About the Role
Customer Care Group Team Lead
Full time -Remote
Must be a resident in the state of North Carolina.
PLEASE NOTE: This position is available to external applicants.
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CRC Values: ICARe Integrity. Communication. Accuracy. Resultseveryday!
We are currently hiring for a Customer Care Group Team Lead to be part of our Customer Care Group team,
Summary
With minimal supervision from the Operations Manager, the Customer Care Group Team Lead supervises the daily processing conducted by the Customer Care Group team, ensuring the establishment and maintenance of an effective line of communication with all clients.
Supervisory Responsibilities:
- Demonstrate leadership by overseeing the daily operations of the CCG team and assisting the Operations Manager with additional tasks.
- Provide written assessments of team members performance as requested.
- First step approval of employee leave requests and approval of timesheets.
- Training of new and existing team members.
Essential Functions:
- Coordinate with other departments to ensure that each order is returned to the client in a timely manner.
- As a leader of others, maintain a personal performance level that meets or exceeds the established production and quality goals of the department.
- Review and credential corporate account requests. Add new users under existing corporate accounts as necessary, maintaining the physical file for each client.
- Check the company voicemail box for messages.
- Add/remove client orders, adjust billing as necessary.
- Assist the accounting department with locating invoices and client information. Place accounts on hold when necessary.
- Maintain a record of international requests and additional payments for billing.
- Collect and forward client and team feedback for continued process improvement.
- Conduct training sessions, monitor employee performance, and submit weekly team lead reports.
- Coordinate daily workflow within the team.
- All other duties as assigned.
nowledge, Skills & Abilities:
- Ability to handle all assignments with discretion and confidentiality.
- Excellent written and verbal communication skills.
- Ability to work independently, and as a part of a team.
- Ability to organize, plan and prioritize work schedule to meet strict deadlines.
- Must be able to maintain detailed, confidential and accurate records.
- Well-developed interpersonal and communication skills.
- Professional appearance and manner.
- Ability to manage staff.
Requirements:
- Equivalent leadership role in customer service settings.
- High School diploma and/or College Degree with equivalent work experience.
- Basic FCRA Certification preferred but not required.
- Solid experience and performance working remotely in a prior job.
- 1-3 years of Management or Supervisory experience in a customer service role.
- Experience working with Zendesk, softphone and/or VOIP.
- Computer literacy and comfortable with communication tools such as Zoom, Microsoft Teams, chat, and email.
- Private permanent home office space to work in WITH secure highspeed internet.
- Must be a resident of North Carolina