Customer Service Lead

Customer Service Lead

Customer Service Lead provides leadership and coaching to CSRs on utilizing the best techniques to resolve inquiries and collection accounts, as well as creating, updating, and maintaining reports on all collection activities. Monitors employee-customer interactions for quality and accuracy. Provides support to ensure that deadlines and delinquent account objectives are met. Ensures that CSRs are informed on all procedural updates. Researches and resolves customer inquiries from CSRs. Handles negotiations

and payment plan audits.

Duties & Responsibilities

• Coaches, develops, and motivates CSRs by monitoring employee-customer interactions for accuracy and quality.
• Monitors team attendance, workload, performance, and optimal time utilization to identify patterns and address improvement opportunities.
• Ensures work objectives are achieved, including assisting with inquiries related to the entire collections process.
• Performs escalated account research, provides information regarding delinquent accounts, which includes collecting payments, and prepares and audits payment plan agreements.
• Performs account maintenance requests via incoming escalated calls, walk-ins, or e-mails.
• Collaborates with upper management to complete employee evaluations as defined for the section and recommends or proposes performance refresher training needs.
• Ensures CSRs are informed of all procedural and product updates.

Knowledge, Skills and Abilities

• Strong customer service skills with an expertise on deescalations and negotiations.
• Working knowledge of personal computers and related software including Microsoft Office.
• Ability to work in a team environment and be open to change.
• Ability to maintain confidentiality.
• Knowledge of the State statutes and requirements for collection processes.
• Ability to effectively review and supervise collection activities.
• Must possess typing skills of 35 wpm.
• Ability to proactively prioritize tasks using effective time management skills.
• Multi-tasking capabilities; ability to think logically, be flexible and goal-oriented.

Required Education / Experience

• High school diploma or G.E.D. equivalent required from an accredited institution.
• Minimum three (3) years of experience in customer service/relations and/or call-center environment handling account escalations.

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