Branch Review Team Lead jobs in Louisville, KY

TEAM LEAD

OnPoint delivers a full range of service solutions including warranty management administration, extended service programs, customer service support, service network management, claims processing services, and service contract underwriting.

JOB OVERVIEW:

A Team Lead is responsible for managing and supporting the team of agents. This is a full-time position at our Louisville, Kentucky office. We currently have 2 open Team Lead positions.

PRIMARY RESPONSIBILITIES:

• Assisting customer service agents in communications which will involve assessing the caller’s needs, analyzing the situation, and offering accurate solutions.
• Respond positively to customers’, service providers and clients’ questions, in a timely manner.
• Overcome customer objections to solve problems and build client brand loyalty.
• Interact with other areas of the business as needed to meet customer needs.
• Utilize the appropriate contact center tools to effectively schedule time and attendance needs of the call center team ensuring that agents are adhering to established schedules with minimal exceptions.
• Identify and remedy obstacles preventing timely execution of warranty repairs.
• Provide support for service contractors; educate and/or advise on proper warranty repair process and protocols.
• Maintain a positive attitude and support OnPoint’s Commitment to Excellence.
• Maintain productivity and quality assurance goals.
• Assist with on-the-job training for new employees.
• Escalation Handling.
• Provide Scorecards to agents

PRIMARY QUALIFICATIONS:

• Customer service experience is required.
• Prior call center experience is preferred but not required.
• Excellent interpersonal skills and problem-solving skills.
• Professional attitude, enthusiastic, and reliable.
• Ability to learn quickly and adapt to change.
• Ability to multitask.
• Effective written and verbal communication skills.
• Comfortable and familiar with Microsoft systems (specifically Word and Outlook)