Contact Center Team Leader (Includes Selling) jobs in Parkersburg, WV

Contact Center Team Leader (Includes Selling) supervises contact center agents that make and receive calls focused on selling and promoting products or services. Monitors and evaluates interactions, workflow, and metrics to meet performance standards and sales targets. Being a Contact Center Team Leader (Includes Selling) coaches agents in best practices to respond to customer inquiries using scripts, dialogues, or talking points and how to identify opportunities to upsell additional products and services. Ensures that routine service requests are processed or redirected correctly. Additionally, Contact Center Team Leader (Includes Selling) responds to and resolves escalated issues or transfers complex requests to appropriate support teams. Prepares staff work schedules to ensure coverage and coordinate training. May require a bachelor's degree. Typically reports to a head of a unit/department. The Contact Center Team Leader (Includes Selling) supervises a small group of para-professional staff in an organization characterized by highly transactional or repetitive processes. Contributes to the development of processes and procedures. To be a Contact Center Team Leader (Includes Selling) typically requires 3 years experience in the related area as an individual contributor. Thorough knowledge of functional area under supervision. (Copyright 2024 Salary.com)

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Contact center associate
  • WesBanco Bank Inc.
  • Parkersburg, WV FULL_TIME
  • Job Title - Department

    Customer Service Associate - Contact Center

    Location

    This position is 100% remote within the Bank's footprint. Employee will work full time remote outside of a WesBanco location (may occasionally attend in person meetings, although primary functions of the role are performed remotely).

    Market

    Mid Atlantic

    Work Hours per Week

    37.5

    Requirements

    High school diploma or GED.

    Minimum of one year of banking or financial services in a customer service role preferred.

    Previous contact center experience preferred

    Job Description

    This position will work the following alternate shift :

    A 4 day work week that includes Saturday, Sunday, Monday and one other weekday to be determined. The hours for this shift will be 9 : 00am to 8 : 00pm.

    SUMMARY :

    The Customer Service Associate is a member of the WesBanco contact center. Responsible for responding to & resolving inbound customer requests related to bank products and services.

    Often the primary interaction a customer may have with the bank for support. Provides professional and courteous customer support.

    Customer inquiries are expected to be responded to and resolved within established department service levels.

    CUSTOMER SERVICE SKILLS :

    Willingness to provide a level of service which will clearly differentiate us from our competitors.

    Able to build and retain customer relationships against competition.

    Accepts ownership of the customer request and follows it through to resolution.

    Able to identify customer concerns or needs, resolve the inquiry or recommend best solution, expedite the correction or adjustment and follow up to ensure resolution.

    Partners with other departments to reach mutually satisfactory resolution of customer issues and to identify processes or procedures that can be changed to improve future customer experiences.

    INTERPERSONAL SKILLS :

    Professional demeanor in appearance, interpersonal relations, work ethic and attitude.

    Possess clear, concise, effective written and oral communication skills to effectively express thoughts, ideas and concepts to management, bank employees and bank customers in a collaborative and solutions oriented manner.

    Ability to work under pressure.

    Ability to be collaborative with co-workers and employees. Team player with a positive outlook.

    Ability to maintain confidentiality.

    ESSENTIAL DUTIES AND RESPONSIBILITIES :

    Learns and maintains knowledge of deposit, loan and digital banking services and other banking products.

    Consistently meets or exceeds agent metric standards for calls handled, adherence to schedule, ready / not ready time and customer satisfaction.

    Provides customer service via various communication channels (phone, chat and email).

    Quickly and accurately assesses the urgency of customer requests and prioritize accordingly.

    Quickly resolves customer issues and complaints involving both confidential and financial information.

    Provides the bank with continual feedback about the usability of our services based on customer interactions.

    Performs general clerical duties and operates various departmental equipment, file, answer phones, take messages, and handle detail work.

    May be assigned other job duties and or responsibilities with or without prior notice.

    OTHER REQUIREMENTS :

    Banking is a highly regulated industry and you will be expected to acquire and maintain a proficiency in the Bank's policies and procedures, and adhere to all laws, rules and regulations that are applicable to your conduct and the work you will be performing.

    You will also be expected to complete all assigned compliance training in a timely manner.

    Ability to use a personal computer with experience using Microsoft Office products, web browsers and operating systems.

    Ability to type with speed and accuracy.

    Able to operate standard office equipment, including phones, computer and peripherals.

    Strong organizational and prioritizing skills.

    Strong time management skills.

    Able to multi-task in a fast-paced environment.

    Willingness to work a flexible schedule, with frequent adjustments to hours and able to work additional hours if needed.

    Ability to work outside of normal banking hours.

    Ability to work independently.

    Last updated : 2024-03-02

  • 23 Days Ago

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Shift Leader - $15-$16 per Hour (Includes Tips)
  • Jersey Mike's Subs | Blasco5, LLC
  • Morgantown, WV FULL_TIME
  • Jersey Mike's is looking for responsible, energetic and personable applicants to join our team as Shift Leaders!Our concept is simple. We provide our customers with the freshest, highest quality sub s...
  • 9 Days Ago

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Leader
  • Eagle Pointe Healthcare Center
  • Parkersburg, WV FULL_TIME
  • Eagle Pointe Healthcare Center - Eagle Pointe Healthcare Center , a member of the CommuniCare Family of Companies is currently recruiting for Part Time Activities Leaders to join our team. Now Offerin...
  • 1 Day Ago

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JOIN OUR TEAM NOW! Crew Member-$15.00 - $15.50 per Hour (Final Rate Includes Tips)
  • Jersey Mike's Subs | Blasco5, LLC
  • Morgantown, WV FULL_TIME
  • IMMEDIATE OPENINGS - CREW MEMBERS: Flexible Schedules (Full and Part Time) Jersey Mike's Subs is looking for Crew Members. Become part of Jersey Mike's vibrant organization! Grab hold of our powerful ...
  • 20 Days Ago

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JOIN OUR TEAM NOW! Crew Member-$15.00 - $15.50 per Hour (This Rate Includes Tips)
  • Jersey Mike's Subs | Blasco5, LLC
  • Morgantown, WV FULL_TIME
  • IMMEDIATE OPENINGS - CREW MEMBERS:** Flexible Schedules (Full and Part Time) ** Mornings / Day and Evening shifts available** 401K** Free Subs during shifts Jersey Mike's Subs is looking for Crew Memb...
  • 10 Days Ago

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JOIN OUR TEAM NOW! Crew Member-$15.00 - $15.50 per Hour (This Rate Includes Tips)
  • Jersey Mike's Subs
  • Morgantown, WV FULL_TIME
  • IMMEDIATE OPENINGS - CREW MEMBERS:** Flexible Schedules (Full and Part Time) ** Mornings / Day and Evening shifts available** 401K** Free Subs during shifts Jersey Mike's Subs is looking for Crew Memb...
  • 13 Days Ago

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0 Contact Center Team Leader (Includes Selling) jobs found in Parkersburg, WV area

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Customer Service Representative (Toll)
  • ValorVIP
  • Parkersburg, WV
  • POSITION OVERVIEW: CUSTOMER SERVICE REPRESENTATIVE (TOLL) We are looking for Customer Service Representatives to support...
  • 3/28/2024 12:00:00 AM

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Toll Customer Service Agent
  • ValorVIP
  • Parkersburg, WV
  • POSITION OVERVIEW: TOLL BOOTH SERVICE AGENT We are looking for agents to support walk-up customer inquiries, new account...
  • 3/28/2024 12:00:00 AM

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Entry-Level Customer Service Representative
  • MCI Military Recruitment
  • Parkersburg, WV
  • POSITION OVERVIEW: ENTRY-LEVEL CUSTOMER SERVICE REPRESENTATIVE We are looking for agents to support walk-up customer inq...
  • 3/28/2024 12:00:00 AM

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Customer Service Representative (Toll)
  • MCI Military Recruitment
  • Parkersburg, WV
  • POSITION OVERVIEW: CUSTOMER SERVICE REPRESENTATIVE (TOLL) We are looking for Customer Service Representatives to support...
  • 3/28/2024 12:00:00 AM

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Entry-Level Tolling Customer Service
  • MCI Military Recruitment
  • Parkersburg, WV
  • POSITION OVERVIEW: ENTRY-LEVEL TOLLING CUSTOMER SERVICE We are looking for agents to support walk-up customer inquiries,...
  • 3/28/2024 12:00:00 AM

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Entry-Level Tolling Customer Service
  • MCI Careers
  • Parkersburg, WV
  • LOCATION: Parkersburg, WV JOB TYPE: Full-Time PAY TYPES: Hourly + Bonus SALARY: $13.50 - $15.00 / hour BENEFITS & PERKS:...
  • 3/28/2024 12:00:00 AM

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Staff Development Coordinator - RN
  • Genesis Healthcare
  • Parkersburg, WV
  • Willows Center seeks full time, day shift, Nurse Practice Educator to join our team. Monday through Friday schedule, on ...
  • 3/28/2024 12:00:00 AM

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Customer Care Specialist
  • United Bank Inc
  • Parkersburg, WV
  • **Customer Care Specialist** **Location:** Parkersburg, WV, US, 26101 **Job Description** Our Customer Care Specialists ...
  • 3/27/2024 12:00:00 AM

Parkersburg is a city in and the county seat of Wood County, West Virginia, United States. Located at the confluence of the Ohio and Little Kanawha rivers, it is the state's third-largest city and the largest city in the Parkersburg-Marietta-Vienna metropolitan area. The population was 31,492 at the 2010 census. Its peak population was 44,797 in 1960. The city is about 14 miles south of Marietta, Ohio. The Baltimore and Ohio Railroad reached Parkersburg in 1857, but lacked a crossing over the Ohio River until after the American Civil War. When the B&O completed the Parkersburg Bridge (CSX) 18...
Source: Wikipedia (as of 04/11/2019). Read more from Wikipedia
Income Estimation for Contact Center Team Leader (Includes Selling) jobs
$59,681 to $82,856
Parkersburg, West Virginia area prices
were up 1.2% from a year ago