• Team Leader- Customer Care

    Job Locations US-NV-Las Vegas
    Posted Date 1 month ago(3/19/2018 12:52 PM)
    Job ID
    2018-1559
    # of Openings
    2
    Category
    Customer Service/Support
  • Overview

    Windham Professionals, Inc. with its campus headquarters in beautiful Salem, NH is hiring a Team Lead for our Las Vegas, NV location. Recognized in 2018 as a Training Top 125 Winner, Windham is not your average accounts receivable management and customer care firm.  Windham was built over 36 years ago and is a place where you will find great people, a collaborative work environment, a fun and exciting culture filled with employee engagement activities, and the room to grow your career as far as your talent and ambition will take you.

     

    This position is a subject matter expert for the client they support. This includes having superior knowledge of the program processes and systems. This position takes customer care calls, emails or chats when not engaged in assisting the program leadership in an offline role.  The Team Leader assists Specialists in the training environment or on the production floor, and assists with new Specialist training and continued guidance to assist managers.

    Responsibilities

    • Take customer care calls, emails, chats in a fully billable state for up to 100% of their working hours
    • When directed by the manager, assists with the creation and presentation of training material, techniques, and ideas to new and tenured specialists
    • Reports on progress of specialists and personnel under their guidance both during the training period and when in production
    • Assists in answering specialist questions
    • Assists manager with documentation and coaching
    • Takes escalated calls as directed by the manager
    • Assists the manager with the tracking and reporting of KPI performance
    • Perform other duties and special projects as assigned

    Qualifications

    • High school diploma or GED required.
    • Previous customer care experience and knowledge of portfolio

    Windham Professionals provides Equal Employment Opportunity for all individuals regardless of race, color, religion, gender, age, national origin, marital status, gender identity, sexual orientation, status as a protected veteran, genetic information, individuals with a disability, and any other basis protected by federal, state or local laws. EEO/AA Disabled/Vet.

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