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PLS Financial Services, Inc. · 12 hours ago

Customer Care Team Lead

814 Commerce Drive, Oak Brook, IL

Full-time

Onsite

Mid Level

$20/hr - $20/hr

PLS is a leading retail provider of financial services, focused on exceptional customer care. The Customer Care Team Lead is responsible for managing escalated customer interactions, providing training to team members, and ensuring high-quality service in a dynamic environment.

Financial ServicesInsurance

Responsibilities

Ensure escalated customer inquiries are handled in a timely manner

Assist and train Customer Care Representatives with complex inquiries to promote first call resolution

Determine the cause of the customer's concern; explain the best solution to solve the concern; expedite correction or adjustment and follow-up to ensure resolution

Maintain accurate and updated records of customer interactions and transactions; record details of inquiries and actions taken

Educate customers by answering financial products and service questions and suggesting information about other products and service

Handle all interactions in accordance with PLS policies, procedures, federal guidelines and applicable laws

Identify training needs and support continuous development

Meet Quality Assurance requirements and other key performance metrics

Ensure new processes and procedures are implemented and used effectively

Process and monitor disputes by interviewing, gathering and recording customer details

Lead by example by maintaining a comprehensive knowledge of PLS products and services

Support Customer Care Supervisor by escalating employee-related concerns and serving as a backup

Other duties as assigned by management

Qualification

Contact Center experienceEscalated complaint resolutionBilingual in SpanishCustomer service skillsData entry skillsLeadership experienceComputer literacyOrganizational skillsCommunication skillsTeamworkAdaptability

Required

Previous Contact Center experience in a high volume environment

High school diploma or equivalent

Ability to communicate clearly and effectively in Spanish

Ability to work flexible hours, including evenings and holidays as required to support business initiatives

Ability to establish and maintain effective working relationships with peers, customers and management

Excellent customer service and organizational skills

Experience working in a fast-paced environment with demonstrated ability to manage multiple competing tasks, and ability to complete all work accurately and in a timely manner

Strong skills to analyze, prioritize, and/or establish a resolution for customer issues

Demonstrated ability to complete efficient data entry

Ability to readily accept and adapt to changes in work environment, priorities and regulations

Ability to work both independently and as a team member

Customer service-oriented with the ability to handle difficult situations

Excellent written and oral communication skills and phone etiquette

Ability to analyze and interpret Key Performance Indicators

Computer literacy in Microsoft Windows operating system and Microsoft Office

Must be able to sit and/or stand for long periods of time

Ability to lift 15 lbs