What are the responsibilities and job description for the Call Center Customer Service Representative Lead position at HJ Staffing?
About Us:
HJ Staffing is committed to delivering exceptional customer experiences while fostering a supportive and professional work environment. We are looking for a motivated and skilled Call Center Customer Service Representative leader to join our team and help drive our customer service excellence.
Job Summary:
The Lead Customer Service Representative provides leadership and coaching to a team of Customer Service Representatives (CSRs). This role involves monitoring employee-customer interactions for quality and accuracy, ensuring workloads and deadlines are met, and supporting team members with escalated account research, negotiations, and payment plan agreements. This position is essential in maintaining a friendly, professional, and customer-focused environment.
Key Responsibilities:
- Team Leadership:
- Coach, develop, and motivate CSRs to meet performance and quality standards.
- Monitor team attendance and address improvement opportunities as needed.
- Ensure team workload, deadlines, and objectives are achieved.
- Customer Support:
- Handle escalated account research, and negotiations, and create payment plan agreements.
- Provide resolutions in line with company policies in a friendly and professional manner.
- Collaboration & Communication:
- Keep CSRs informed about procedural and product updates.
- Work with management to complete employee evaluations and recommend process improvements.
- Administrative Oversight:
- Ensure optimal time utilization and adherence to department objectives.
Required Qualifications:
- Education:
- High school diploma or GED from an accredited institution.
- Experience:
- Minimum of three years of customer service experience.
- Strong de-escalation, negotiation, and interpersonal skills.
- Technical Skills:
- Proficient in Microsoft Office and other related software.
- Typing skills of at least 35 WPM.
- Other Skills:
- Knowledge of state statutes and requirements for toll violations and collection processes is preferred.
- Ability to prioritize tasks, multi-task effectively, and maintain confidentiality.
EOE/VET/DIS
