Customer Care Team Lead Bilingual Spanish

Job Description

Ensure escalated customer inquiries are handled in a timely manner.
Assist and train Customer Care Representatives with complex inquiries to promote first call resolution.
Determine the cause of the customer's concern; explain the best solution to solve the concern; expedite correction or adjustment and follow-up to ensure resolution.
Maintain accurate and updated records of customer interactions and transactions; record details of inquiries and actions taken.
Educate customers by answering financial products and service questions and suggesting information about other products and service.
Handle all interactions in accordance with PLS policies, procedures, federal guidelines and applicable laws.
Identify training needs and support continuous development.
Meet Quality Assurance requirements and other key performance metrics.
Ensure new processes and procedures are implemented and used effectively.

Job Requirements

• Previous Contact Center experience in a high volume environment
• High school diploma or equivalent
• Previous experience handling escalated interactions or second level complaint resolution is a plus
• Prior leadership experience is a plus
• Ability to communicate clearly and effectively in Spanish is a plus
• Ability to work flexible hours, including evenings and holidays as required to support business initiatives
• Able to establish and maintain effective working relationships with peers, customers and management
• Excellent customer service and organizational skills
• Experience working in a fast-paced environment with demonstrated ability to manage multiple competing tasks, and ability to complete all work accurately and in a timely manner
• Strong skills to analyze, prioritize, and/or establish a resolution for customer issues
• Demonstrated ability to complete efficient data entry
• Ability to readily accept and adapt to changes in work environment, priorities and regulations
• Customer service-oriented with the ability to handle difficult situations
• Excellent written and oral communication skills and phone etiquette
• Computer literacy in Microsoft Windows operating system and Microsoft Office

Physical Requirements

• Must be able to sit and/or stand for long periods of time
• Able to lift 15 lbs.

Benefits

Benefits for eligible employees include medical/dental/vision, 401k, vacation, opportunities for advancement, on-going training available. We strive to demonstrate our Core Values in all positions at PLS:Communication, Customer Focus, Integrity and Trust, Teamwork, Results