Position Summary:

Ensure that prompt, courteous and accurate responses are provided by Customer Care Specialists. Ensure that team members are observing written policies, procedures, and call protocols. Monitor call in systems for efficiency and accuracy. Ensure Agents are properly trained and using all available resources to provide the highest level of customer service to Clients.

Position Responsibilities:

• In conjunction with Sr. Customer Service Manager, oversees hiring and training of new Customer Service team members.
• In conjunction with Sr. Customer Service Manager establish and improve processes and procedures for department.
• Manage escalated telephone calls. Document resolutions.
• Instruct and train team members on proper protocols.
• Ensure team compliance with written policies and procedures.
• Act as a liaison with "paylease need to update?" to ensure proper training of team members to provide a positive experience for customers.
• Monitor call volume to meet established standards.
• Establish and maintain ongoing review of recorded customer calls. Provide feedback, coaching, encouragement, and counseling for agents to improve their skill levels.
• Process homeowner refunds in accordance with company policy.
• Proficiency with report tools provided by the data systems.
• Monitor return mail process, ensure efficiency, accuracy and timeliness.
• Coordinate and lead consistent and effective team meetings.
• Monitor and ensure timely responses to group e-mail inbox.
• Manage data in Customer Care Questionnaire for accuracy. 
• Periodic review of email and voice mail responses for training purposes.
• Provide supervision, training and direction to Team Members, including but not limited to:
  • Annual Reviews
  • Scheduling – breaks, lunch schedules, time off, etc.
  • Approval of time off requests
  • Participation in recruiting, hiring, and training of new team members
  • In compliance with company policies participate in coaching, discipline, improvement plans, staff development
• Performs other related duties as directed

Knowledge, Skills and Abilities:

• Superior customer service and problem resolution skills.
• Ability to lead, train and develop staff members within the Customer Service department.
• Ability to deal with upset customers over the phone in a calm and rational manner to diffuse difficult situations.
• Ability to multitask, and prepare and process large amounts of Customer Service items while being detail oriented.
• Ability to handle multiple tasks simultaneously, establish priorities, and meet deadlines.
• Exceptional organization and tracking skills.
• Ability to function efficiently in a high volume, fast-paced environment.
• Ability to proficiently utilize computer programs and company database systems, including Microsoft office, internet and e-mail systems.
• Ability to interact and work positively and effectively with staff at all levels.
• Advanced communication skills (both verbally and written), and the ability to communicate with all levels of management and staff.
• Ability to work collaboratively and cooperatively within the department as well as with other departments.