Customer Care Lead — Onsite Team Mentor & Process Optimizer

Collectors Holdings, Inc.; Plano (TX); On-site; USD 49,000 - 59,000; Full time

Benefits offered by this job

Health Insurance

401K Matching

Vacation

Holiday Pay

Employee Discounts

Flexible Hours

Team events

Job summary

Collectors Holdings, Inc. is seeking a Customer Care Lead to spearhead and mentor the CRC team at our Plano, TX office. This role ensures timely responses, trains staff, and drives policy improvements across customer interactions by email and phone.

You will report to the Customer Relations Supervisor, work onsite five days a week, and collaborate with Claims to resolve damage issues while maintaining high service standards.

Qualifications

• 5+ years of customer service experience.
• Associates degree preferred.
• Fluency in Spanish is a plus.

Responsibilities

• Ensure turnaround times for the Customer Response Center (CRC).
• Assist team with all queries and improve responses.
• Create policies and procedures for the CRC team.
• Coordinate with IT to enhance the CRC portal features.
• Support Claims with damage reviews and email/phone handling.

Skills

Customer service

Multitasking

Communication

Conflict resolution

Spanish

Education

Associates degree

Equivalent experience

Tools

CRC portal

Job description

Collectors Holdings, Inc. is seeking a Customer Care Lead to spearhead and mentor the CRC team at our Plano, TX office. This role ensures timely responses, trains staff, and drives policy improvements across customer interactions by email and phone.

You will report to the Customer Relations Supervisor, work onsite five days a week, and collaborate with Claims to resolve damage issues while maintaining high service standards.