National Rural Electric Cooperative Association Customer Service Representative, Lead in Corinth, Texas

Customer Service Representative, Lead

Job ID:30857028

Position Title:Customer Service Representative, Lead

Company Name:CoServ

Job Function:Other

Job Type:Full-Time

Location(s):Corinth, Texas, 76210, United States

Posted:October 13, 2016

Job Duration:Indefinite

Min Education:H.S. Diploma/Equivalent

Min Experience:3-5 Years

Required Travel:0-10%


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Job Description

Position Summary

Responsible to serve the Member, Customers, and other departments, with the primary focus on the Customer Service Representatives. Ensure that all CoServ policies and procedures are adhered to and are the most efficient for our rapidly growing company. Must have the ability to effectively communicate with staff at all levels.

Primary Position Responsibilities

  • Complies with established CoServ safety and operating rules, procedures, and guidelines. Responsible for reporting unsafe practices to a supervisor.

  • Complies with established CoServ Information Security Handbook, policies, procedures, and guidelines. Responsible for reporting suspected information security incidents to Tech Support.

  • Ability to review and approve all proposed action as submitted by the Customer Service Representatives.

  • Must have the ability to perform all functions of a CSR 1, 2, and 3.

  • Must be able to handle additional responsibility, be flexible, display a positive attitude and remain an example to follow at all times

  • Ability to train all assigned personnel on CoServ procedures.

  • Monitor quality performance daily. Answering questions, reviewing work on accounts, monitoring and /or observing and evaluating Customer Service Representatives interaction with our customers

  • Follow- up all Quality Observations with documentation to be reviewed with CSR

  • Quality confirm that the CSR’s data entry is accurate

  • Professionally handles escalated calls using best judgment in resolving the issue

  • Must have the ability to coach team members

  • Must be able to evaluate talent

  • Provide the tools or recommendation to provide your team with the necessary tools to perform their job efficiently.

  • Strive to meet department goals and standards.

  • Make recommendations to improve the efficiencies in our operation.

  • Monitor attendance

  • Provide a daily scorecard to your team.

  • Identify areas where you can coach and or train a member of your team.

  • Ability to interact with Customers/ Members, Homebuilders, Developers, and Property Management on a daily basis to resolve complex accounts.

  • Assists in answering incoming calls if volume reaches a higher level.

  • Responds to escalated Customer/Member contacts.

  • Work with the Red Flag process and investigate those referred requests.

Leadership Responsibilities

  • Performs in the absence of the Supervisor/Manager within designated operations.

  • Work with all levels of management in the company

  • Hold direct reports accountable for their performance

  • Assist, Coach and give Direction to Team members

  • Respect each individual at all times

  • Identify areas of improvement and make recommendations

  • Plays a role in the Emergency Response Plan.

  • Participate in the budget process

Job Requirements

Position Requirements

Education and Certifications Required
  • High School Diploma or G.E.D equivalency

Education and Certifications Preferred

  • College Degree

Experienced Required

  • Three (3) years Customer Service experience in Contact Center environment

Experience Preferred

  • Two (2) years of leadership or Supervisory experience

  • Complete understanding of applicable processes, CIS, IVR

Skills and Abilities Required

  • Strong oral and written communication skills

  • Detail oriented and able to handle multiple tasks

  • Problem solving skills

  • Must have audio and visual acuity to communicate via telephone and effectively use computer systems

  • Ability to conduct Customer Service training meetings as needed or directed

  • Communicate each day with CSR’s to ensure they are aware of volume drivers or activity

  • Be able to create and present a power point presentation to the Board, Sr. staff and upper level management

Physical Requirements

  • Indoor, office environment.

  • Operates office equipment such as a computer, telephone, fax machine, copier, etc.

  • Ability to lift a minimum of 25 pounds.

  • Ability to sit for long periods of time.

  • Requires frequent sitting, standing, walking, bending, and reaching


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