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Call Center Team Lead
Category: Other
  • Your pay will be discussed at your interview

Job code: lhw-e0-85755789

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Crius Energy

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  Job posted:   Tue Mar 13, 2018
  Distance to work:   ? miles
  1 Views, 0 Applications  
Call Center Team Lead
The Call Center Team Lead is responsible for providing quality and efficient customer service to customers through the daily management of a team of up to 30 employees to include motivating, recognizing and rewarding, coaching, counseling, training and problem solving. Additionally, responsible for assisting manager with development, analyses and implementation of staffing, training, telemarketing, scheduling, and reward and recognition programs.

+ Provide daily direction and communication to team members

+ Ensure customer service calls are answered in a timely, efficient and knowledgeable manner.

+ Provide continual evaluation of processes and procedures with team members.

+ Responsible for suggesting methods to improve area operations, efficiency and service to both internal and external customers.

+ Handle escalated calls, complaints, questions, and inquiries as necessary.

+ Provide performance feedback and coaching on a regular basis to team members.

+ Write and administer performance improvement plans and assist with writing performance reviews.

+ Insure employees have appropriate training and other resources to perform their jobs.

+ Create and maintain high quality work environment so team members are motivated to perform at their highest level.

+ Utilize, maintain and continuously improve various sales and communication techniques.

+ Develop full knowledge knowledge of Crius Energy brand products, services, rates/terms, and promotions.

+ Assist manager with daily operation of call center to include the development, analyses and implementation of staffing, training, telemarketing, scheduling, and reward and recognition programs.

+ Continuously focus on process improvement opportunities.

+ Establish work procedures and processes that support company and departmental standards, procedures, and strategic directives.

+ Support ad hoc projects as needed.

+ High School Diploma or higher.

+ One year (or more) of inbound/outbound sales in a call center environment or other similar role.

+ Excellent communications skills, both written and verbal are required.

+ Demonstrated success establishing trust and rapport with potential and current customers.

+ Strong understanding of customer needs and requirements.

+ Proven interpersonal skills with the ability to coach, motivate, build relationships whiling projecting warmth and empathy.

+ Effective listening skills.

+ Organizational skills.

+ Ability to solve practical problems encountered when working with customers.

+ Strong technical acumen with multiple computer applications (i.e. database, word-processing) and ACD telephone system.

+ Ability to provide and support a vision and direction

+ Flexibility to work extended hours.

+ Eligible to work in the U.S. now and in the future without sponsorship for employment visa status (e.g. H-1B visa status).

With over a million residential customer equivalents, Crius Energy is a comprehensive energy solutions partner that provides electricity, natural gas and solar products to residential and commercial customers. Crius Energy connects with customers through an innovative family-of-brands including USG&E, TriEagle Energy, Public Power, Comcast Energy Rewards, Crius Solar and Viridian Energy. Crius' broad suite of energy products and services make it easier for consumers to make informed decisions about their energy needs. The company is currently active in 21 deregulated energy markets across the U.S. and Australia, with plans to continue expanding its geographic reach.

We are committed to making this world a better place to live by being socially and environmentally responsible - support­ing both our local communities and improving our planet.

Crius offers a comprehensive suite of benefits and employee rewards programs, including paid time off for volunteering/community service.

Due to the volume of responses we receive, we regret that we can only respond to those candidates under consideration.

Crius Energy is committed to creating an inclusive work environment and is proud to be an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, gender identity or expression, sexual orientation, national origin, genetics, disability, age, or veteran status.


ID: 2018-1467

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