Customer Care Team Lead (Evening/Overnight)

PLS; Oak Brook (IL); On-site; USD 24,000 - 34,000; Full time

Benefits offered by this job

Medical benefits

Dental benefits

Vision benefits

401k

Vacation

Advancement opportunities

Training

Job summary

PLS Financial Services, Oak Brook-based, is seeking a Customer Care Team Lead to supervise escalated inquiries and guide a team of Customer Care Representatives in a fast-paced environment. The role emphasizes training, coaching, and ensuring first-call resolution while aligning with company policies and laws.

Evening and overnight availability is required to support operations. Responsibilities include handling escalations, recording interactions, and delivering high-quality service; prior

Qualifications

• Previous Contact Center experience in a high volume environment.
• Excellent customer service and organizational skills.
• Ability to communicate clearly and effectively.
• Ability to work flexible hours including evenings and holidays.

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 and explain the best solution; expedite correction or adjustment.
• Maintain accurate records of customer interactions and transactions; record details of inquiries and actions.
• Educate customers by answering financial products and service questions.

Skills

Customer service

Communication

Multitasking

Issue resolution

Spanish (optional)

Education

High school diploma

Tools

Windows

Microsoft Office

Job description

PLS Financial Services, Oak Brook-based, is seeking a Customer Care Team Lead to supervise escalated inquiries and guide a team of Customer Care Representatives in a fast-paced environment. The role emphasizes training, coaching, and ensuring first-call resolution while aligning with company policies and laws.

Evening and overnight availability is required to support operations. Responsibilities include handling escalations, recording interactions, and delivering high-quality service; prior