Customer Care Team Lead - Southern Tier

Company: Blue Ridge Communications
Department: Retail Center
Location: Ephrata, Pennsylvania 17522
Job Type: Full Time
Shift: Monday-Friday, 8AM-5PM and alternating Saturdays, 9AM-1PM
Pay Rate: $15/hr

As a Team Leader, the ideal candidate will be responsible for the following:

  • Setting a good example and supporting our Core Values
  • Providing an exceptional customer service experience on the phones and at the counter
  • Being an advocate for all company policies and supporting changes as they arise
  • Assisting with support when a manager is off and an urgent customer situation requires immediate attention
  • Supporting our brand purpose, ethics and customer experience goals
  • Ensuring customers are not inconvenienced when service errors occur and require urgent correction when the employee who originally handled the request is absent
  • Assisting with processing employee changes to add/remove discounted and free services
  • Working flexible hours to cover for Supervisors as needed
  • Exceptional attendance and a commitment to being present at all meetings and training opportunities as needed
  • Learning and working with Excel performance reports to identify performance that is outstanding or needs attention
  • Listening to calls to assist customers and supervisors with agent performance improvement, customer experience, process improvement, long calls and offering advice on skill building to help improve call processing
  • Sharing and supporting process changes with the team
  • Assisting with troubleshooting guidance
  • Monitoring and scoring calls
  • Assisting with creative puzzles and ideas to help staff learn in a fun way to ensure our brand personality
  • Assisting with incentive ideas to reward and recognize great performance
  • Posting batches when the manager is off
  • Other duties as needed

Qualifications:

  • High School Diploma or G.E.D
  • Minimum of 1 year Telecommunications and/or Customer Service Experience
  • Proficiency with Microsoft Office Suite, Adobe and PowerPoint
  • Proficiency using ICOMS/GUI preferred
  • Comfortable using Slack Channel preferred
  • Strong Order Entry Skills
  • Strong Coaching and Development Skills
  • Strong Sales and Retention Skills
  • Strong Communications Skills - Oral and Written
  • Strong Customer Service and Phone Soft Skills
  • Strong Problem Solving and Troubleshooting skills
  • Strong Time Management Skills
  • Strong Organizational Skills
  • Ability to work independently paired with good communication to peers and superiors
  • Ability to display strong teamwork
  • Ability to excel in a fast paced environment
  • Ability to adapt to change and the changing needs of the company and departments
  • Ability to consistently portray a neat and professional appearance
  • Ability to represent a cooperative, professional and positive attitude towards customers, team members, peers and superiors
  • Ability to perform duties while adhering to company policies and procedures
  • Ability to create solutions and implement changes.
  • Ability to display innovation/creativity
  • Ability to work overtime when necessary