CSR Lead

Top Job

Located in Renton, WA

Salary: $24.90

Call Center Lead

Location: Renton, WA

Job Type: Full-Time, Contract-to-Hire

 

Position Summary

Our client in Renton is hiring for a Call Center Lead who helps assist in the management of daily planning, operations, and problem-solving for a team of agents. Additionally, this position is responsible for providing superior customer service experience, and to act as the communication conduit between customer service reps and supervisors.

Essential Duties and Responsibilities

• Answers incoming calls and makes any necessary follow-up outbound calls.
• Writes and receives correspondence via fax, mail, and email.
• Processes customer service adjustments, toll adjustments and other reversals/adjustments as needed.
• Assists in resolution of escalated issues by monitoring, reviewing and resolving issues requiring follow-up.
• Assists in the processing of returned checks, reversing the payment transaction, assessing the fee, and preparing the notification letter for mailing.
• Assists Supervisor in providing daily direction and communication to employees to ensure customer service calls are answered in a timely, efficient, and knowledgeable manner.
• Knowledgeable in processing transactions and video bills into the system; receiving and processing payments; updating accounts and notices; and opening new accounts.
• Provides feedback to Supervisor on issues and/or training opportunities.

Qualifications/Requirements

• High school diploma or GED Certificate is required: one to two years related experience as a Call Center supervisor; or equivalent combination of education and experience.
• Highly developed sense of integrity and commitment to operational excellence.
• Effectively communicate via written, verbal, and electronic correspondence.
• Must possess strong computer skill-sets with emphasis on MS-Office products such as Excel, Access, PowerPoint, and Word are highly desirable.

 

If interested, please call 425-747-2424 for an immediate phone interview!

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