Lead Customer Care Team

Company: Assurant
Location: Springfield
Posted on: December 3, 2019

Job Description:

Assurant is seeking a Customer Care Team Lead for the Springfield, OH facilityThe -Customer Care Specialist -Job Family is responsible:For providing front line, direct contact with clients and customers. - This is principally done through receiving or placing telephone calls, however mail, express delivery, fax and other electronic methods (e-mail) are also possible means of communication. -Uses computerized system for tracking, information gathering and/or trouble shooting the items raised by the client/customer. -Recognizes consistent problem areas and reports to higher level for action. -Seeks to retain account and/or suggest and encourage use of other services and products. - -Depending on area may promote and sell products and/or services and enter or confirm sales. -Responds in a timely manner. -Follow standard procedures and policies with more senior levels using greater latitude and judgment in responding to customers. -Primary Job Accountabilities/ResponsibilitiesLead, organize, motivate and coordinate the day to day work flow activities of associates that perform the duties required of a Customer Care Specialist or Sr. Customer Care Specialist to ensure deadlines/SLA's are metAct as a SME for department to answer procedural questions and assist in resolving complex or escalated issuesAssist with inbound/outbound activity and/or assigned projectsEnsure cooperation and coordination with other departments in the companyUtilize knowledge of team, procedures, trending and call center reporting to recommend process improvements and efficiency gains. - -Ability to work in multi-client/functional environmentAssist in developing revised standards and methodsHandle highly escalated supervisory type calls and other temporary assignmentsMentor team based on low production or quality results.Oversee training of new hires and associate cross training initiatives, in addition to the creation and facilitation of training, as needed.Overtime and/or Saturday hours may be required.Education:High school diploma/GED required4-year degree or equivalent work experience preferredKnowledge and Skills:Knowledge of all of the duties of the Customer Care Specialist and Sr. Customer Care Specialist positionsStrong computer skills, (ability to create, edit and analyze spreadsheets)Advanced skills at effective listening and communication (verbal/written) with internal and external personnel/customers/clientsSME for Customer Care procedures, call processing & soft skill techniques.Strong attention to detailProven ability to successfully prioritize and plan to meet goalsDemonstrates leadership skillsWorks well in a fast paced/high stress environmentAbility to easily adapt well to change and encourage others to do the sameWorks well in team environment and as an individual contributorExpert skills in thinking outside of the box to resolve complex/escalated problemsAbility to effectively relay accurate and detailed information to various parties via in-bound and out-bound telephone calls, in team meetings, training sessions, and our clients.Previous Experience:3 years customer service in an insurance, banking, finance, mortgage lending or related experience2 years demonstrated leadership experience

Keywords: Assurant, Springfield , Lead Customer Care Team, Other , Springfield, Ohio