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Customer Service Representative, Team Leader

Tulsa, OK, USA Req #3547
Wednesday, June 12, 2019

Requirements:

  • Open Availability- Schedule may not be the same each week.
    • Monday – Friday  5am – 6pm
    • Saturday & Sunday 5am – 3pm
  • Demonstrate a firm understanding of problem-solving skills.
  • Experience in a call center is required.

 

Daily Tasks

 

  • Adheres to guidelines to maintain consistent call flow and call behaviors. (P.A.C.E documents)
  • Responsible for rebuttals or offering alternatives to customer when met with objection and monitoring your individual teams to do the same.
  • Stays up-to-date with campaign specific information.
  • Maintain performance that meets individual and team KPI requirements and quality standards.
  • Work various schedules and shift to accommodate department staffing needs, if needed.
  • Responsible for holding individual team accountable to adhering to all company and departmental policies and procedures.
  • Maintain situational awareness of call volume.
  • To hold individual team members accountable for communicating areas of needed improvement to supervisor.
  • Assist and motivate CSR’s towards meeting individual and department goals and metrics.
  • Address quality assurance issues and provide immediate feedback to CSR when walking the call center floor.
  • Maintain awareness within the center to ensure we remain PCI Compliant. 
  • Achieve daily goals for individuals and team. (review with supervisor to ensure they meet the overall department goal)
  • Identifying coaching opportunities for team members.
  • Display team spirit with excitement and enthusiasm.
  • Lead team in friendly competitions. (Incentives and Contests)
  • Display professionalism and leadership by example.
  • Performs miscellaneous job-related duties as assigned.

          

  

PROFESSIONAL:                                                 

  • Project a professional image.

  • Adheres to ethical and moral principles.

  • Adheres to all BH Media policies.

  • Demonstrates proper attendance, punctuality, and time-keeping procedures.

  • Demonstrates initiative and responsibility through proper time management, prioritization of duties, and multi-tasking of activities.

  • Works as a team member.

  • Flexible and adapts to change.

  • Must be able to work autonomously and be self-directed.

  • Must process excellent organizational and communication skills.

  • Attends all staff meetings, mandatory in-service education sessions, as required.

     
COMMUNICATION:                                   

  • Treats all customers with respect, compassion, and empathy.

  • Interacts with all co-workers and management with respect and professionalism.

  • Uses professional telephone technique.

  • Communicates clear lines of authority and accountability.

     

     

  • 40% Providing support on the phones/subscriber email channels
  • 40% Providing CSR/Subscriber Floor Support
  • 10% Resolving Compliance Review Support Tickets with CSR’s
  • 10% Huddles as needed and reviewing score cards with team mates

Other details

  • Pay Type Hourly
  • Tulsa, OK, USA