Lead Customer Care Specialist

Job description

Position Overview: The Lead Customer Care Specialist is responsible for overseeing the daily operations of the Work Zone programs including: continuously monitoring customer queues to ensure timely responses and issue resolution. Analyze queue metrics to identify trends and areas of improvement. Maintain and enforce high standards of customer service across all interactions. Address and resolve complex customer issues promptly and efficiently. Qualifications: High School Diploma or Equivalent • - Act as primary contact for escalated customer issues, providing clear and concise communication. - Facilitate all communication between customers, team members, and other departments to ensure alignment and transparency. - Maintain comprehensive knowledge of all processes related to Work Zone programs. - Identify and implement solutions for any customer-related issues or complaints. - Collaborate with relevant teams to develop and improve processes that impact customer experiences. - Generate and analyze daily/ monthly reports ensuring accuracy and timely delivery. - Manage Call Center escalations, ensuring issues are addressed promptly and efficiently. - Support Call Center operations, in...