RELX Group Customer Service Team Leader in El Paso, Texas
Customer Service Team Leader
Basic Job Function To ensure the highest level of service and quality to both internal and external customers by assisting and supporting the center's supervisors in a support capacity. On an as-needed basis; assist Floor Duty Supervisor, handle Customer escalations and CSR questions. Act as ambassador to new hire CSR's as well as current frontline staff. Provide feedback and guidance to CSR's and effectively document conversations. Act as point of contact for assigned team when Supervisor is out. Assist with general office administrative tasks and other duties as necessary.
Coaching and Mentoring:The team lead is expected to provide feedback and assistance to CSR's regarding customer issues and general office policies (workstation behaviors, schedule adherence, etc) when operating on floor duty as well as to provide timely communication and documentation of conversations to appropriate supervisor. 20%
Product Knowledge Expert: Be knowledgeable of all products within program. Train and assist in customer support. Display sufficient knowledge of call center technology to be able to identify and relate technical issues in a clear and concise manner.10%
Customer Service: Answer phones and respond to customer requests. Provide customers with product and service information. Follow up on customer inquiries not immediately resolved. Recognize and alert the supervisor of trends in customer calls. Identify, research, and resolve customer issues using the computer system. Maintain extremely high levels of customer security and privacy. 55%
Data Entry/Operations: Perform data entry by using computer specific software programs. Recommend process improvements. 10%
Additional Responsibilities As Assigned - Help provide on-the-job training for new employees. Upsell products or services. Other related duties. 5%
Required Education: HS Degree or GED
Preferred Education: Bachelor's Degree Required
Experience: 1 Year related experience
Preferred Experience: 2 Years related experience and 1 year experience within the LN Call center.
Required: Customer Service experience; inbound or outbound call center experience
Preferred: Knowledge of call center automation
Required Specific Skills: Excellent communication skills, both written and verbal.
Demonstrated success in customer service.
PC skills with Windows based programming.
High degree of professionalism.
Working Conditions: The office is open 24x7 and the hours rotate on a semi-annual basis.
Physical or Mental Requirements:
Utilize PC Daily
Must be able to adapt to a high-pressure environment, effectively communicate with wide variety of people, and adapt to rapidly changing environment.
Must be able to quickly identify issues, concepts, and interpret customer direct and indirect communications.
Must be able to resolve issues effectively and quickly.
Occasional lifting required (15 pounds maximum).
LexisNexis Risk Solutions (www.lexisnexis.com/risk) is a leader in providing essential information that helps customers across all industries and government predict, assess and manage risk. Combining cutting-edge technology, unique data and advanced scoring analytics, we provide products and services that address evolving client needs in the risk sector while upholding the highest standards of security and privacy. LexisNexis Risk Solutions is part of RELX Group plc, a leading publisher and information provider that serves customers in more than 100 countries with more than 29,000 employees worldwide. LexisNexis Risk Solutions is an equal opportunity employer: qualified applicants are considered for and treated during employment without regard to race, color, creed, religion, sex, national origin, citizenship status, disability status, protected veteran status, age, marital status, sexual orientation, gender identity, genetic information, or any other characteristic protected by law. If a qualified individual with a disability or disabled veteran needs a reasonable accommodation to use or access our online system, that individual should please contact 1.877.734.1938 or firstname.lastname@example.org.
Primary Location NA-USA-TX-El Paso
Req ID: LNR0050V