess strong interpersonal skills
• Have compassion and empathy for customer situations
• Have excellent customer service skills with the ability to build and maintain customer relationships
• Be energetic, self-motivated and quick-thinking
• Ability to work in a team environment or independently while being flexible and open to learning new experiences in a fast-paced changing environment
• Ability to read and comprehend normal instructions, correspondence and memos
• Must be able to organize and write correspondence and memos in a logical/methodical manner
• Ability to effectively present information in one-on-one situations to customers, clients and other employees of the organization
• Ability to apply common sense understanding to carry out detailed written or oral instructions
• Ability to deal with problems involving a few concrete variables in standardized situations
• Excellent computer skills required, strong data entry skills, 10-key by touch and various Microsoft Office programs

Education & Experience:

• High school diploma or general education degree (GED)
• Two years of related experience as a Customer Service lead or supervisor
• Bilingual Spanish is preferred

Supervisory Responsibilities:

• There are no supervisory responsibilities in this position.

Work Environment:

• The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform essential functions. While performing the duties of this job, the employee is regularly required to use hands and reach with hands and arms, hear, and talk. The employee will be working and navigating on a computer. The employee occasionally is required to stand, sit, stoop, kneel, crouch, and walk. The employee may occasionally be required to lift and/or move up to 20 pounds. The work environment is usually moderate to loud.