Employment Application for CSR Lead/Supervisor
The Call Center customer service team leader position is responsible for providing quality and efficient customer service to customers through the daily management of a team of employees to include motivating, training, coaching, and problem solving. Additionally, the position is responsible for assisting the Customer Service Manager in smooth operation of the department.
Duties:
Sets an excellent example in punctuality, dependability, and attitude.
Provides daily direction and communication to CSR Team so that customer service calls, tickets, and chat are answered in a timely, efficient and knowledgeable manner.
Monitors the call que and daily returns calls to any abandon customers. Understands the importance that return calls are made same day and as soon as possible.
Provides continual evaluation of processes and procedures. Suggest methods to improve department operations, efficiency and service to both customers and the overall GP team.
Creates and maintains a high-quality work environment so team members are motivated to perform at their highest level.
Alerts Customer Service Manager of any employee relations issues expressed by team members or any performance problems.
Provides or oversees training for new CSR team members.
Is available for employees who experience problems providing appropriate coaching, counseling, direction and resolution.
Coach CSRs to handle calls to avoid escalation. Takes escalated calls to avoid further escalation.
Continue to expand product knowledge amongst CSRs.
Continue to work as a leader of special or ongoing projects that are important to the CSR Department and/or process improvement.
Other Duties:
Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this job. Duties, responsibilities and activities may change at any time with or without notice.
Qualifications:
High School Diploma or GED
3 years of Telephone Customer Service Experience/Call Center
2-3 years of Call Center/Telephone CSR Supervising, Management, Lead coverage in a high call-volume setting
Technical Telephone experience auditing calls
Experience training and supervising a team of a minimum of 5 employees
Job Type: Full-time
Pay Rate: Averages $16-$18/hour
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Position Applying For
How did you hear about this job opportunity?
Have you ever been convicted of a felony?
GigaParts is a Drug Free Workplace. Will you submit to a drug test through hair andurinalysis prior to employment?
Do you have a valid driver's license?
If the position requires driving while on duty, will you submit to a driving recordcheck?
GigaParts participates in E-Verify. Are you legally authorized to work in the UnitedStates?
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From 8:30am to 8:30pm, Monday through Saturday,what hours, if any, would you not be able to work?
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A copy of the summary of your rights under the fair credit reporting act can be downloadedhere .By clicking this checkbox, you acknowledge that you have received a copy of the summary ofyour rights under the fair credit reporting act form
Employment opportunities at GigaParts are open to all qualified applicants solely on thebasis of their job-related experience, knowledge, skills, and abilities. Qualified applicants areconsidered for all open positions for which they apply and for advancement without regard to criterionsuch as race, color, religion, sex, national origin, age, marital status, the presence of a medicalcondition or disability, or genetic information as protected by law. GigaParts complies with allapplicable federal, state and local laws with regard to equal employment opportunity. Advancement isbased entirely on an individual's demonstrated performance, job-related ability, skills, and knowledgeand the resulting potential for promotion to the job openings applied for. GigaParts is an EqualOpportunity Employer.
E-Verify
GigaParts complies with the United States Department of Homeland Secuirty (U.S.Citizenshipand Immigration Services) to verify the employment eligibility of all persons hired to work forGigaParts in the United States. GigaParts will provide the Social Security Administration (SSA) and, ifnecessary, the Department of Homeland Security (DHS), with information from each new employee's Form I-9to confirm work authorization. GigaParts maintains full compliance with all regulations set forth byState and Federal law and will utilize E-Verify to assist in ensuring a legal workforce.
An E-Verify case must be created no later than the third business day after the employeestarts work for pay. All Form I-9 must be completed and presented on the first day of work.
In compliance with the Americans with Disabilities Act (ADA), those applicants requiringreasonable accommodation to the application and/or interview process should notify the Office of HumanResources for assistance.
A Summary of Your Rights Under the Fair Credit Reporting Act
The federal Fair Credit Reporting Act (FCRA) promotes the accuracy, fairness, andprivacy of information in the files of consumer reporting agencies. There are many types ofconsumer reporting agencies, including credit bureaus and specialty agencies (such as agenciesthat sell information about check writing histories, medical records, and rental history records).Here is a summary of your major rights under FCRA. For more information, includinginformation about additional rights, go to www.consumerfinance.gov/learnmore
or writeto: Consumer Financial Protection Bureau, 1700 G Street NW, Washington, DC 20552.
You must be told if information in your file has been used against you. Anyone whouses a credit report or another type of consumer report to deny your application for credit,insurance, or employment or to take another adverse action against you must tell you,and must give you the name, address, and phone number of the agency that provided theinformation.
You have the right to know what is in your file. You may request and obtain all theinformation about you in the files of a consumer reporting agency (your filedisclosure). You will be required to provide proper identification, which may includeyour Social Security number. In many cases, the disclosure will be free. You are entitledto a free file disclosure if:
a person has taken adverse action against you because of information in yourcredit report;
you are the victim of identity theft and place a fraud alert in your file;
your file contains inaccurate information as a result of fraud;
you are on public assistance;
you are unemployed but expect to apply for employment within 60 days.
In addition, all consumers are entitled to one free disclosure every 12 months uponrequest from each nationwide credit bureau and from nationwide specialty consumerreporting agencies. See www.consumerfinance.gov/learnmore
for additionalinformation.
You have the right to ask for a credit score. Credit scores are numerical summaries ofyour credit-worthiness based on information from credit bureaus. You may request acredit score from consumer reporting agencies that create scores or distribute scores usedin residential real property loans, but you will have to pay for it. In some mortgagetransactions, you will receive credit score information for free from the mortgage lender.
You have the right to dispute incomplete or inaccurate information. If you identifyinformation in your file that is incomplete or inaccurate, and report it to the consumerreporting agency, the agency must investigate unless your dispute is frivolous. Seewww.consumerfinance.gov/learnmore
for an explanation of dispute procedures.
Consumer reporting agencies must correct or delete inaccurate, incomplete, orunverifiable information. Inaccurate, incomplete, or unverifiable information must beremoved or corrected, usually within 30 days. However, a consumer reporting agencymay continue to report information it has verified as accurate.
Consumer reporting agencies may not report outdated negative information. Inmost cases, a consumer reporting agency may not report negative information that ismore than seven years old, or bankruptcies that are more than 10 years old.
Access to your file is limited. A consumer reporting agency may provide informationabout you only to people with a valid need usually to consider an application with acreditor, insurer, employer, landlord, or other business. The FCRA specifies those with avalid need for access.
You must give your consent for reports to be provided to employers. A consumerreporting agency may not give out information about you to your employer, or a potentialemployer, without your written consent given to the employer. Written consent generallyis not required in the trucking industry. For more information, go towww.consumerfinance.gov/learnmore .
You may limit prescreened offers of credit and insurance you get based oninformation in your credit report. Unsolicited prescreened offers for credit andinsurance must include a toll-free phone number you can call if you choose to removeyour name and address from the lists these offers are based on. You may opt out with thenationwide credit bureaus at 1-888-567-8688.
The following FCRA right applies with respect to nationwide consumer reportingagencies:
CONSUMERS HAVE THE RIGHT TO OBTAIN A SECURITY FREEZE
You have a right to place a security freeze on your credit report, which willprohibit a consumer reporting agency from releasing information in your creditreport without your express authorization. The security freeze is designed to preventcredit, loans, and services from being approved in your name without your consent.However, you should be aware that using a security freeze to take control over who getsaccess to the personal and financial information in your credit report may delay, interferewith, or prohibit the timely approval of any subsequent request or application you makeregarding a new loan, credit, mortgage, or any other account involving the extension ofcredit.
As an alternative to a security freeze, you have the right to place an initial or extendedfraud alert on your credit file at no cost. An initial fraud alert is a 1-year alert that isplaced on a consumers credit file. Upon seeing a fraud alert display on a consumerscredit file, a business is required to take steps to verify the consumers identity beforeextending new credit. If you are a victim of identity theft, you are entitled to an extendedfraud alert, which is a fraud alert lasting 7 years.
A security freeze does not apply to a person or entity, or its affiliates, or collectionagencies acting on behalf of the person or entity, with which you have an existingaccount that requests information in your credit report for the purposes of reviewing orcollecting the account. Reviewing the account includes activities related to accountmaintenance, monitoring, credit line increases, and account upgrades and enhancements.
You may seek damages from violators. If a consumer reporting agency, or, in somecases, a user of consumer reports or a furnisher of information to a consumer reportingagency violates the FCRA, you may be able to sue in state or federal court.
Identity theft victims and active duty military personnel have additional rights. Formore information, visit www.consumerfinance.gov/learnmore
.States may enforce the FCRA, and many states have their own consumer reporting laws.In some cases, you may have more rights under state law. For more information, contactyour state or local consumer protection agency or your state Attorney General. Forinformation about your federal rights, contact:
TYPE OF BUSINESS:
CONTACT:
1.a. Banks, savings associations, and credit unions with total assets of over $10 billion and their affiliates
b. Such affiliates that are not banks, savings associations, or credit unions also should list, in additionto the CFPB:
a. Consumer Financial Protection Bureau
1700 G Street NW
Washington, DC 20552
b. Federal Trade Commission
Consumer Response Center
600 Pennsylvania Avenue NW
Washington, DC 20580
(877) 382-4357
2. To the extent not included in item 1 above:
a. National banks, federal savings associations, and federal branches and federal agencies of foreign banks
b. State member banks, branches and agencies of foreign banks (other than federal branches, federal agencies, and Insured State Branches of Foreign Banks), commercial lending companies owned or controlled by foreign banks, and organizations operating under section 25 or 25A of the Federal Reserve Act.
c. Nonmember Insured Banks, Insured State Branches of Foreign Banks, and insured state savings associations
d. Federal Credit Unions
a. Office of the Comptroller of the Currency
Customer Assistance Group
P.O. Box 53570
Houston, TX 77052
b. Federal Reserve Consumer Help Center
P.O. Box 1200
Minneapolis, MN 55480
c. Division of Depositor and Consumer Protection
National Center for Consumer and Depositor Assistance
Federal Deposit Insurance Corporation
1100 Walnut Street, Box #11
Kansas City, MO 64106
d. National Credit Union Administration
Office of Consumer Financial Protection
1775 Duke Street
Alexandria, VA 22314
3. Air carriers
Assistant General Counsel for Office of Aviation Consumer Protection
Department of Transportation
1200 New Jersey Avenue SE
Washington, DC 20590
4. Creditors Subject to the Surface Transportation Board
Office of Public Assistance, Governmental Affairs, and Compliance
Surface Transportation Board
395 E Street SW
Washington, DC 20423
5. Creditors Subject to the Packers and Stockyards Act,1921
Nearest Packers and Stockyards Division Regional Office
6. Small Business Investment Companies
Associate Administrator, Office of Capital Access
United States Small Business Administration
409 Third Street SW, Suite 8200
Washington, DC 20416
7. Brokers and Dealers
Securities and Exchange Commission
100 F Street NE
Washington, DC 20549
8. Institutions that are members of the Farm CreditSystem
Farm Credit Administration
1501 Farm Credit Drive
McLean, VA 22102-5090
9. Retailers, Finance Companies, and All OtherCreditors Not Listed Above
Federal Trade Commission
Consumer Response Center
600 Pennsylvania Avenue NW
Washington, DC 20580
(877) 382-4357
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