Lead Customer Care Specialist

Benefits

Parental leave

Not verified

Non-birth-parent leave

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Family-building benefits

• Fertility benefits: Not verified
• Adoption assistance: Not verified
• Surrogacy assistance: Not verified

Mental health support

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Relocation assistance

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Childcare support

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Learning budget

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Verification

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Salary

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401(k) match

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Market context

Median wage (BLS OEWS)

$57,704 national median

Projected growth (BLS Employment Projections)

+0.9% - Slower

Matched to SOC 41-2031 - Sales aggregate by role bucket.

Source: U.S. Bureau of Labor Statistics, OEWS, May 2024 and Employment Projections, 2024-2034.

Schedule

Shift type

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Weekend work

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Application

Cover letter

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Assessment

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Deadline

Not stated

Where they hire

State eligibility is not yet verified.

About this role

Lead Customer Care Specialist Estero, FL, United States Job Purpose: The primary focus is coaching to performance to enhance revenue production, maximize cost savings, increase first contact resolution, etc. A Lead handles more complex issues such as escalations and supports the Team Performance Leader with quality monitors, achieving performance targets, distributing workload as applicable and other projects as assigned. Development provided by Communications and Training for coaching content. The Lead Customer Care Specialist is a developmental position for possible future career growth and management role preparation. Business Impact: This role has an impact on our financial performance, service and customer loyalty Job Contributions - What Will You Do: Assist Team Performance Leaders through coaching specialists in specific skillsets this includes completion of Agent Development Plan with SMARTS objectives. Handle agent questions, service issues and customer complaints as first level of escalation. This may include completing outgoing calls to customers, accounts, affiliates/associations. Serve as backup on calls and files as business needs arise. Clerical duties that may include copying, data input, headset administration, creating of flyers, bulletins, handling of email in-boxes etc. as assigned. Assist with huddles as requested by Team Performance Leader. Assist Team Leaders in updating department SOPs and references. Assist Team Leader in completion of monitors including but not limited to the required monthly monitors. Review of customer Medallia surveys and make recommendations for actions and/or follow-up Distribute workload, applicable to Replacement areas. Communicate and share feedback on quality, policy/procedure guidance, training gaps and needed training updates with

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