Lead Customer Care Specialist

Job description

Job Purpose: The primary focus is coaching to performance to enhance revenue production, maximize cost savings, increase first contact resolution, etc. A Lead handles more complex issues such as escalations and supports the Team Performance Leader with quality monitors, achieving performance targets, distributing workload as applicable and other projects as assigned. Development provided by Communications and Training for coaching content. The Lead Customer Care Specialist is a developmental position for possible future career growth and management role preparation. Business Impact: This role has an impact on our financial performance, service and customer loyalty Job Contributions – What Will You Do: - Assist Team Performance Leaders through coaching specialists in specific skillsets this includes completion of Agent Development Plan with SMARTS objectives. - Handle agent questions, service issues and customer complaints as first level of escalation. This may include completing outgoing calls to customers, accounts, affiliates/associations. - Serve as backup on calls and files as business needs arise. - Clerical duties that may include copying, data input, headset administration,...