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Form of workJob Description
Starting annual pay rate is $46,800 w/ weekly pay
About LifeStation
LifeStation’s goal is to measurably improve the quality of life for independent seniors and their caregivers. Our innovative products and services transform the lives of seniors and help them live safely and independently. LifeStation is one of the largest providers of medical alert monitoring services in the United States.
LifeStation is serious about fostering a healthy work/life balance and time spent with the team will confirm that. Most importantly you will have the chance to surround yourself with some of the best and brightest people around.
About the Customer Service Lead Position
We are seeking a dynamic Customer Service leader to join our management team.? The Customer Service Lead manages the daily operations of their customer care?team and provides support for the continuous improvement of the center. This individual will act as a mentor to their agents by assisting with QA review, escalation cases and resolving constraints. We are seeking someone who will place a strong emphasis on customer care, call quality, agent retention and appreciation.
- Provide exceptional Customer Service support to those communicating with our organization
- Assist Customer Service Supervisor(s) in maintaining optimal staffing levels while supporting adherence to department time and attendance policies
- Review department service tickets (both internal & to partner work groups) for accuracy and expedited completion
- Support with quality assurance checks of Customer Service Associates’ communications along with supporting feedback/coaching when necessary
- Respond to Level 2 escalated communications within the expected time period
- Deliver support to Customer Service Associates to ensure they are providing the proper & accurate information to our customers
- Inform supporting Supervisor(s) on escalate incoming customer concerns/feedback
- Perform additional tasks as assigned by senior department management
- Act as Manager on Duty during select shifts.
- The ideal candidate will have 2+ years of experience in a Customer Service or call center environment
- Prior experience with a CRM (Salesforce preferred) and call handler
- Comfort using a computer and modern technology
- Ability to work in a fast-paced high-volume call center environment
- Excellent written and verbal communication skills
- HS Diploma or GED required
- Available to work evenings/weekend/holidays
- Adept at maintaining a positive, open, approachable and professional relationship with a broad group
- Ability to demonstrate success in managing multiple tasks while under tight deadlines
- Access to reliable transportation
LifeStation is proud to be an Equal Opportunity Employer. LifeStation provides equal employment opportunities to all employees and applicants without regard to race, color, religion, sex, age, national origin, disability, veteran status, pregnancy, sexual orientation, or any other characteristic protected by law.
