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Customer Care Lead

Equiniti

Mendota, MN | Full Time

$44k-57k (estimate)

0 Months Ago

Customer Care Lead

Equiniti Mendota, MN

$44k-57k (estimate)

Full Time | Business Services 0 Months Ago

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Equiniti is Hiring a Customer Care Lead Near Mendota, MN

Job/Project description: High Level Summary The Sharewowner Solutions Lead is a vital member of the Customer Solutions Team and is responsible for responding to more complex and escalated issues from internal and external customers. The selected candidate will spend approximately six hours of the day on the phone, taking incoming calls from our Customer Service Reps who need assistance. The other two hours of the day will be spent researching and resolving issues. The ideal candidate for this role will have exceptional customer service skills and an ability to comprehend customer issues and recommend effective solutions.
Essential Functions/Responsibilities

Partnering across departments and business groups to ensure a superior customer experience, acting as an escalation point for representatives and business partners to resolve customer and client issues, provide coaching to representatives and feedback to managers
Track and Review data and report trends to management.
May act as subject matter expert on line of business initiatives or projects.
May provide guidance to less experienced staff
May act as a Peer coach or as a liaison for higher revenue clients
Provide support and expertise to Quality Assurance Specialists and Learning and Development consultants
May provide written correspondence and email processing support
May assist in taking incoming calls from Shareowners during peak times

The statements contained herein reflect the principle/essential functions and most significant duties of the job, and is not an all-inclusive list of the job's requirements. Individuals may perform other duties as assigned including work in other areas to cover absences, provide relief as needed and/or to equalize peak work periods or otherwise balance workloads. Education Requirements

High school Diploma or equivalent

Experience Requirements

1 year of customer service experience or 1 year of Shareowner Services experience

Knowledge, Skills and Abilities

Previous Contact Center experience in the Shareowner Relations Call Center
Previous experience mentoring or coaching associates
High motivation with ability to successfully meet individual and team goals
Financial services experience
Excellent verbal, written, and interpersonal communication skills
Strong analytical skills with high attention to detail and accuracy
Solid troubleshooting and resolution skill
Customer service focus with the ability to balance needs of clients, shareholders, and team members

Certificates, Licenses and/or Registrations

None required

Equal Opportunity Statement We are an equal opportunity employer and make employment decisions without regard to race, creed, religion, national origin, sex (including pregnancy, gender identity, and sexual orientation), parental status, marital status, national origin, age, disability, family medical history or genetic information, political affiliation, military service, status with regard to public assistance, or any other characteristic protected under federal, state, or applicable local law. Physical/Sensory Demands The physical and sensory demands described are representative of those that must be met by an employee to successfully perform the essential functions of this job.

Work is normally performed in a typical interior/office environment that requires normal safety precautions (such as in typical office or administrative work)

While performing the duties of this job, the employee is regularly required to:
- Use hands and fingers to handle, feel, or operate objects, tools or controls and reach with hands and arms
- Stand, talk and hear, and sit for an extended period of time; walk, bend, stand etc. may be minimally required
- Good manual dexterity for the use of keyboards and common office equipment
- No heavy lifting expected, exertion of up to 10 pounds of force occasionally may be required
- May be required to drive to other locations

Additional Pertinent Information

Required to work scheduled hours to successfully perform the job responsibilities
May work additional hours as business needs require
Frequently subjected to interruptions, multiple calls and inquiries
The noise level in the work environment is usually quiet to moderate

We are committed to equality of opportunity for all staff and applications from individuals are encouraged regardless of age, disability, sex, gender reassignment, sexual orientation, pregnancy and maternity, race, religion or belief and marriage and civil partnerships. Please note any offer of employment is subject to satisfactory pre-employment screening checks. These consist of 5 year activity & GAP verification, DBS or Access NI, Credit, Sanctions & CIFAS checks

Job Summary

JOB TYPE

Full Time

INDUSTRY

Business Services

SALARY

$44k-57k (estimate)

POST DATE

04/13/2023

EXPIRATION DATE

05/15/2024

WEBSITE

equiniti.com

HEADQUARTERS

LONDON

SIZE

500 - 1,000

FOUNDED

2007

CEO

PAUL CHARLES MATTHEWS

REVENUE

$200M - $500M

INDUSTRY

Business Services

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The job skills required for Customer Care Lead include Customer Service, Initiative, Call Center, Coaching, Mentoring, Attention to Detail, etc. Having related job skills and expertise will give you an advantage when applying to be a Customer Care Lead. That makes you unique and can impact how much salary you can get paid. Below are job openings related to skills required by Customer Care Lead. Select any job title you are interested in and start to search job requirements.

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The following is the career advancement route for Customer Care Lead positions, which can be used as a reference in future career path planning. As a Customer Care Lead, it can be promoted into senior positions as a Customer Service Supervisor that are expected to handle more key tasks, people in this role will get a higher salary paid than an ordinary Customer Care Lead. You can explore the career advancement for a Customer Care Lead below and select your interested title to get hiring information.