Description |
Company Description:
MMC provides professional and technical services including technical and non-technical staffing, business process outsourcing, and consulting. MMC principals collectively possess more than 100 years experience in technical and administrative process development and improvement, including the management of large-scale information technology projects and long and short term staffing assignments.
MMC was founded on a simple business philosophy: Provide professional quality services of superior value that yield long-term relationships. At MMC, we do not have customers, we have business partners.
Job Description:
Bilingual Customer Service Lead Needed in Call Center
Bilingual Customer Service Lead Needed in Call Center
Bilingual (Spanish) customer service rep/ customer service agent LEAD needed immediately to supervise and monitor 15-20 customer representatives in a call center en
Candidates will be contacted only if they meet the criteria outlined below
Location: Austin, TX 78727
Pay: $14-15/hour
Length: Contract to Hire
JOB DESCRIPTION
Job Duties
Provide indirect floor and personnel leadership to CSRs under the guidance of his/her Supervisor. This is a working CSR position with occasional indirect leadership in a fast paced inbound contact center.
Handles escalated customer care issues either through direct personal action or referral to the proper individual/department or Supervisor. Coordinate site resources for the resolution of system related problems. Provide specific feedback to his/her Supervisor in the identification and resolution of appropriate open issues.
Assist Supervisor on the development of departmental guidelines and training material and lead implementation as necessary.
Process all incoming telephone inquiries, fax and email inquiries, complaints, credits, replacements and orders within required timelines.
Works on assignments that are complex in nature where judgment is required in resolving problems and making recommendations. May determine own methods and procedures on new assignments and may provide guidance to other personnel.
Excellent written and oral communication skills are required. Must demonstrate judgment, tact and diplomacy in dealing with internal and external customers as well the ability to handle confidential and/or proprietary information.
Accuracy is required in performing all functions of this position. Initiative and organization skills are extremely valuable to ensure good customer service. Must possess self-motivation, enthusiasm, and positive attitude and perform as a team player.
May serve in various teams according to business needs.
JOB REQUIREMENTS
Skills/ Experience:
Bilingual Spanish is a must
Seven years + as successful Customer Care Representative in a Call Center Atmosphere.
Direct supervisor experience responsible for leading a team.
Experience with Customer Care order entry and other typical Contact Center software.
Experience with personal computer applications such as Microsoft Office including Excel and Power-Point; Proficient in Excel, Word and Outlook.
Excellent verbal and written communication skills.
People Leadership:
Demonstrated initiative and leadership behaviors.
Keeping commitments, doing whats right, taking complete ownership of assigned issues while delivering a superior customer experience.
Helping his/her Supervisor in building cohesive teams, bringing out the best from peers and subordinates while fostering teamwork and collaboration.
Establishing trust and maintaining relationships with peers, CCRs, Sr. Leadership and customers.
Providing on the job guidance to CSRs. Leading by example.
Demonstrating an approachable style by words and actions
Communicating clearly with a diverse employee and customer base.
Ability to communicate upward and downward in the organization via both verbal and written form.
Identify trends and training opportunities or opportunities for process/system improvements.
In-direct advisor and trainer to CSRs under the guidance of his/her Supervisor.
Qualifications:
Must have high school diploma or GED
Additional:
Must be able to pass criminal background check and drug screen
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Requirements |
See job description.
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