Team Lead (Overnights)

Where

West Henrietta, NY

What you'll be doing

Primary role of this position is to assist the Team Manager in the operations of the day to day call center floor activities, ensuring that Reps questions and operational issues are handled promptly and in accordance with company standards and core values. Assist Line and Escalation Que, to assist both our internal and external customers. Maintain a service oriented attitude while processing in-bound calls to the point of resolution. Provide technical customer and specialist support using the phone in accordance with established company policies and procedures, including answer customer and representative questions, troubleshoot alarm system problems, research alarm, service, and payment history, contact branches when needed, and approve or request emergency service in accordance with company established guidelines. Effectively resolve escalated customer complaints through diligent research and courteous service. Provide a positive example by demonstrating a positive attitude, above average work habits, good attendance, and overall CMC and alarm system knowledge. Notify immediate supervisor of all equipment and software problems. Participate in ongoing training provided by training and development. Serve as backup support for resolution desk in event of service level needs, effectively resolve escalated customer complaints through diligent research and courteous service, provide feedback on quality and training opportunities by accurate database tracking and communication to customer care leadership team, review calls in CAD to research and resolve customer complaints, and answer questions from customer care specialists, senior specialists, and business security services specialists that cannot be located on the intranet. Assist with further training and on the job experience in regards to explaining policies and procedures, offering additional tools and techniques to meet department Standards for quality, reliability, and not ready time, and observe calls side by side with new hire trainee/specialist and provide feedback. Work in conjunction with supervisor to provide leadership and mentoring as needed.

What your background should be

Minimum of 2 years combined experience in CMC required as outbound reps, CSG, technical assistant specialist, quality assurance coordinator, special operations reps and custom home health services reps. Minimum of 2 years combined external call center related experience in a team lead or supervisor/team manager role. Minimum of 6 months of CMC rep experience. Strong interpersonal and organizational skills, ability to perform multi-tasks, excellent communications skills, successfully demonstrated the ability to motivate other, must be able to work independently, with little or no direction, must be able to maintain a high degree of productivity and accuracy, successfully demonstrated the ability to perform and provide results in a fast paced, team oriented environment. Must be able to obtain a dispatching license. May be required to obtain DOD clearance.

Required Schooling / Training

High school diploma or GED required. College degree preferred

Who is the client company

The company provides residential and small business electronic security, fire protection and other related alarm monitoring services

If you are interested in this position, send your resume to apply@kochdavis.com