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Lead Customer Care Team

Company: Assurant
Location: Dayton
Posted on: October 15, 2020

Job Description:

Job Description Assurant is seeking a Customer Care Team Lead for the Springfield, OH facility The Customer Care Team is responsible for: * 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. Schedule for this position: 9AM-8PM MTWR Primary Job 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. Basic Qualifications: * High school diploma/GED required * 4-year degree or equivalent work experience preferred * 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 collaborative team environment and as an individual contributor * Ability to think outside of the box and resolve complex 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 when speaking to our clients. Previous Qualifications * 3 years customer service in an insurance, banking, finance, mortgage lending or related experience * 2 years demonstrated leadership experience

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

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