What are the responsibilities and job description for the Call Center Team Lead position at BlindSight Delaware Enterprises Inc.?
STATEMENT OF PURPOSE: A Call Center Team Lead will be responsible for providing high quality customer service assistance for inbound calls from City of Wilmington residents inquiring about municipal services or general information about city programs and protocols. Call Center Team Leads will be responsible for handling inquiries professionally and expediently while following defined workflows for multiple types of inbound calls. Will handle escalated calls and inquiries utilizing all available resources.
KEY RESPONSIBILITIES INCLUDE, BUT ARE NOT LIMITED TO:
- Adhere to the Privacy Act as it relates to the confidentiality of information released;
- Maintain up-to-date knowledge of The City of Wilmingtons processes, regulations and policies;
- Monitor and assist call center agents when prompted and carry out lead responsibilities in accordance with the organizations policies and procedures.
- Monitor service calls to observe employee demeanor, technical accuracy and conformity to company policies;
- Respond to telephone inquiries and recommend corrective services to address customer needs and complaints;
- Key information into the computer to compile and keep records of customer service requests and complaints;
- Studies and assist in standardizing procedures to improve efficiency for customers;
- Manages difficult customer situations and responds promptly to customer needs while soliciting feedback to improve service;
- Speaks clearly, persuasively and professionally in positive and negative situations;
- Performs other duties as assigned by Supervisor.
QUALIFICATIONS:
- High School diploma or equivalent required; Associates degree a plus;
- Previous Lead or Supervisor experience preferred;
- Must have demonstrated excellent interpersonal and communication skills and the ability to organize simultaneous tasks.
- Must be able to speak English clearly and professionally;
- Must be able to work with a database and navigate through a windows environment required;
- Must be able to work flexible work schedule;
- Ability to effectively work within established contractual turnaround times;
- Must be able to problem-solve and relay information;
- Proven ability to work as a member of a team is required;
- Will be required to complete program update training, as warranted, and successfully implement that knowledge in day-to-day operations;
- Commitment to our mission of providing opportunities for people who are visually impaired, blind, deaf-blind, or blind with additional disabilities is essential.
Employee Benefits
BENEFIT PACKAGE UP TO AN ADDITIONAL 25% OF SALARY INCLUDING:
- 10 days paid vacation
- 12 paid holidays
- 6 sick days accrued over the year
- Insurance Eligibility the 1st of the month after 30 days of employment
- Medical, dental and vision insurance offered
- Short/long term disability
- Life insurance 2x salary
- Employee recognition events
BlindSight Delaware Enterprises, Inc. is an Equal Opportunity Employer in full compliance with local, state, and federal Civil Rights & Affirmative Action laws. BlindSight Delaware Enterprises, Inc. maintains a strong policy of accommodation and a consistent practice of employing qualified individuals with disabilities. All applicants will be afforded equal employment opportunity without discrimination because of race, color, religion, sex, marital status, national origin or ancestry, citizenship status, age, physical or mental disability unrelated to ability, sexual orientation, military status, order of protection status or unfavorable discharge from military service.
