Customer Service Team Lead

Customer Service Team Lead Multiple positions available **QUALIFICATIONS:** - High school diploma or equivalent. - Two years of customer service experience. - Experience as a Customer Service Lead or equivalent. - An equivalent combination of education, certification, training, and/or experience may be considered. - Florida Department Children and Families (DCF) Level 2 background screening - May be required to have or obtain additional formal or informal industry certification(s) based on area of assignment. - Obtain a RAPIDS Certification (provided during onboard training). - Obtain and maintain a DoD Secret Clearance which requires US Citizenship. (Assigned program will cover costs. Position is contingent on obtaining and maintaining clearance). **PREFERRED QUALIFICATIONS:** - Two years of experience as a Customer Service Team Lead or equivalent. - Basic IT knowledge or experience. - Advanced knowledge of Microsoft Office Suite and/or Google Suite. - Experience working with individuals with disabilities. - Prior military experience. - Current DOD Secret clearance. - Bilingual - Spanish **ESSENTIAL FUNCTIONS:** The list of essential functions below is intended to be representative of the tasks performed within this job. Other duties may be assigned based on business need. - Manage both routine and escalated calls. - Disseminate information promptly to ensure accurate updates for customers. - Monitor and evaluate team performance, providing constructive feedback. - Monitor call volume and CSR activity to ensure service goals for the call center are met and exceeded. - Prepare and review evaluations and coaching sessions. - Provide basic IT support following standard policies and procedures, escalating when necessary. - Conduct daily system checks and execute opening and closing checklists. - Produce and submit various administrative reports. - Administer corrective action, within authoritative limits, to team members when necessary and directed. - Facilitate conflict resolution. - Administer corrective action within authoritative limits. **SUPERVISORY RESPONSIBILITY:** - Oversee the team of CSRs to achieve organizational and operational goals. - Ensures team metrics are achieved and provide coaching and feedback. - Maintain open communication with the Operations Manager and Human Resources to address performance and process improvement issues. **In addition to meeting the minimum qualifications listed above, an individual must be able to perform each of the established essential functions in order to perform this job successfully.** **KNOWLEDGE, SKILLS, AND ABILITIES:** - Logic and reasoning skills to identify the strengths and weaknesses of alternative solutions, conclusions, or approaches to problems. - Interpret and implement policies and procedures. - Multitasking skills - Communication and collaborative skills. - Operate a computer using Microsoft Office products (Word, Outlook, and Excel) and applicable department/organization specific software. - Punctual and regular attendance. **TRAVEL:** - Requires minimal travel, ensuring that the majority of your work will be conducted within the call center environment. **PHYSICAL REQUIREMENTS:** - Sitting for extended periods of time. - Exert physical effort which involves lifting, carrying, pushing and/or pulling of objects and materials of light weight (up to 20 pounds). - May involve some climbing, balancing, stooping, kneeling, crouching, crawling, walking, or standing. **ENVIRONMENTAL REQUIREMENTS:** Tasks are regularly performed inside without exposure to adverse environmental conditions (example: dirt, cold, rain, fumes). **SENSORY REQUIREMENTS:** Some tasks require manual dexterity, in addition to visual and hearing acuity. **Availability:**Full Time 8-10 week training period: M-F 9 am - 5 30 pm Typical shift time (post-training): M-F, shift times between 8 am - 8 pm **Salary: During training pay rate is**$17.20/hr. (Need to get certified) Salary: After Certification $20.18 per hour **Benefits:** Free medical insurance for employees Paid holidays per contract Paid vacation (Available to use after one year of employment, based on hours worked) Paid sick days Optional 401K (After one year of employment) Other optional benefits available