Customer Care Specialist
Team Lead
Hybrid WFH in Fairfax, VA 22030 | Currently – 2 days in office – 3 days remote
SPARGO, Inc . is a full-service event management company, offering a suite of services that support the production of trade shows, conventions, conferences, symposiums, and seminars.
Benefits
- Casual Work Environment
- 100% Company Paid Medical (choice of three plans), Dental and Vision for Employee
- Available FSA or HSA account
- 100% Company paid Basic Term Life and AD&D Insurance
- 100% Company paid Long Term Disability Insurance
- AFLAC is Available
- 401(k) Plan
- Paid Sick and Vacation Leave
Summary :
We are seeking a highly motivated, energetic, flexible, and organized individual to join our team as a Customer Service Team Lead for our Call Center. This position requires someone who is extremely detail-oriented, possesses leadership skills and a team player with excellent interpersonal skills. The ideal candidate will possess an outstanding customer service attitude, the ability to work with diverse types of personality and a strong commitment to exceeding performance standards.
Essential Duties and Responsibilities :
Maintain a high level of professionalism with clients and work to establish a positive rapport with every caller.Assist with phone calls, emails & chats as needed, with a focus on exceeding performance standards.Meet the monthly call center goals outlined in the Customer Service Goals Program.Assist customers with online housing and registration requests, utilizing standard scripts and maintaining control of the call.Perform audits on agent sessions weekly and provide feedback.Monitor call volumes to ensure optimal efficiency within the call center.Monitor live chat and incoming email volume for call center optimal efficiency.Assist team members with any escalations, providing positive problem resolutions.Assist with training new staff members on department and company policies and procedures.Participate in training meetings with Housing and Registration teams as required.Provide feedback and communicate with the supervisor / manager daily.Support Housing and Registration by giving feedback on customer inquiries.Retrieve and sort mail & faxes as needed.Perform data entry to avoid backlog and maintain performance standards for processing housing and registration forms.Provide accurate information to callers and when responding to emails.Perform outbound calls to follow up and resolve issues in a timely manner.Perform other duties as assigned.Qualifications (computer & communication skills, training, certification, etc.) :
Ability to lead a team and conduct meetings & training when required.Excellent verbal and written communication skills.Ability to identify problems and provide suitable solutions quickly.Ability to work independently with minimal supervision.Ability to remain organized and can multi-task efficiently.Ability to work in a collaborative environment.Proficiency with MS Office and strong internet skills.Education and / or Experience
Call Center experience preferred.Minimum one (1) year’s customer service experience.Experience as a Team LeadPI258778138
