Team Lead WAH - Inktel Contact Center Solutions
 

Team Lead WAH

Job Category: Customer Service

The Team Lead, under general supervision of the Operation Supervisor will lead and provide customer service in a call center environment. In addition to performing the functions of a Call Center Representative, incumbents investigate and resolve escalated or difficult customer service complaints via phone or other methods. This role will participate in the ongoing training of call center staff, support the supervisors on evaluating their performance and report those findings to the Call Center Supervisor/Manager and complete other related work as assigned.

Operates under the direct general supervision of a Supervisor. The Call Center Representative exercises no supervision over other employees.

Qualifications: 

  • Proven track record of ALL of the following STRIVE values: 
  • [S]ervice 
  • [T]enacity 
  • [R]esponsibility 
  • [I]ntegrity 
  • [V]ersatility 
  • [E]ntrepreneurship  
  • Amazing combination of nimble thinking, high energy, passion and persistence: resourcefulness 
  • Strong desire to be helpful and take ownership to resolve customer situations 
  • Empathetic and active listening 
  • Excellent oral communication skills: clear diction, tone and knowledge/use of proper grammar 
  • Positive outlook and enthusiastic attitude 
  • Conscientious team player 
  • Driven by delivering results 
  • Professional demeanor, put together 
  • Dependable and consistent, history of good attendance 
  • Naturally curious with an aptitude for learning and understanding quickly 
  • Ability to multitask by reading, typing, and navigating through applications while speaking with customers 
  • Prior customer service/troubleshooting experience preferred 

 Responsibilities: 

  • Assist potential customers in understanding and purchasing products and/or services  
  • Assist customers in resolving potential product or service related issues 
  • Troubleshoot technical issues that are related to products and services 
  • Identify root cause of inquiries by asking probing questions to determine the best solution 
  • Use client-specific tools to research inquiries, document customer interactions, and issue resolutions 
  • Receive and respond to inbound customer inquiries via phone, email, and/or text while updating internal computer applications and systems 
  • Maintain required product and service knowledge to deliver best in class service 
  • When needed, serve as a knowledgeable, thoughtful sales consultant for customers 

Equal Opportunity Employer/Protected Veterans/Individuals with Disabilities

The contractor will not discharge or in any other manner discriminate against employees or applicants because they have inquired about, discussed, or disclosed their own pay or the pay of another employee or applicant. However, employees who have access to the compensation information of other employees or applicants as a part of their essential job functions cannot disclose the pay of other employees or applicants to individuals who do not otherwise have access to compensation information, unless the disclosure is (a) in response to a formal complaint or charge, (b) in furtherance of an investigation, proceeding, hearing, or action, including an investigation conducted by the employer, or (c) consistent with the contractor’s legal duty to furnish information. 41 CFR 60-1.35(c)

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