What are the responsibilities and job description for the Customer Contact Lead position at The Exchange?
Job Description
Provides lead support in the customer contact center. Responsible for researching and resolving customer inquiries and/or complaints to ensure customer satisfaction.
Job Grade
3
Job Tier
2
Career Area
Retail Specialist
Supervisor
No
Job Qualifications
Two years of customer service or customer relations in a call center environment. Prior experience in a call center environment in the last 18 months is preferred.
Additional Qualifications/Requirements
Work – Onsite (HQ – Dallas, Texas/Exchange Location)
$44,704.00
Major Duties
Answers, researches and resolves inbound escalated customer issues involving Military Star, e-Commerce, Collections and ESSO. Answers calls as needed to retain service level.
Serves as a subject matter expert and resource to customer service agents on applicable policies and processes. Assists in the execution of new policies and processes to support performance improvement goals.
Answers inbound calls related to federal debts, collections, returned checks, ECP Military Star and e-Commerce. Reviews and researches customer accounts and takes appropriate action based on the account status. Documents collection efforts made according to policies and procedures.
Performs other duties as assigned.
Work Challenges
24X7 work environment supporting Exchange operations, which requires shift work and may include holidays and weekends.
Job Type
Management
Number of Positions Remaining
1
Provides lead support in the customer contact center. Responsible for researching and resolving customer inquiries and/or complaints to ensure customer satisfaction.
Job Grade
3
Job Tier
2
Career Area
Retail Specialist
Supervisor
No
Job Qualifications
Two years of customer service or customer relations in a call center environment. Prior experience in a call center environment in the last 18 months is preferred.
Additional Qualifications/Requirements
Work – Onsite (HQ – Dallas, Texas/Exchange Location)
- Remote/Telework not authorized per Presidential Memorandum “Return to In Person Work”
- Candidates eligible for the Military Spouse Exemption may be considered for remote work
- Alternate authorized onsite duty location may be determined following selection.
- PCS Not Authorized/LSP Not Authorized
- MICROSOFT OUTLOOK - Required
- MICROSOFT WORD - Required
- ACCOUNT SERVICES - Preferred
- ATN - Preferred
- CREDIT CARD MANAGEMENT SYSTEM - Preferred
- CCD - Preferred
- CVS - Preferred
- EXCEL-INTERMEDIATE LEVEL - Preferred
- MICROSOFT POWERPOINT - Preferred
- TYPING 30 WPM - Preferred
$44,704.00
Major Duties
Answers, researches and resolves inbound escalated customer issues involving Military Star, e-Commerce, Collections and ESSO. Answers calls as needed to retain service level.
Serves as a subject matter expert and resource to customer service agents on applicable policies and processes. Assists in the execution of new policies and processes to support performance improvement goals.
Answers inbound calls related to federal debts, collections, returned checks, ECP Military Star and e-Commerce. Reviews and researches customer accounts and takes appropriate action based on the account status. Documents collection efforts made according to policies and procedures.
Performs other duties as assigned.
Work Challenges
24X7 work environment supporting Exchange operations, which requires shift work and may include holidays and weekends.
Job Type
Management
Number of Positions Remaining
1
Salary : $44,704
