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    Customer Service Team Lead - North Carolina, United States - GDIT

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    Full time
    Description

    Contact Center Team Lead Job Description

    Contact Center Team Lead is responsible for providing customer assistance and problem resolution to customers in a multi-customer contact or help desk environment. The role includes answering incoming calls, assisting agents with questions, maintaining records, and ensuring high levels of customer service.

    Roles and Responsibilities:

    • Answers incoming phone calls and provides accurate information
    • Places outbound customer service calls as required
    • Supports agents by answering questions and taking calls for supervisors
    • Completes call guides and verifies information
    • Creates and updates Knowledge Based documents and job aids
    • Works on service now and provider relations tickets
    • Maintains records for daily and monthly reporting
    • Attends training sessions and adheres to service levels
    • Performs quality assurance by monitoring calls
    • Provides coaching to call center agents
    • Processes transactions and maintains customer records
    • Acts as a liaison for customers

    Basic Qualifications:

    • HS diploma or equivalent with 3 years of related experience
    • Experience with fax machines, computer software, and telephone technology
    • Basic communication skills and ability to follow directions
    • Professional standards towards projects and co-workers
    • Work may include shift hours in an office environment

    The hourly rate for this position is competitive and will be based on experience and location.

    Scheduled Weekly Hours: 40

    Travel Required: None

    Telecommuting Options: Hybrid

    Work Location: USA NC Home Office (NCHOME)



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