Customer Care Lead

📋 Description

• Collaborating across various departments and business units to guarantee an exceptional customer experience, serving as an escalation point for representatives and business partners to address customer and client concerns.

• Deliver coaching to representatives and provide constructive feedback to managers.

• Monitor and analyze data while reporting trends to management.

• May serve as a subject matter expert on initiatives or projects related to the line of business.

• May offer guidance to less experienced team members.

• May function as a peer coach or as a liaison for clients generating higher revenue.

• Provide support and expertise to Quality Assurance Specialists and Learning and Development consultants.

• May assist with written correspondence and email processing support.

• May help manage incoming calls from Shareowners during peak periods.

⛳️ Requirements

• 4-5 years of experience in a Contact Center setting within the Shareowner Relations Call Center.

• Preferred 2 years of experience in Equity Plans and Employee Stock Purchase Plans.

• Prior experience in mentoring or coaching associates.

• Highly motivated with the ability to achieve individual and team objectives successfully.

• Experience in financial services.

• Exceptional verbal, written, and interpersonal communication skills.

• Strong analytical abilities with a keen attention to detail and accuracy.

• Proficient troubleshooting and resolution skills.

• Customer service-oriented with the capability to balance the needs of clients, shareholders, and team members.

🏝️ Benefits

• Competitive salary and performance-based incentives.

• Comprehensive health and wellness benefits.

• Opportunities for professional development and career advancement.

• Flexible work arrangements and a supportive team environment.