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Lead Customer Care Team

Company: Assurant
Location: Springfield
Posted on: September 12, 2019

Job Description:

The 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/Responsibilities Lead, 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 met Act as a SME for department to answer procedural questions and assist in resolving complex or escalated issues Assist with inbound/outbound activity and/or assigned projects Ensure cooperation and coordination with other departments in the company Utilize knowledge of team, procedures, trending and call center reporting to recommend process improvements and efficiency gains. Ability to work in multi-client/functional environment Assist in developing revised standards and methods Handle highly escalated supervisory type calls and other temporary assignments Mentor 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 required 4-year degree or equivalent work experience preferred Knowledge and Skills: Knowledge of all of the duties of the Customer Care Specialist and Sr. Customer Care Specialist positions Strong computer skills, (ability to create, edit and analyze spreadsheets) Advanced skills at effective listening and communication (verbal/written) with internal and external personnel/customers/clients SME for Customer Care procedures, call processing & soft skill techniques. Strong attention to detail Proven ability to successfully prioritize and plan to meet goals Demonstrates leadership skills Works well in a fast paced/high stress environment Ability to easily adapt well to change and encourage others to do the same Works well in team environment and as an individual contributor Expert skills in thinking outside of the box to resolve complex/escalated problems Ability 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 experience 2 years demonstrated leadership experience

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

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