Customer Service Team Lead

MISSION:

The mission of BAC is to provide persons with disabilities innovative services and opportunities to achieve personal success.

JOB SUMMARY:

The DMDC CCC aims to address the diverse needs of our country’s service members, retirees, veterans, their families, supporting agencies, service components, and congressional offices. We provide support services and advocacy, working with directorates and agencies to improve processes, communication, and transparency.

As a Customer Service Team Lead (TL) you will be responsible for guiding and managing a team of Customer Service Representatives (CSRs) within a dynamic call center environment. Your role involves overseeing daily operations to ensure smooth and efficient delivery of service. You will monitor the performance of your team, providing constructive feedback and support to help them achieve their targets. Additionally, you will implement strategies to maintain high-quality customer service, addressing any issues that arise promptly and effectively. Your leadership will be crucial in fostering a positive and productive work atmosphere, ensuring that both team members and customers have satisfactory experience.

EXAMPLES OF ESSENTIAL FUNCTIONS:

The list of essential functions below is intended to be representative of the tasks performed within this job. Other duties may be assigned based on business need.

• Handle both routine and escalated calls.
• Disseminate information promptly to ensure accurate updates for customers.
• Monitor and evaluate team performance, providing constructive feedback.
• Monitor call volume and CSR activity to ensure service goals for the call center are met and exceeded.
• Prepare and review evaluations and coaching sessions.
• Provide basic IT support following standard policies and procedures, escalating when necessary.
• Conduct daily system checks and execute opening and closing checklists.
• Produce and submit various administrative reports.
• Administer corrective action, within authoritative limits, to team members when necessary and directed.
• Facilitate conflict resolution.
• Administer corrective action within authoritative limits.

SUPERVISORY RESPONSIBILITY:

• Oversees a team of CSRs to achieve organizational and operational goals.
• Ensures team metrics are achieved and provide coaching and feedback.
• Maintain open communication with the Operations Manager and Human Resources to address performance and process improvement issues.

MINIMUM QUALIFICATIONS:

• High school diploma or equivalent.
• Two years of customer service experience.
• Experience as a Customer Service Lead or equivalent.
• An equivalent combination of education, certification, training, and/or experience may be considered.
• Must satisfy Florida Department Children and Families (DCF) Level 2 background screening requirements.
• May be required to have or obtain additional formal or informal industry certification(s) based on area of assignment.
• Able to obtain a RAPIDS Certification (provided during onboard training).
• Ability to obtain and maintain a DoD Secret Clearance which requires US Citizenship. (Assigned program will cover costs, Position is contingent on obtaining and maintaining clearance).

PREFERRED QUALIFICATIONS:

• Two years of experience as a Customer Service Team Lead or equivalent.
• Basic IT knowledge or experience.
• Advanced knowledge of Microsoft Office Suite and/or Google Suite.
• Experience working with individuals with disabilities.
• Prior military experience.
• Current DOD Secret clearance.
• Bi-lingual – Spanish

In addition to meeting the minimum qualifications listed above, an individual must be able to perform each of the established essential functions in order to perform this job successfully.

KNOWLEDGE, SKILLS, AND ABILITIES:

• Strong logic and reasoning skills to identify the strengths and weaknesses of alternative solutions, conclusions, or approaches to problems.
• Ability to interpret and implement policies and procedures.
• Ability to manage multiple priorities and meet deadlines.
• Effective communication and collaborative skills.
• Ability to operate a computer using Microsoft Office products (Word, Outlook, and Excel) and applicable department/organization specific software.
• Punctual and regular attendance.

TRAVEL:

• Requires minimal travel, ensuring that the majority of your work will be conducted within the call center environment.

WORK AUTHORIZATION/SECURITY CLEARANCE (IF APPLICABLE):

• Must have and maintain program certified to access and work on government installations. (Program issued)
• Must have and maintain DoD Secret Clearance

PHYSICAL REQUIREMENTS:

• Sitting for extended periods of time.
• The ability to exert light physical effort which involves lifting, carrying, pushing and/or pulling of objects and materials of light weight (up to 20 pounds).
• May involve some climbing, balancing, stooping, kneeling, crouching, crawling, walking, or standing.

ENVIRONMENTAL REQUIREMENTS:

Tasks are regularly performed inside without exposure to adverse environmental conditions (example: dirt, cold, rain, fumes).

SENSORY REQUIREMENTS:

Some tasks require manual dexterity, in addition to visual and hearing acuity.

Availability:

Full-Time

Monday - Friday

Shift time may vary; hours of operation are 8am - 8pm.

Salary:

$20.18/hr

Benefits:

• Free medical insurance for employees, and a buy-up option is available.

• Medical opt-out plan is available for qualified employees.

• Paid holidays and sick time.

• Paid vacation is available after one year of employment based on the number of hours worked.

• Full-time employees are eligible to participate in the 401k plan on the first of the month following their date of hire.

• Part-time employees are eligible to participate in the 401k plan after one year of employment and based on the number of hours worked.

• Additional Supplemental benefits are available including Accident, Critical Illness, Short Term Disability and Hospital.

• Employee Assistance Program.

Accepting applications until positions filled…

Applications may be completed through our website: https://bacemploy.com/

*A completed application is required*:

BAC

Providing innovative services for individuals with disabilities to achieve personal success!

Qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, sexual orientation, gender identity, disability or protected veteran status. We are a Drug-Free Workplace.

See https://www.abilityone.gov/ “About Us” page for history of this program

Salary : $20