Job description

Call Center Lead
J*ob Description*
Come work for a company where you are valued as an employee. As a call center lead you will be providing real time support to a team of call center representatives. It is important that you act with urgency and patience. Paid training will allow you to learn the business protocols and software. You will report directly to the call center manager. In this role you will work side by side with the call center manager and call center care representatives. Some of the call center representatives work a hybrid office/home schedule and require support via a chat application. Other responsibilities will include but are not limited to; Verifying and submitting payroll, submitting help tickets to the IT team, taking escalation calls, coaching and development and more.

Position Details

• Pay starting at $17 - $18.00 an hour.
• This is a Regular Full-Time position.
• Work schedule is Monday-Friday 8:00 AM - 4:30 PM with overtime occasionally based on call volume changes throughout the year.
• Employee Discount on company products.

Responsibilities

• Providing real time support to call center agents, understand and meet their needs.
• Resolve support requests in a timely manner
• Utilize systems and technology to complete all service tasks
• Escalated calls as necessary.
• Q&A coaching both in a one-on-one environment as well as real time.
• Maintain company and customer confidentiality
• Appropriately respond to escalated customer feedback and/or dissatisfaction in a timely manner.
• Approving and submitting payroll by a predetermined deadline.
• Assist with other duties as needed.

Qualifications

• Call center experience preferred but not required.
• Lead or Supervisor experience required.
• Basic computer proficiency, particularly with Microsoft applications as well as web-based applications
• Punctuality and consistent work attendance
• Excellent communication, customer service and interpersonal skills
• Ability to work efficiently and effectively in a multi-task customer service environment
• Strong decision-making abilities
• Problem solving skills
• Excellent organizational skills

Please submit resume for consideration. Initial interviews will be completed over the phone. Work location is at 6765 Campus Drive, Colorado Springs, CO 80920.

Job Type: Full-time

Pay: $17.00 - $18.00 per hour

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