What are the responsibilities and job description for the Lead CSR position at YoungWilliams PC?
Summary of Position
The Lead Customer Service Representative provides leadership and direction to the CSRs within their teams. They serve as the next level in the call resolution process. Assists the Call Center Supervisors
with team leadership and direction to ensure that project and team goals are met and that calls are answered timely, accurately, and in a friendly, professional manner.
Essential Job Requirements
- Provides peer training as directed by Call Center Supervisor.
- Quickly navigates through multiple computer screens in order to provide correct information to inquiring parties and ensures the confidentiality of all information in state computer system.
- Must have the ability to work independently with little or no supervision and meet the minimum requirement of number of calls answered per day.
- Draws from all available resources, policies, supervisors and state system to answer all inquiries, recognizes case issues as they develop in order to reduce workload.
- Shows a high level of enthusiasm in serving customers and improving team performance, willing to obtain and increase knowledge to assist the team and call center.
Required Education
Associate Degree or equivalent experience preferred
Required Experience
Required Experience
- Prior call center experience.
- Knowledge of child support rules, regulations, policies and procedures preferred.
- Proficiency in operating computers and office equipment.
