Customer Care Specialist IV - Team Lead

The Customer Care Specialist Job Family (CCS) 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. Generally 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. Most of these activities follow standard procedures and policies with more senior levels using greater latitude and judgement in responding to customers. All positions are non-exempt.



1. Tasks are substantially varied and complex.
2. Serves as a resource to others in the resolution of complex problems and issues.
3. Resolves the most complex issues and problems.
4. Ensures cooperation and coordination with other departments in the company.
5. Suggests changes in procedures.
6. Assists in developing revised standards and methods.
7. May engage in advanced quality assurance activities.
8. Ensures that deadlines are met. May have claim payment authority.


Disclaimer:
This description provides the minimum qualification of this position, but does not necessarily include every responsibility, requirement, skill, or working condition associated with the job. While this description is intended to accurately reflect the current job, management will review the job, as needed, and may require that different tasks be performed, depending on the circumstances in the workplace.

REQUIREMENTS


Experience: 5+ years of related experience in the function or similar activity outside the organization. Knowledgeable in all the duties of the CCS III position, or similar positions.





May have gained experience in the supervision of subordinates. Extensive knowledge of company products and services.



Supervision: Works under general supervision. Relies on experience and judgement to plan and accomplish assigned tasks and goals. Orient, train, assign and check the work of lower level employees.





Skills: Applies expert problem solving skills to the most complex of issues.





May apply sophisticated sales techniques and handle escalated calls.





Recognize and recommend areas needing improvement. Learns to schedule and coordinate team activities.



Additional InformationTrack All experience, preferred. Multi-Client knowledge, preferred. MS Word and Excel testing required


Disclaimer:
This description provides the minimum qualification of this position, but does not necessarily include every responsibility, requirement, skill, or working condition associated with the job. While this description is intended to accurately reflect the current job, management will review the job, as needed, and may require that different tasks be performed, depending on the circumstances in the workplace.