CSR Lead

Summary of Position

The Customer Service Representative, Lead (CSRLD) provides leadership and direction to the Customer Service Representatives within their teams.  They serve as the next level in the call resolution process.   The CSRLD assists the Supervisors with team leadership and direction to ensure that project and team goals are met and that calls are answered timely, accurately, and in a friendly, professional manner.

Essential Job Requirements

• Navigates through multiple computer screens to provide correct information to inquiring parties and customers
• Ensures confidentiality of all information in state computer system.
• Maintains established QA averages
• Monitors live calls at least once per week per CSR
• Provides accurate answers with a minimum error rate per standards.
• De-escalates calls appropriately.
• Takes initiative in absence of supervisor to run the team
• Demonstrates continued knowledge of child support
• Draws from all available resources, policies, supervisors, and state system to answer all inquiries and recognizes case issues as they develop
• willing to obtain and increase knowledge to assist the team and call center.
• Regular and timely attendance.
• Works independently with little or no supervision and meet the minimum requirement of number of calls answered per day.
• Assists other departments as needed

Required Education/Certification

Associate degree or equivalent experience preferred

Required Experience:

• Prior call center experience.
• Knowledge of child support rules, regulations, policies, and procedures preferred
• Proficiency in operating computers and office equipment.

YoungWilliams is an equal opportunity employer.