Customer Care Lead — CX Mentor & Process Optimizer

Collectors Universe, Inc.; Plano (TX); On-site; USD 30,000 - 42,000; Full time

Benefits offered by this job

Health Insurance

401(K) Matching Plan

Vacation

Holiday Pay

Employee Discounts

Flexible Hours

Fun Working Environment

Job summary

Collectors Universe, Inc. in Plano, TX is seeking a Customer Care Lead to mentor the CRC team, oversee turnaround times, and provide training. This on-site role requires 5+ years of customer service experience and an Associate’s degree or equivalent.

You will resolve issues over email and phone, collaborate with IT on CRC portal improvements, and support the Claims team with damage reviews. We offer health/dental/vision, 401(k) matching, paid vacation and ten holidays.

Qualifications

• 5+ years of customer service experience required.
• Ability to read and write clear correspondence.
• Fluency in Spanish is a plus.
• Ability to maintain turnaround times for CRC.

Responsibilities

• Manage CRC turnaround times and service quality.
• Mentor CRC team and assist with queries.
• Improve CRC responses and create policies.
• Collaborate with IT to develop portal features.
• Support Claims with damage reviews and communications.

Skills

Customer Service

Communication

Multitasking

Conflict Resolution

Team Leadership

Education

Associate’s Degree or equivalent

Job description

Collectors Universe, Inc. in Plano, TX is seeking a Customer Care Lead to mentor the CRC team, oversee turnaround times, and provide training. This on-site role requires 5+ years of customer service experience and an Associate’s degree or equivalent.

You will resolve issues over email and phone, collaborate with IT on CRC portal improvements, and support the Claims team with damage reviews. We offer health/dental/vision, 401(k) matching, paid vacation and ten holidays.