About the Role
Lead Contact Center Representative
Remote – Tennessee
Full time
At CLEAResult, we lead the transition to a sustainable, equitable, and carbon-neutral energy-efficient future for our communities and our planet. We do that by creating a people-first culture built on trust, accountability, and transparency; where every employee – regardless of position, role, or identity is treated with respect and given an equal chance to thrive.
Additionally, you will enjoy:
• Medical, Dental, and Vision Insurance; we also offer a company-paid health care concierge service to help navigate our health plan to make the best decisions for you and yours
• 401(k) with company match
• Paid vacation, sick, personal and parental leave time
• Paid Volunteer Time: giving back to our communities is important to us
• Employee Recognition Program – convert your recognition points into gift cards
• Employee Assistance Program – offers benefits to help you manage daily responsibilities
• Access to on-demand training courses to advance further in your career
Job Description
· Oversee the day-to-day performance of staff to ensure programs achieve acceptable customer support levels
· Review staff performance, and motivate and challenge staff to move to higher levels of achievement
· Assist in developing an employee recognition plan
· Monitor and benchmark program and staff performance; provide feedback, suggestions, and recommendations for improvement
· Schedule staff; process and submit weekly production timesheets in supervisors absence
· Monitor staff performance for quality assurance and training purposes. Recommend corrective action plans
· Assist in receiving incoming calls and provide initial screening of customers questions. Evaluate needs and direct customers to appropriate programs/services. Accurately enter customer data into tracking software systems
· Handle both inbound/outbound calls to support the needs of a diverse customer base
· Cross-train for a variety of programs
· Act as a liaison between the contact center and clients in supervisors absence
· Assist in monthly reporting requirements