What are the responsibilities and job description for the Call Center Agent position at The Jenkins Organization?

OVERVIEW

At TJOx10 we are dedicated to providing top-tier customer service while maintaining a positive, high-performance environment. We are currently seeking a skilled Customer Care Team Lead to join our growing team. This position will play a crucial role in managing and leading a team of customer care specialists while working closely with the Director to ensure operational excellence, continuous improvement, and high-quality customer service.

This position reports directly to the Call Center Director.

ESSENTIAL JOB DUTIES

Team Leadership & Support : Lead, coach, and motivate a team of customer care specialists to achieve performance goals, deliver exceptional customer service, and maintain a positive work environment.
Collaborate with Operations Director : Work closely with the Director to report on team performance, identify areas for improvement, and contribute to strategic decision-making.
Performance Monitoring : Analyze key performance indicators (KPIs), such as call resolution time, customer satisfaction, and agent productivity. Provide regular feedback and guidance to specialists to ensure consistent quality service.
Training & Development : Onboard and train new specialists, provide ongoing coaching, and ensure agents are equipped with the necessary skills and knowledge to succeed.
Quality Assurance : Conduct regular reviews of customer interactions, ensuring that service standards are met and providing actionable feedback to specialists.
Process Improvement : Collaborate with the Operations Director to optimize workflows, improve team efficiency, and enhance the overall customer experience.
Escalation Management : Handle complex or escalated customer issues, ensuring timely and satisfactory resolutions.
Reporting : Provide accurate and timely reports to the Operations Director regarding team performance, customer service metrics, and any operational challenges.

EDUCATION AND EXPERIENCE

At least 3 years in a call center environment, with 1 year in a supervisory or leadership role.

Proven ability to lead, motivate, and manage a team of call center agents while maintaining a high standard of performance.

Excellent verbal and written communication skills, with the ability to provide clear, concise, and constructive feedback to team members.

Strong skills in analyzing performance metrics and using data to drive decision-making and improvements.

A customer-first mindset with a proven ability to resolve customer issues efficiently and empathetically.

Experience with call center software, CRM systems, and performance tracking tools.

Ability to work closely with leadership, particularly the Director of Call Center Operations, to ensure the team's success and alignment with organizational goals.

High school diploma / or equivalent required

BENEFITS

Medical

Dental

Vision

401K

Employee Assistance Program

PHYSICAL DEMANDS

Physical requirements include bending, standing, lifting, stooping, sitting, walking, stretching, and ability to lift / carry up to 20 pounds.

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