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Consumer Cellular, Inc. · 3 hours ago

Team Lead - Arizona

Tempe, AZ

Full-time

Onsite

Entry, Mid Level

$42K/yr - $52K/yr

1+ years exp

Consumer Cellular, Inc. is a wireless provider focused on serving Americans aged 50 and older. The Team Lead is responsible for overseeing the performance of Customer Service Representatives, ensuring quality service delivery, and acting as a liaison in customer disputes or escalations.

MobileRetailService IndustryTelecommunicationsWireless

Responsibilities

Foster a positive team environment

Act as a role model for professional behavior and performance at all times

Ensure confidentiality of internal and external data

Perform ad-hoc projects and other duties as assigned

Serve as a back-up when supervisor is not available

Answer incoming calls from internal and external customers; troubleshooting customer and agent technical issues as well as customer service escalations

Train, develop, and manage their respective team and its members

Carry out daily performance management of all the CCI CAA’s in the team

Monitor and ensure that their team is compliant with the guidelines of the departmental requirements; conduct quality audits and review low VOC scores

Support our ability to solve customer issues at initial point of contact

Monitor team chats for requests for assistance and review chat transcripts for learning and coaching opportunities

Consistently communicate strategic initiatives of the department to front line CCI CAAs, including reasoning and justification for such initiative

Able to communicate well in both one on one and in group settings

Track coaching opportunities and successes

Play a key relationship building role as an internal liaison between CCI CSR’s and other departments Communicate any process or performance concerns to Supervisors/Managers on a timely basis

Effectively communicate and collaborate internally with the Learning and QA teams, and act on feedback accordingly

Use expertise in the scope of work for customers within their area to ensure their team’s understanding of the scope of work

Train others on the company’s systems and processes

Basic ability to assess and interpret data and make evidence based decisions

Ability to troubleshoot with CAAs, as well as customers, and communicate effectively

Qualification

Customer ServiceBilingual CommunicationTeam LeadershipData AnalysisProblem SolvingOrganizational AwarenessLearning AgilityProcess OrientationPrioritizationPeople ManagementTraining SkillsVerbal CommunicationWritten CommunicationTeamwork

Required

High School Diploma or equivalent required; some college coursework or continued education is preferred

Ability to work any hours between 5:00am-9:00pm, including weekends and some holidays

Strong work ethic, a sense of urgency, and excellent attendance

Computer Skills: proficiencies in: Microsoft Word, Excel, Outlook required

Pre-employment background check, employment history verification, and drug screen required

Proficient in basic people management processes

Proficient in leading a small team on a day to day basis, within a broader organization

Communication – while the ability to communicate professionally and politely is required

Preferred

1 year customer service experience preferred with previous experience in customer service call center environment preferred

CMS and CRM tools experience preferred

Previous team leader experience preferred; previous training experience preferred

Knowledge of Adult Learning Concepts is a plus

The ability to communicate, verbal and written, in both Spanish and English is preferred. (Ability to successfully pass a fluency test is required to be considered for the Bilingual opportunity)

Benefits

Medical insurance (98% company-paid for full-time employee only coverage)

Dental and Vision insurance (100% company-paid for full-time employee only coverage)

401(k) company match of 100% up to 6% of your pay

Discounted Consumer Cellular wireless phone plan for employees

Paid Time Off (PTO) available following a 30-day waiting period

6 company-paid holidays plus 16 hours of floating holiday accrual per year

Flexible Spending Accounts (FSA) for health care and dependent care expenses

Life and AD&D insurance equal to 1x your annual earnings (100% company-paid)

Long-Term Disability insurance (100% company-paid)

Employee Assistance Program (100% company-paid)

Education reimbursement

Employee rewards program

Accrue up to 40 hours in 1st year for hourly positions and up to 120 hours for salaried positions.

Company

Consumer Cellular, Inc.

Glassdoor3.0

Consumer Cellular has more than four million customers nationwide and is a top-rated wireless provider that markets no-contract cellphones and service plans primarily to those 50-plus.

Founded in 1995

Scottsdale, Arizona, USA

1001-5000 employees