Lead Customer Service Representative - Walk In Center

About the role

Your potential has a place here with TTEC’s award-winning employment experience. As a Lead Customer Service Representative working onsite, you’ll be a part of bringing humanity to business. This position requires that you reside within 75 miles of Portsmouth, VA. If chosen for the position, you'll be assigned to work onsite on either 4010 Victory Blvd. Suite 150, Portsmouth, VA 23701, or at 1701-C Church St. Norfolk, VA 23504.

Responsibilities

Do you have a passion for leading a team and ensuring operations run smoothly? You’ll have ownership over delegating tasks to CSRs, verifying nightly deposits, and maintaining accurate records. Whether it’s investigating patron accounts, resolving escalations with care, or ensuring KPI targets are met, you’ll be the difference between a team that’s simply functioning and one that’s thriving under strong leadership.

• Delegate tasks to Customer Service Representatives, ensuring they handle scanning, communications, Quality Assurance, and cleaning tags effectively.
• Investigate patron accounts and handle complaints or escalations to provide accurate information and resolutions.
• Verify nightly deposits and update the Daily Reconciliation Spreadsheet, ensuring accuracy and understanding of inventory processes.
• Ensure Key Performance Indicator targets are met for the Walk-In Center and maintain complete knowledge of all Customer Service Representative responsibilities.
• Display leadership qualities, set a good example for the team, and fully support the Supervisor.

Requirements

• High school diploma or equivalent
• 6 months prior inventory & data entry experience or related experience preferred
• Skilled in MS Office, spreadsheet, and processing programs
• Data Entry skills (35 wpm)
• Dependable, accurate and detail oriented

Benefits

Supportive of your career and professional development. An inclusive culture and community minded organization where giving back is encouraged. A global team of curious lifelong learners guided by our company values. Base wage starting at $17.50 plus performance bonus opportunities. And we have a healthy benefits package based on your position that could include PTO, tuition reimbursement, health and wellness incentives. Visit https://www.ttecjobs.com/en/us-employee-benefits for more information.

Qualifications and Culture

We’re committed to ensuring you have the skills and support to be successful in your role throughout your career. From your first day in training, through individualized webcam-enabled, engagement and coaching, on into 1000s of free courses to support your career growth wherever that may take you. And we know that you bring with you the one necessary ingredient that can’t be taught – a caring and supportive nature that will shine through as you help customers. Our TTEC community is here for you as one dynamic, global family.