InComm

  • Customer Care Team Lead, I

    Job Location US-FL-Jacksonville
    Type
    Full-Time
  • Overview

    Leveraging deep integrations into retailers’ point-of-sale systems, InComm provides connectivity to a variety of service providers that allow consumers to conduct everyday business at more than 450,000 points of retail distribution worldwide. Whether those consumers are activating prepaid products, paying bills, enjoying real-time discounts through a membership card, purchasing digital goods in-store or adding funds to an online account, InComm is there to provide unique gift-gifting opportunities, cater to on-the-go shoppers, deliver added value through loyalty programs and serve cash-based consumers. With 186 global patents, InComm is headquartered in Atlanta with a presence in over 30 countries in North and South America, Europe and the Asia-Pacific region. Learn more at www.incomm.com or connect with us on www.twitter.com/incomm, www.facebook.com/incomm, www.linkedin.com/company/incomm or www.incomm.com/blog.

     

    About This Opportunity

    Our Customer Care Centers are committed to assisting our customers around the clock, 24 hours a day, 7 days a week. Our Team is made up of individuals who are dedicated to the highest level of service and strive to constantly improve quality through training and development strategies. 

     

    Do you like to help others? Do you like helping solve problems? Do you like to learn? Then InComm Customer Care Centers may be just the place for you to start, or continue to grow your career.

    We are looking for top talented individuals who are seeking a long term rewarding career in Customer Care.  We believe that our most valuable asset is our people and to that end we want to develop and promote our employees. 

     

    Customer Care has a development plan for all Customer Care employees to help you learn not only the InComm product set, but also core skills that will help you advance as a professional.

     

    The Customer Service-Team Lead is responsible for assisting the management team with ensuring the operation of the Customer Care Center is providing the highest level of quality of service to our internal & external customers through the daily management of a team of up to 25 employees to include hiring, motivating, recognizing and rewarding, coaching, training and problem solving. 

    Responsibilities

    • Handle inbound, outbound and escalated calls.
    • Assist the management team with daily operation of the call center to include the development, analyses and implementation of policies and procedures, staffing, training, scheduling, and reward/recognition programs.
    • Use system and modified reports to track productivity and quality of CSR’s performance.
    • Review Experian checks to ensure we remain in compliance with the Patriot Act.
    • Maintain awareness of system speed and failures and communicate to Management for resolution.
    • Respond / Assist with Web Inquiries as needed.
    • Assist with interviewing CSR candidates.
    • Work as a member/leader of special or on-going  projects that are important to area/process improvement.
    • Use appropriate judgment in upward communication regarding department or employee concerns.
    • Monitor calls for quality performance and provide appropriate feedback.
    • Insure employees have appropriate training and other resources to perform their jobs.
    • Assist CSR’s with questions through proactive management and floor presence/coverage.

    Qualifications

    • Minimum of 6 months Call Center Experience.
    • Must possess strong communication, organizational, and time-management skills.
    • Must be able to handle multiple tasks while working independently, as well as, interact well with others.
    • Must be able to develop and motivate a team.
    • Must be able to communicate effectively (both verbally and written) to a variety of audiences.
    • Proficiently with PC Based software required, i.e. Word and Excel.
    • Prior Lead / Supervisory experience is strongly preferred.

     Internal Candidates:

    In most cases, a call center employee should be employed in his or her current position for at least six (6) consecutive months before being eligible for a voluntary position transfer within the Company. An employee’s performance is taken into consideration for any voluntary transfer; this includes no final corrective actions.

    In some cases, a call center employee may be considered for an internal transfer before reaching six (6) months of service if there is a business need. This is handled on a case by case basis and several factors are considered including but not limited to business need, performance and experience.

     

    InComm provides equal employment opportunities (EEO) to all employees and applicants for employment without regard to race, color, religion, sex, sexual orientation, gender identity or national origin, citizenship, veteran’s status, age, disability status, genetics or any other category protected by federal, state, or local law.

     

     

     

     

                                                                                      

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