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Form of workAbout Us:
First Southern National Bank is a community and relationship-driven bank serving twelve counties throughout Central and Western KY. Our home office is based in Stanford, with a population of 3,000. After celebrating our 40th anniversary, our passion for building a great company has never been stronger. We recognize that we have been given an opportunity to use our example, our influence, and our resources to help others make wise financial decisions, and our desire is to do just that.
CSO Team Lead Position Summary:
The Customer Service Operator (CSO) Team Lead position provides leadership and hands-on assistance to the Customer Service team. The CSO Team Lead will assist Customer Service Operators with training, escalated calls, ensure exceptional service delivery, and maintain high levels of customer satisfaction.
Key Responsibilities
- Act as an active CSO, to provide callers with immediate responses to inquiries.
- Ensure that all calls are handled in a timely and efficient manner.
- Ensure that all CSOs understand and comply with call center objectives, performance standards, and First Southern policies.
- Provide support and mentoring to other team members about best practices, handling difficult calls, etc.
- Assist with the training and monitoring of new hires.
- Provide back-up and support to CSOs when dealing with an escalated call.
- Responsible for scheduling breaks and time off, to ensure that peak times are prioritized.
- Assist in identifying any operational issues and suggesting possible solutions.
- Aids in the hiring and performance evaluation processes.
- Other duties as assigned.
Qualifications
- High school diploma or equivalent.
- Three to five years of experience in Customer Service.
- Detailed oriented, analytical, efficient, and thorough.
- Excellent communication and interpersonal skills.
- Strong leadership and coaching abilities.
- Ability to handle challenging and sensitive customer situations with empathy and professionalism.
- Proficiency in Customer Service software systems and strong knowledge of bank operations.
Equal Opportunity Employer - All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, or national origin.
