Consumer Help Desk Team Lead

Description

 We are a high-growth Point-of-Sale (POS) finance company focused on delivering seamless, embedded lending experiences for consumers and merchants alike. 

 UGA offers full-time employees a benefit package that includes employer-subsidized health insurance, dental and vision insurance, voluntary life and short-term disability insurance, a Simple IRA with a 3% match, and Paid Time Off, including 4 hours of Volunteer Time Off per year. 

Job Summary: The Consumer Help Desk Team Lead resolves complex consumer support tickets; monitors and assists the Consumer Help Desk I & II agents in handling support tickets, and communicates directly with the Contact Center Supervisor.  

Principle Responsibilities: 

• Resolve escalated consumer help desk support tickets and escalated phone calls. 
• Provide guidance and training to CHD agents and ASRs.
• Track and report on support ticket updates in accordance with the merchant support ticket timeline of 5-day acknowledgment/ 15-day resolution/ 30-day completion. 
• Work with internal teams and merchants to help resolve consumer support tickets.
• May attend internal meetings to provide technical support and expertise for consumer help desk policies and procedures.  
• Will assist with reviewing disputed support tickets and support resolution as necessary. 
• Maintain detailed records of consumer inquiries.  
• Assist in quality assurance of consumer help desk agents. 
• May help to create consumer help desk policies and procedures
• Maintain broad and in-depth knowledge of merchant products and services.

Requirements

Knowledge, Skills, and Abilities:  

• Excellent organizational and time management skills.
• Excellent verbal and written communication skills, including active listening and facilitation skills. 
• Excellent customer service skills; service-oriented and able to resolve customer grievances. 
• Strong interpersonal skills with a proven ability to collaborate with a team.
• Demonstrated critical thinking and problem-solving skills.
• Proficient in Microsoft Office Suite or related software.
• Basic understanding of clerical procedures and systems such as recordkeeping and filing.

Work Experience:  

• 5 years of contact center experience preferred. 

Training and Education:  

• High school diploma or equivalent required. 
• Complete all required training as assigned.

Working Environment and Requirements to Perform Job Responsibilities

• Ability to work assigned shifts. 
• Ability to work in a shared office, private office, and/or cubicle in accordance with job duties and responsibilities. 
• Ability to be on location for client services for all work hours.  
• Effective with shifting roles, responsibilities, and expectations in a changing work environment.  
• Ability to see computer screens, read, and complete forms
• Ability to lift to 10 pounds with the ability to push, pull, bend, reach, and sit.
• Ability to sit for prolonged periods/work at a desk. 
• Ability to answer the phone in a busy environment – hear callers and be responsive.  
• Ability to work in a high-intensity/fast-paced work environment and be able to multi-task and prioritize.