Lead Customer Service Representative

  • Pearl Interactive Network
  • 1401 South 52nd Street, Tempe, AZ, USA
  • Nov 04, 2019
Full time Customer Service

Job Description

Job Purpose: The Lead Customer Service Representative is responsible for carrying out CSR responsibilities in addition to assisting the supervisors in facilitating daily events, including providing knowledgeable responses to inquiries in a courteous and professional manner.

Job Duties: • Utilizes standard technology such as a telephone, e-mail, and web browser. • Assists caller with filling out questionnaire and submitting it electronically for processing. • Maintains a current understanding of the processing procedures to respond to phone inquiries. • Adheres to all security requirements and policies as they relate to the protection of any CQA information. • Follows scripts as required to attempt to close as many cases as possible. • Maintains up-to-date knowledge of Census regulations and policies as they apply. • Looks for and suggests process improvements. • Reports problems and helps resolve issues in conjunction with the customer service manager. • May be required to work holidays. Overtime may be required. • Performs other related duties as assigned.

Job Requirements & Essential Job Functions: • High School diploma or equivalent required. • Minimum 6 months customer service, secretarial, and/or telemarketing experience required or equivalent military experience. • Must be able to type a minimum of 30 WPM. • Must be able to speak and read English clearly, professionally and fluently. • Experience working with a PC and internet navigation skills are required. • Ability to prioritize and complete tasks within established contractual service levels required. • Must have demonstrated leadership skills and good interpersonal skills. • Demonstrated oral and written communication skills. • Must have the ability to organize simultaneous tasks for individual assignments and the workflow of others within the unit. • Must be able to respond professionally to difficult or tense calls and/or situations that may arise out of daily duties. • Proven ability to work as a member of a team is required. • Strong problem solving and probing question skills required. • This position requires the physical ability to sit for up to 2 hours at a time while assisting callers; this position is a sedentary position in an office environment. • Adhere to a strict attendance and limited break policy. • Embrace our winning Pearl Culture which promotes our employees’ desires and efforts to serve our consumers, coworkers, clients and community by exhibiting our Pearl values of customer satisfaction, teamwork & family atmosphere, quality, respect, transparency and innovation.

Background Investigation, Typing & Reading Skills Assessment Required

Benefits: Pearl offers benefits packages that include medical, dental, vision, basic life, short term disability, and paid holidays. Participation in the company’s 401K plan is available to all employees.