Customer Care Team Lead

Employer
Assurant
Location
Duluth Georgia
Salary
Not Specified
Posted
Jun 08, 2017
Closes
Aug 07, 2017
Ref
49606#GIJ--Assurant.7
Job Type
Not Specified
Career Level
Not Specified

The Customer Care Specialist Job Family is responsible:

  • For providing front line, direct contact with clients and customers. This is principally done through receiving or placing telephone calls, however mail, express delivery, fax and other electronic methods (e-mail) are also possible means of communication.
  • Uses computerized system for tracking, information gathering and/or trouble shooting the items raised by the client/customer.
  • Recognizes consistent problem areas and reports to higher level for action.
  • Seeks to retain account and/or suggest and encourage use of other services and products.
  • Depending on area may promote and sell products and/or services and enter or confirm sales.
  • Responds in a timely manner.
  • Follow standard procedures and policies with more senior levels using greater latitude and judgment in responding to customers.

MAJOR AREAS OF ACCOUNTABILITY

  • Lead, organize, motivate and coordinate the day to day work flow activities of associates that perform the duties required of a Customer Care Specialist or Sr. Customer Care Specialist to ensure deadlines/SLA's are met
  • Act as a SME for department to answer procedural questions and assist in resolving complex or escalated issues
  • Assist with inbound/outbound activity and/or assigned projects
  • Ensure cooperation and coordination with other departments in the company
  • Utilize knowledge of team, procedures, trending and call center reporting to recommend process improvements and efficiency gains.
  • Ability to work in multi client/functional environment
  • Assist in developing revised standards and methods
  • Handle highly escalated supervisory type calls and other temporary assignments
  • Mentor team based on low production or quality results.
  • Oversee training of new hires and associate cross training initiatives, in addition to the creation and facilitation of training, as needed.

Overtime and/or Saturday hours may be required.

To review a video about our Assurant Specialty Property Hazard Service Center Operation, please click or copy/paste the following URL into a new browser window: http://www.youtube.com/watch?v=gfRzEfCtCvg

Education:

  • High school diploma/GED required
  • 4 year degree or equivalent work experience preferred

Knowledge and Skills:

  • Knowledge of all of the duties of the Customer Care Specialist and Sr. Customer Care Specialist positions
  • Strong computer skills, (ability to create, edit and analyze spreadsheets)
  • Advanced skills at effective listening and communication (verbal/written) with internal and external personnel/customers/clients
  • SME for Customer Care procedures, call processing & soft skill techniques.
  • Strong attention to detail
  • Proven ability to successfully prioritize and plan to meet goals
  • Demonstrates leadership skills
  • Works well in a fast paced/high stress environment
  • Ability to easily adapt well to change and encourage others to do the same
  • Works well in team environment and as an individual contributor
  • Expert skills in thinking outside of the box to resolve complex/escalated problems
  • Ability to effectively relay accurate and detailed information to various parties via in-bound and out-bound telephone calls, in team meetings, training sessions, and our clients.

Previous Experience:

  • Minimum 3 years customer service in a insurance, banking, finance, mortgage lending or related experience
  • Minimum 2 years demonstrated leadership experience



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