CSR Lead Specialist

JOB TITLE:            CSR Lead Specialist

FLSA STATUS:       Non-exempt

DATE:                     February 2022

DEPARTMENT:     Virtual Schools 

LOCATION:           Cushing, OK

REPORTS TO:        Virtual Schools Support Manager

JOB SUMMARY

 The Virtual Schools Customer Support Representative Lead Specialist works as part of a dynamic team that is responsible for providing excellent customer care to schools in the region. The Lead Specialist is responsible for providing support, mentorship, and training to their peers. This position serves as a lifeline to students, parents, staff, and faculty for device support, account questions, and procedure guidance. The position requires a person skilled in customer service and who enjoys working with both technology and people.

ESSENTIAL DUTIES AND OTHER RESPONSIBILITIES

• Ensure efficient teamwork in the support team through leadership and mentorship.
• Enforce policies for safety, security, and compliance.
• Provide Tier 3 email and phone support as necessary.
• Help maintain a positive atmosphere amongst the team for customer support phone and email requests.
• Help support team members.
• manage difficult or emotional customer situations.
• Ensure accurate documentation of all relevant actions by the team through the online ticket and asset management systems.
• Diagnose issues for laptops, tablets, and Internet devices.
• Develop and share procedures for known situations.
• Train team members on existing procedures and policies.
• Other duties as assigned.

KNOWLEDGE, SKILLS AND ABILITIES

• Intermediate knowledge of remote support, support ticket systems, and phone support techniques.
• Passionate about customer service and efficiency.
• Self-motivated and results driven.
• Proficient in Microsoft Office Suite or compatible.
• English speaking, reading, and writing fluency.
• Able to effectively communicate verbally in one-on-one situations to customers and peers.
• Able to effectively communicate written explanations, procedures, and instructions.
• Able to follow detailed but involved written or oral instructions.

SUPERVISORY RESPONSIBILITIES AND INTERACTIONS WITH OTHERS

This position leads their team by setting an example, exceeding expectations, and mentoring their peers. The Lead Specialist should be constantly engaged with their team to assist where necessary and ensure consistent improvement and uniformity.

EDUCATION, TRAINING AND EXPERIENCE

 High school diploma, GED or equivalent.

• Two years related work experience either in customer service and/or clerical duties.

PHYSICAL DEMANDS AND WORKING CONDITIONS

Sitting/Standing

Must be able to remain in a sitting, stationary position for long periods of time.

Up to 100%

Walking

Must be able to transport equipment from building to building.

Up to 15%

Lifting/Carrying

Occasionally lifting and moving up to 25 pounds.

Up to 25%

Handling/Grasping/Feeling

Must be able to operate phone and computer to support customers remotely and interact with others.

Up to 95%

Seeing

Must have visual acuity to perform tasks on computer, service clients, and resolve issues.

Up to 95%

Talking/Hearing

Frequently communicates with clients and internal team members to present information, troubleshoot issues and respond to questions.

Up to 95%

Working Conditions

Normal working conditions in an office environment absent extreme factors.  Occasionally moving from building to building to communicate with team members.  Evening and weekend work may be required to meet work demands.

TeleComp provides equal employment opportunities for all applicants.