Customer Care Team Lead

Responsibilities

• Handle escalated customer inquiries in a timely manner
• Assist and train Customer Care Representatives with complex inquiries
• Determine causes of customer concerns and implement solutions
• Maintain accurate records of customer interactions and transactions
• Educate customers on financial products and services
• Process and monitor disputes by gathering customer details
• Support the Customer Care Supervisor and serve as a backup
• Meet Quality Assurance requirements and key performance metrics

Requirements

• Previous contact center experience in a high volume environment
• High school diploma or equivalent
• Excellent customer service and organizational skills
• Ability to work flexible hours including evenings and holidays
• Computer literacy in Microsoft Windows and Microsoft Office
• Strong analytical and prioritization skills
• Ability to handle difficult situations and difficult customers

Preferred Qualifications

• Experience handling escalated interactions or second level complaint resolution
• Prior leadership experience
• Fluency in Spanish

Benefits

• Medical, dental, and vision insurance
• 401k
• Vacation time
• Opportunities for advancement
• Ongoing training

About the Company

PLS (People. Location. Service) is a leading retail provider of financial services with over 200 financial service centers across 12 states. We provide consumers with convenient, transparent, and affordable financial products to help manage day-to-day needs.