Customer Care Team Lead: Escalations & Coaching

PLS

Cicero (IL)

On-site

USD 42,000 - 65,000

Full time

2 days ago

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Benefits offered by this job

Medical/dental/vision

401k

Vacation

Advancement opportunities

Ongoing training

Job summary

PLS Financial Services in Oak Brook, IL is seeking a Customer Care Team Lead to oversee escalated customer interactions, train staff, and ensure high quality service in a fast-paced environment.

You will analyze inquiries, coordinate with supervisors, and maintain records, with emphasis on first-call resolution and adherence to policies.

This role requires prior contact center leadership and flexibility to work evenings/holidays as needed, with opportunities for advancement.

Qualifications

Minimum 1–2 years in a supervisory or lead role in a contact center.
Strong written and verbal communication skills.
Ability to manage escalated customer issues effectively.

Responsibilities

Ensure escalated customer inquiries are handled in a timely manner.
Assist and train Customer Care Representatives with complex inquiries to promote first call resolution.
Determine the cause of the customer's concern; explain the best solution and follow up.
Maintain accurate records of customer interactions and transactions.
Educate customers on financial products and services and suggest information about other offerings.
Lead by example and support the Customer Care Supervisor as needed.

Skills

Contact Center Experience

Leadership Experience

Spanish language ability

Education

High School Diploma or equivalent

Job description

PLS Financial Services in Oak Brook, IL is seeking a Customer Care Team Lead to oversee escalated customer interactions, train staff, and ensure high quality service in a fast-paced environment.

You will analyze inquiries, coordinate with supervisors, and maintain records, with emphasis on first-call resolution and adherence to policies.

This role requires prior contact center leadership and flexibility to work evenings/holidays as needed, with opportunities for advancement.

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