Job description
Guardian Protection is one of the nation’s largest and most highly regarded security companies.
We provide smart technology, 24/7 professional monitoring, and peace of mind to hundreds of thousands of customers. Our products are installed by experts, monitored by real people, and truly make a difference. We do what we do because of one simple truth: life is better when it’s safe.
Position Summary: The Customer Care Leader provides daily assistance/training to inbound care representatives by answering questions, taking escalations and providing feedback to maximize performance. This position oversees the professional growth and development of team members, as well as their adherence to department and corporate policies and procedures. The Team Leader maintains an awareness of the daily operational needs of the department, shifting priorities as necessary between customers and command leader responsibilities. Specific duties and responsibilities are as follows:
Responsibilities:
- Lead by example with the ability to create and maintain good working relationships with customers, team members and other departments
- Provides management of updates through out the day
- Motivate and guide team members to meet department goals (calls per hour, ACW. Aux time, etc.)
- Analyze performance problems and work with team members to improve
- Recognize daily operational needs and ensure Customer Care Representatives are working to meet the needs of customers
- Make recommendations to team members to help maintain a proper balance of their workload (calls in queue, follow ups, reps’ queues, and special projects)
- Troubleshoot with customers and handle escalated calls transferred to help desk or supervisor line
- Further develop and enhance help desk and internal support to department
- Familiar with Knowledge Base; contribute and demonstrate its effectiveness, ensuring that Customer care representatives use it routinely
- Be accessible to provide assistance and support and foster teamwork
- Investigate and resolve customer complaints
- Lead by example with the ability to create and maintain good working relationships with customers and call center employees
- Demonstrate a positive attitude and create motivation
- Make recommendations to improve policy and procedures within department and improve communication with other departments
Qualifications:
- 1-2 years call center experience
- Thorough understanding of company and department policies and procedures, Mastermind and other resources.
- Ability to work flexible schedules at times (evenings, weekends, holidays, etc.).
- Leadership and decision-making skills.
- Adaptable and supportive of change.
- Excellent written and verbal communication skills.
- Coaching skills necessary to motivate and develop team members.
- Strong problem solving and organizational skills.
- Commitment to continue learning.
- Demonstrate integrity.
Compensation & Benefits:
- Attractive compensation and benefits package including medical, dental, vision, 401k and more, effective immediately upon hire
- Generous paid time off (PTO) and 10 observed holidays
- Excellent training program
For immediate consideration, all qualified candidates should apply now!
Guardian Protection Services is an Equal Opportunity Employer.
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