customer service lead - Dublin - T-Cetra

    T-Cetra
    T-Cetra Dublin

    1 week ago

    Description

    Customer Service Team Lead - Night Shift
    Location: Dublin, Ohio
    Full-time, Hourly
    Department: Operations
    Reports to: Customer Service Manager
    Hybrid (combo of in-office and remote)
    We're constantly developing new and creative ways to solve the industry's most complex problems. Our enterprise software solutions run the gamut of Information Technology Services-from payment processing, to prepaid wireless activations, to mobile and web app development. For the past 10+ years our originality attracts the most outstanding and innovative thinkers- allowing us to develop new and creative approaches while growing as the industry leader. Are you a passionate professional, ready to make changes in the tech world? Join our team today
    T-CETRA is looking for a Customer Service team Lead. The successful candidate will have the opportunity to provide leadership for day-to-day processes. Design, test, implement and monitor any new processes and procedures. Including:

    • Monitor phone, activation, email inboxes, and ticket queues
    • Provide continual evaluation of processes and procedures. Responsible for suggesting methods to improve area operations, efficiency and service to both internal and external customers
    • Answer escalated calls from Merchants and Master Agents
    • Analyze customer's needs, troubleshoot technical issues and provide appropriate solution
    • Team Management
    • Responsible to assist in meeting team goal service levels
    • Live monitoring of CSR phone calls
    • Develop and maintain a good relationship with customers, Master Agents and employees
    • Assist in CSR inquires
    • Escalate tickets to IT, Product, UI/UX, Sales, and Product Management
    • Other duties as assigned
    Minimum Qualifications:
    • Associate degree or equivalent experience.
    • Ability to multi-task and work under pressure
    • Strong technical and computer skills
    • Ability to work directly with upper management
    • Patient and passionate personality
    • Communication skills
    • Ability to work in a fast-paced environment
    • Professional attitude towards customers and direct reports.
    • Fluency in Spanish a bonus
    Why Should You Apply?
    • Paid Time Off
    • Comprehensive Medical, Vision and Dental
    • Matching 401k up to 4%
    • FMLA and Life Insurance
    • Tuition Reimbursement
    • Wellness Program
    • Employee Growth and Development Reimbursement Program
    • Discounted Rates for Multiple Handsets and Prepaid Wireless Rates
    • Beautiful nearby walking paths and park
    • Fun, value centered work atmosphere
    • Flexible work environment

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