CUSTOMER SERVICE LEAD
T-Cetra LLC - Dublin, OH
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Customer Service Team Lead - Night ShiftLocation: Dublin, OhioFull-time, HourlyDepartment: OperationsReports to: Customer Service ManagerHybrid (combo of in-office and remote)We're constantly developing new and creative ways to solve the industry's most complex problems. Our enterprise software solutions run the gamut of Information Technology Services-from payment processing, to prepaid wireless activations, to mobile and web app development. For the past 10+ years our originality attracts the most outstanding and innovative thinkers- allowing us to develop new and creative approaches while growing as the industry leader. Are you a passionate professional, ready to make changes in the tech world? Join our team todayT-CETRA is looking for a Customer Service team Lead. The successful candidate will have the opportunity to provide leadership for day-to-day processes. Design, test, implement and monitor any new processes and procedures. Including:Monitor phone, activation, email inboxes, and ticket queuesProvide continual evaluation of processes and procedures. Responsible for suggesting methods to improve area operations, efficiency and service to both internal and external customersAnswer escalated calls from Merchants and Master AgentsAnalyze customer's needs, troubleshoot technical issues and provide appropriate solutionTeam ManagementResponsible to assist in meeting team goal service levelsLive monitoring of CSR phone callsDevelop and maintain a good relationship with customers, Master Agents and employeesAssist in CSR inquiresEscalate tickets to IT, Product, UI/UX, Sales, and Product ManagementOther duties as assignedMinimum Qualifications: Associate degree or equivalent experience.Ability to multi-task and work under pressureStrong technical and computer skillsAbility to work directly with upper management Patient and passionate personalityCommunication skillsAbility to work in a fast-paced environmentProfessional attitude towards customers and direct reports.Fluency in Spanish a bonusWhy Should You Apply?Paid Time OffComprehensive Medical, Vision and DentalMatching 401k up to 4%FMLA and Life InsuranceTuition ReimbursementWellness ProgramEmployee Growth and Development Reimbursement ProgramDiscounted Rates for Multiple Handsets and Prepaid Wireless RatesBeautiful nearby walking paths and parkFun, value centered work atmosphereFlexible work environmentT-CETRA provides employment and opportunities for advancement, compensation, training, and growth according to individual merit, without regard to race, color, religion, sex (including pregnancy), national origin, sexual orientation, gender identity, marital status, age, genetic information, disability, veteran-status, or any other characteristic protected under applicable Federal, state, or local law. Our goal is for each staff member to have the opportunity to grow to the limits of their abilities and to achieve personal and organizational objectives. We will support positive programs for equal treatment of all staff and full utilization of all qualified employees at all levels within T-CETRA. To create a safe and positive environment for employees, all applicants must perform a pre-employment drug screen and background check.
Created: 2024-09-30