CUSTOMER SERVICE LEAD

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

T-CETRA provides employment and opportunities for advancement, compensation, training, and growth according to individual merit, without regard to race, color, religion, sex (including pregnancy), national origin, sexual orientation, gender identity, marital status, age, genetic information, disability, veteran-status, or any other characteristic protected under applicable Federal, state, or local law. Our goal is for each staff member to have the opportunity to grow to the limits of their abilities and to achieve personal and organizational objectives. We will support positive programs for equal treatment of all staff and full utilization of all qualified employees at all levels within T-CETRA. To create a safe and positive environment for employees, all applicants must perform a pre-employment drug screen and background check.