Customer Care Lead

Description Title: Customer Care Lead Reports To: General Manager Summary: This position is responsible for interacting with customers to provide information in response to inquiries about services and handling/resolving complaints. Essential Functions Train, explain tasks, and assist in the solution of customer problems. Answer incoming phone calls, faxes, emails and respond to customer requests. Identify and assess customer’s needs to achieve satisfaction. Handle complaints and provide appropriate solutions and alternatives within the time limits and follow up to ensure resolution. Go the extra mile to engage customers. Key in new box information for all accounts. Data entry includes making computerized location changes, assigning customers new departments in the computer, and sending computer input to printer for printouts. Responsible for taking paperwork from the “ready to be filed tray” and placing it in each customer’s folder. At the end of each month, responsible for storing the previous month’s files in VRC boxes. Work on special projects as required by the Customer Service Manager or General Manager as needed. Requirements Qualifications High School Diploma Proven experience in a customer service role with leadership responsibilities. Excellent verbal and written communication skills. Strong understanding of customer service software, databases, and CRM tools. Demonstrated ability to handle complex customer inquiries. Ability to build positive relationships with high level of interpersonal skills. Excellent team development and leadership skills. Problem-solving and decision-making skills. #J-18808-Ljbffr Vital Records Control (VRC)