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SiriusXM · 15 hours ago

Alert Team Lead I

Texas, United States

Full-time

Onsite

Entry, Mid Level

1+ years exp

SiriusXM is a leading provider of audio entertainment services, and they are seeking an Alert Team Lead I to provide operational support to Response Center agents and external customers. This role involves managing customer escalations, troubleshooting technical issues, and ensuring high service standards across all communication channels.

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Responsibilities

Act as a second level support to assist internal and external customers

Consistently utilize effective communication, retain and recall knowledge, speed and efficiency when completing projects and creative problem solving

Approach service and retention with integrity, compassion, and perseverance

Assist Account Managers in maintaining client relationships, including providing client updates, customer support, and responding to/follow-up on service ticket inquiries and researching accounts

Resolve escalated issues and provide additional support and service to contact center agents and their customers

Assist and guide contact center agents to secure service and/or handle escalated/complicated calls

Contribute to team goals through meeting or exceeding operational and quality objectives

Communicate and implement process and procedure changes while contributing to continuous improvement initiatives

May provide supervisors with input regarding agents’ performance

Complete administrative duties and assume additional responsibilities as assigned

Coordinate directly with internal technical team on evaluating service impact and escalating system defect issues and agent workaround procedures

Coordinate directly with 3rd party entities of law enforcement and legal team on all nontraditional stolen vehicle requests

Qualification

Customer service leadershipContact center processesTechnical knowledgeMicrosoft OutlookSharePointEmpathyListening skillsProblem solvingOrganizational skillsAdaptability

Required

1 year of operations/customer service leadership experience

1 year of experience in fast-paced customer service environment

High school diploma or equivalent

The ability to utilize empathy, listening skills, and a courteous and helpful attitude to focus on providing quality customer service

The ability to demonstrate problem solving, organizational, and sound reasoning ability

The ability to adapt to a changing work environment and willingly learn new skills and develop greater job knowledge

Knowledge of our clients and their processes

Knowledge of Microsoft Outlook and SharePoint

Must have legal right to work in the U.S

Preferred

Knowledge in contact center processes and procedures

Experience in leading, training, coaching and developing associates

Some technical knowledge

Company

SiriusXM

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SiriusXM and its brands (Pandora, SiriusXM Media, AdsWizz, Simplecast, and SiriusXM Connect) are leading a new era of audio entertainment and services by delivering the most compelling subscription and ad-supported audio entertainment experience for listeners -- in the car, at home, and anywhere on the go with connected devices.

Founded in 1990

New York, New York, USA

1001-5000 employees