Customer Care Lead, Beckett

About the Role

We're looking for a Customer Care Lead to assist in leading and mentoring the team in our Customer Care Center. This position will be responsible for resolving customer issues, providing training and assistance to the CRC team, ensuring turnaround times are met, and assisting the Claims department in resolving issues over email and phone. You'll report to the Customer Relations Supervisor and work onsite from our Plano, TX office, 5 days per week.

Responsibilities

• Responsible for turnaround times in the Customer Response Center and ensuring requests meet the turnaround time.
• Assisting team members with all queries.
• Improving CRC responses.
• Creating policies and procedures for the CRC team.
• Collaborating with I.T. to develop efficiency features for the CRC portal.
• Aiding with Label Correction, Research, and Damage review responses.
• Tracking resolutions in a timely manner throughout Operations.
• Assisting the Claims department with Damage Reviews and resolving issues over the phone and email.
• Educating customers about company procedures and policies.

Requirements

• 5+ years of Customer Service experience.
• Associates Degree or equivalent preferred.
• Ability to read and comprehend instructions, correspondence, and memos; ability to write correspondence.
• Fluency in written and spoken Spanish is a plus.
• Ability to multi-task, problem-solve, and track multiple customer issues at once.
• Familiarity with PSA standards, values, services, and procedures.
• Ability to understand and relay company policies and procedures in-person, by email, phone, and chat.
• Clear and professional oral and written communication skills in both positive and negative situations.
• Ability to diffuse conflict, maintain confidentiality, listen to others without interrupting, keep emotions under control, remain open to ideas, and try new things.
• Experience managing difficult or emotional customer situations, responding promptly to customer needs, soliciting customer feedback, and meeting commitments.

Pay

The reasonable estimated hourly rate for this position is $26. Actual compensation varies based on a variety of non-discriminatory factors, including location, job level, prior experience, and skill set.

Benefits

• Health Insurance: All full-time employees are eligible to enroll in Medical, Dental, and Vision.
• Additional Benefits: Full-time employees are eligible for fertility, commuter, and educational assistance benefits.
• 401(K) Matching Plan: We offer a competitive 401k matching plan to support future financial goals.
• Vacation: All full-time employees are eligible for paid vacation.
• Holiday Pay: All regular, full-time employees are eligible for ten company-paid holidays.
• Employee Discounts: Employees receive discounts on select grading services for approved submissions.
• Flexible Hours: Many teams offer flexible schedules and will work to accommodate your needs.
• Fun Working Environment: Team members are invited to participate in celebrations, holiday events, and team-building activities.

Candidates must be authorized to work in the United States. Collectors uses e-Verify to validate your ability to work legally in the United States.