Summary: The Lead CSR provides leadership and coaching to the assigned team by monitoring employee-customer interactions for quality and accuracy. Ensures team workload, deadlines, and customer service objectives are met and customer service representatives are informed of all procedural updates. Performs escalated account research, addresses improvement opportunities, and collaborates with management while maintaining an inviting, friendly, and professional manner.

Duties and Responsibilities include the following. Other duties may be assigned.

1. Ability to listen and comprehend customer-escalated questions and accurately capture the details in the Company’s software platform. Typing speed of 30 wpm while maintaining accuracy is required.
2. Lead, coordinate, and oversee CSR team.
3. Research, analyze, and resolve complex and challenging customer service issues. Communicates results verbally or in written format to the customer and others as needed.
4. Interpret lease accounts and apply knowledge of company rules and regulations to assist customers in resolving complex account-related problems.
5. Provide second level of customer service to lessees not satisfied with the service provided.
6. Act as a liaison between current lessees, employees, and management in a professional manner.
7. Assist the management team with special projects and assignments.
8. Perform a wide variety of administrative tasks, including letter generation, meeting notes, data entry, maintaining files, and sorting mail.
9. Applies knowledge of company products/services to efficiently process customer information and respond to inquiries and complaints in a diplomatic manner.
10. Knowledge on all aspects of the CSR position and ability to work accounts as needed.
11. Contacts customers via telephone or correspondence as frequently as necessary to meet company standards.
12. Remains current on market conditions regarding products, product updates, and new technologies through available resources.
13. Responsible for testing software enhancements for the SLC application.
14. Cross-training CSR team.
15. Maintains updated, organized electronic files in appropriate applications, including CSR documentation and procedures.
16. Analyzes customer accounts and promptly makes corrections and/or modifications to files.
17. Contacts customers to obtain missing information or data to ensure an accurate customer database.
18. Traces and expedites past due terminations to ensure lessee and financial institution satisfaction.
19. Trains new Customer Service staff
20. Work an occasional Saturday as business needs demand and at least 1 Saturday per month February through April during high volume season.
21. Performs other related duties as assigned.

Qualifications:

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform essential functions.

Language Ability:

Ability to read and comprehend simple instructions, short correspondence, and memos. Ability to write simple correspondence. Ability to effectively present information in one-on-one and small group situations to customers, clients, and other employees of the organization.

Math Ability:

Ability to add and subtract Five-digit numbers and to multiply and divide with 10's and 100's. Ability to perform these operations using units of American money and weight measurement, volume, and distance.

Reasoning Ability:

Ability to apply common sense understanding to carry out instructions furnished in written, oral, or diagram form. Ability to deal with problems involving several concrete variables in standardized situations.

Computer Skills:

To perform this job successfully, an individual should have knowledge of Microsoft Outlook, Excel, and Word.

Education/Experience:

Preferred three-year related experience or training.

Knowledge, Skills, and Other Abilities:

• Oral communication Skills
• Written communication Skills
• Time management Skills
• Project management Skills
• Organizational Skills
• Customer relations Skills
• Customer service Skills
• Multitasking Skills
• Diplomacy Skills
• Filing Skills
• Leadership Skills

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. Reasonable accommodations may be made to enable individuals with disabilities to perform essential functions.

While performing the duties of this job, the employee is regularly required to sit, use hands, reach with hands and arms, and talk or hear. The employee is occasionally required to stoop, kneel, crouch, or crawl.

Work Environment:

The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform essential functions. This is a fast-paced environment with a high level of inbound and outbound calls.

The noise level in the work environment is usually moderate.

Pay Rate:

• $23-$25 per hour
• The exact starting compensation to be offered will be determined at the time of selecting an applicant for hire and will be dependent on a wide range of factors, including but not limited to geographic location, skill set, experience, education, credentials, and licensure when applicable

Full-Time Benefits

• Medical, Dental, and Vision benefits
• Life Insurance and Long-term disability plans
• Flexible Spending Account
• 401K matching
• Employee Stock Ownership Program in a $18.2 Billion Company, plus company matching
• Wellness Programs
• Metro Tap Card and Metro-link Reimbursement (for Los Angeles, CA employees only)
• Career Path Opportunities
• Discounts on Parks, Museums, Movie Tickets, and Attractions
• Employee Loan Assistance 
• Annual Flu Shot
• Paid Vacations Days
• Paid Sick days
• Paid holidays
• HGym (available in our Los Angeles, CA & Dallas, TX office)
• Rental Car Discounts, Dell Member Purchase Program
• UKG Wallet

ACKNOWLEDGMENTS

We will consider for employment all qualified Applicants, including those with Criminal Histories, in a manner consistent with the requirements of applicable state and local laws, including the City of Los Angeles’ Fair Chance Initiative for Hiring Ordinance.

We are an equal-opportunity employer and do not unlawfully discriminate in employment. No question on this application is used for the purpose of limiting or excluding any applicant from consideration for employment on a basis prohibited by local, state, or federal law. Equal access to employment, services, and programs is available to all persons. Those applicants requiring reasonable accommodation to the application and/or interview process should notify a representative of the organization.

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