Customer Experience Team Leader

Job Description

The Customer Care Team Lead is responsible for supporting the Customer Care team to resolve customer issues while providing excellent customer service for PosiGen customers. The role will be focused on handling escalations, issue resolution, and improving the customer experience. The team lead would work under minimal supervision and was often called upon to assist management with special assignments and/or project management and reporting. You'll have access to our benefits packages such as Dental, Health, Vision, PTO, 401k, FMLA, Disability Leave, Paid Holidays, and more! This role is on-site at our NEW corporate office in Houston, Texas, and includes hourly compensation plus a commission.

Essential Job Functions

• Handles escalated customer calls and quick issue resolution. Addresses any issues expediently to ensure customer satisfaction.
• Supports Customer Care Account Managers and follows through with issue resolution for customers.
• Provides coaching and feedback to the Customer Care team to increase product knowledge and increase consistency in service.
• Responsible for ensuring service levels are met and that intro and closing call requirements are met.
• Oversees the team’s call statistics and provides feedback to optimize inbound call availability and issue resolution for each Customer Care Account Manager.
• Provides team support by acting as a liaison between departments to aid in issue resolution.
• Knowledgeable and ensures compliance with all federal and state laws, contractual requirements, and policies.

Competencies

• Ability to work independently and prioritize workload
• Ability to handle and make decisions on complex matters.
• Must be flexible and patient with the ability to show compassion to the better calm customers and must be able to handle stressful situations
• Ability to quickly become proficient with all products and lease agreements.
• Persuasive, persistent and self-motivated
• Advanced communications and analytical skills
• Advanced coaching and development
• Advanced de-escalation/customer service skills

Education/Experience

• College degree or equivalent work experience
• 2-3 years of progressive experience in a call center or collection agency is preferred.
• Minimum of one-year supervisory experience
• Knowledge of Billing, Collections and Customer Service procedures
• Salesforce experience is a plus
• Bilingual Spanish-Speaking preferred
• Proficiency with Google Workspace preferred
• Excellent written and verbal communication skills required

Physical Demands

• The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job.
• While performing the duties of this job, the employee is regularly required to talk or hear. The employee is frequently required to stand; walk; use hands to finger, handle or feel; and reach with hands and arms.
• The employee is occasionally required to sit, climb, balance, stoop, kneel, crouch or crawl. The employee must frequently lift and move up to 10 pounds and occasionally lift and move objects up to 25 pounds. Specific vision abilities required by this job include close vision, distance vision, color vision, peripheral vision, depth perception and ability to adjust focus.

EEO Statement

PosiGen is an Equal Opportunity / Affirmative Action employer committed to diversity in the workplace. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, national origin, disability, protected veteran status or any other factor protected by applicable federal, state, or local laws. Individuals who require reasonable accommodations under the Americans with Disabilities Act in order to participate in the search process should notify the Office of Human Resources.