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Camping World · 2 days ago

Financial Protection Programs Lead

Greenville, NC

Full-time

Onsite

Entry, Mid Level

$16.25/hr - $19.67/hr

2+ years exp

Camping World is a company focused on providing roadside assistance services, and they are seeking a Financial Protection Programs Lead to oversee the intake process for roadside assistance requests. The role involves guiding the Intake Agent team, monitoring performance, and ensuring high standards of service and communication.

E-CommerceRetailShopping

Responsibilities

Oversee and assist the Intake Agent team in handling incoming roadside assistance calls

Monitor accuracy and quality of key information, communication around the membership and program benefits

Serve as a point of escalation for challenging situations or complex cases

Survey real-time performance and provide feedback to Intake Agents to ensure adherence to quality and efficiency standards

Collaborate with the Dispatch team to ensure smooth handoff of intake details

Provide training, coaching, and ongoing support to new and existing Intake Agents

Maintain team schedules, track attendance, and communicate workflow opportunities to ensure optimal coverage

Analyze call metrics and quality assurance scores creating an environment to allow agents to raise their level of performance

Assist with process improvements to streamline intake procedures and enhance customer satisfaction

Qualification

Customer service experienceCoaching skillsConflict resolutionRoadside assistance knowledgeBasic computer proficiencyMultitasking abilityHigh-pressure managementCommunication