Lead Customer Care Representative

Lead Customer Care Representative

The Lead Customer Care Representative is responsible for all account maintenance involving walk-in customers. This role will open new accounts, make payments, change account information, recertify accounts, test, and replace transponders, and respond to patron requests.
 
Essential Duties and Responsibilities:

• Act as a role model for staff
• Maintain exceptional level of customer service and handle escalated customer issues in the absence of the Associate Supervisor
• Contribute to the training of satellite office staff to ensure they understand and follow procedures
• Ensure the Service Center is clean, organized, and all equipment is functioning properly
• Ensure timely communication of essential information to Associate Supervisor and to Customer Care Supervisor
• Assist in creating a positive work environment that fosters a healthy team relationship
• Assist with auditing and required reports (e.g., Daily Walk-in report, QLess,Metric 36) as needed as well as order supplies
• Process applications for walk-in customers
• Perform account maintenance, including account changes, transponder changes, recertifications, additional tag requests, replenishments, adjustments, and statement requests
• Assist in the reduction of Customer Care backlog (i.e., correspondence, return mail, online, close accounts, etc.)
• Prepare work to be couriered
• Ensure daily cash outs and deposits are completed accurately
• Assist in opening and closing the office as needed
• Perform other duties as directed by management and supervisory staff

We are the experts in Human Capital. It starts with a commitment to personal attention. A single point of contact from day one. That's what makes The Panther Group different. That is how we deliver results to our clients and candidates. Our focus on quality, diversity and service sets us apart. At The Panther Group, it's about attention to detail. We attract the right talent, connect job seekers with the right jobs and provide the right custom solutions because we worry about the little things. Providing our clients the best value for their dollar, finding our job seekers opportunities where they can thrive, giving our clients and candidates the level of service they deserve, leveraging the most efficient processes in the industry.