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CSR- Outbound Sales Team Leader

Tulsa, OK, USA Req #3610
Monday, July 8, 2019

BH Media Group/Tulsa World is currently seeking an Outbound Customer Service Representative Team Leader to join our Customer Solutions Center located in bustling downtown Tulsa!!!
 

This opportunity features: A positive, team oriented and fun work environment, on the job training and coaching!!!


Requirements:

  • Open Availability- Schedule may not be the same each week.  Ideal availability (10a – 10p) NO EXCEPTIONS as we need flexibility with all of the folks on the leadership team.  

  • A firm understanding of problem-solving skills with minimal assistance from team leaders and escalations.

What you will be doing:

  • Adhere to guidelines to maintain consistent call flow and call behaviors.
  • Responsible for rebuttals or offering alternatives to customer when met with objection and monitoring your individual teams to do the same.
  • Stay 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 department performance statistics and individual sales performance

Additional functions:

  • To hold individual team members accountable for communicating areas of needed improvement to supervisor.
  • Assist and motivate employees 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, such as data entry and dialer list management.

 PROFESSIONAL:

  • Project a professional image.

  • Adhere to ethical and moral principles.

  • Adhere to all BH Media policies.

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

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

  • Work as a team member.

  • Flexible and adapts to change.

  • Must be able to work autonomously and be self-directed with minimal questions and getting out of your seat.

  • 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 techniques.

  • Communicates clear lines of authority and accountability.

    Ideal candidate will have:

  • High school diploma or equivalent
  • Superior phone etiquette skills
  • Ability to  speak clearly
  • Excellent verbal and written communication skills
  • Proficiency in Outlook and Word
  • Ability to type 30 WPM without errors
  • At least 1 year experience in customer service, banking or inside sales

Come join BH Media’s team in servicing customers nationwide, a seat is waiting for you!!!!

BH Media Group is an Equal Opportunity Employer

Other details

  • Pay Type Hourly
  • Tulsa, OK, USA