Customer Care Lead — Onsite in Plano

Collectors; Plano (TX); On-site; USD 52,000 - 58,000; Full time

Benefits offered by this job

Health Insurance

401(K) Matching Plan

Vacation

Holiday Pay

Employee Discounts

Flexible Hours

Fun Working Environment

Fertility benefits

Commuter benefits

Educational assistance

Job summary

Collectors is seeking a Customer Care Lead to guide and mentor the CRC team in our Plano, TX office. You will ensure timely resolutions, train staff, and collaborate with the Claims department to resolve issues via email and phone.

Reporting to the Customer Relations Supervisor, this role is fully onsite in Plano. Ideal candidates have 5+ years of customer service, an Associate’s degree or equivalent, and strong communication skills.

Qualifications

• 5+ years of Customer Service experience.
• Associate’s Degree or equivalent preferred.
• Fluency in written and spoken Spanish is a plus.
• Ability to multi-task, problem-solve, and track multiple customer issues at once.
• Ability to read and comprehend instructions, correspondence, and memos; ability to write correspondence.
• Ability to maintain turnaround times for CRC.
• Familiarity with PSA standards, values, services, and procedures.
• Clear and professional oral and written communication skills in both positive or negative situations.

Responsibilities

• Responsible for turnaround times in Customer Response Center and operationally ensuring the requests meet the turnaround time.
• Assisting team members with all queries.
• Improving the CRC responses.
• Creating policies and procedures for the CRC team.
• Corroborating with I.T. to develop efficiency features to the CRC portal.
• Aiding with Label Correction, Research and Damage review responses.
• Tracking resolutions in a timely manner throughout Operations.
• Assisting the Claims department with Damage Reviews and resolving issues over the phone and email.
• Educates customers as to rationale for company procedures and policies.

Skills

Customer Service

Education

Associate's Degree

Job description

Collectors is seeking a Customer Care Lead to guide and mentor the CRC team in our Plano, TX office. You will ensure timely resolutions, train staff, and collaborate with the Claims department to resolve issues via email and phone.

Reporting to the Customer Relations Supervisor, this role is fully onsite in Plano. Ideal candidates have 5+ years of customer service, an Associate’s degree or equivalent, and strong communication skills.