Customer Ops Lead

About the role

Under minimal supervision, performs complex work requiring independent analysis and extensive judgement with and on behalf of customers by telephone, Internet, email and correspondence. Assists supervisors in supporting employees with customer-related work, employee performance metrics, payroll, and other administrative functions.

What you'll do

• Process complex customer transactions in support of Customer Operations Associates, maintain expert problem solving knowledge and skills for all customer service functions.
• Review, verify, assign, and approve work completed by Customer Operations Associates. Check for accuracy and adherence to standard procedures and policies.
• Provide supervision support, coaching, monitoring employees technical knowledge and providing feedback as appropriate. Maintain close communication with supervisor regarding operational and performance issues.
• May assist with interviewing, hiring decisions, and staff evaluations.
• Support storm duty related work by co-leading storm teams.
• Protect confidential customer information.
• Must be available to work overtime, call-out overtime and shift work, as required.

Requirements

• High School diploma or GED required. Advanced education preferred.
• Minimum four (4) years relevant customer service experience.
• Successful completion of PSI Test Battery and ETC Call Center Simulation Selection Test.
• Must possess knowledge of proper English usage for oral and written communications including grammar and spelling, and basic mathematics.
• Demonstrated leadership ability and aptitude.
• Physical demand level is Sedentary.

Pay

Compensation Grade: SP20-004. Compensation Range: $25.99 - $32.49