Remote Customer Service Team Lead & Coach

Endurance Warranty Services, LLC; Stati Uniti; Remoto; USD 31.000 - 32.000; Tempo pieno

Vantaggi offerti da questo lavoro

Paid training

Work From Home Opportunity

Computer Equipment Provided

401(k) with company match after 90days

Medical, Dental, and Vision Insurance

Voluntary Life Insurance

Internet Stipend

Paid Time Off

Holiday Pay

Descrizione del lavoro

Endurance Warranty Services, LLC is seeking a Team Lead Customer Service to train and mentor staff, conduct QA audits, monitor live calls, and coach team members. This role serves as a resource for product knowledge, procedures, and expectations while handling escalations and ongoing support for all skill levels.

We value quick thinking, a positive attitude, and a strong desire to coach others. Remote work context is not specified; focus is on leadership and customer care excellence.

Competenze

• 3+ years in customer service or retention with proven satisfaction.
• 3+ years teaching or mentoring new hires.
• 3+ years growth and development with KPI planning.
• Bachelor’s Degree in Communication or Business Management (or equivalent).
• Proficient with PowerPoint, Word, and Excel.
• Ability to motivate, teach, and inspire staff.
• Maintain professional and confidential conduct.
• Consistent and reliable attendance required.

Mansioni

• Provide additional training to new hires or representatives as needed.
• Live listen and monitor calls; coach during calls.
• Facilitate interviews for new hires.
• Schedule monthly team training/clarity meetings.
• Complete evaluations/coaching in CRM and share with reps.
• Review QA audit calls with representatives.
• Guide reps on escalated situations with managers.
• Handle escalated manager calls as needed.
• Hold agents accountable and manage disciplinary actions.
• Create training materials for various scenarios.
• Monitor attendance/timecards and ensure policy adherence.
• Distribute daily statistics.
• Schedule one-on-one performance review meetings.
• Perform other duties as needed by management.

Conoscenze

Customer service

Mentoring/training

KPI planning

Motivate/inspire staff

Confidentiality

Attendance reliability

Formazione

Bachelor’s Degree in Communication or Business Management

Strumenti

Microsoft PowerPoint

Microsoft Word

Microsoft Excel

Descrizione del lavoro

Endurance Warranty Services, LLC is seeking a Team Lead Customer Service to train and mentor staff, conduct QA audits, monitor live calls, and coach team members. This role serves as a resource for product knowledge, procedures, and expectations while handling escalations and ongoing support for all skill levels.

We value quick thinking, a positive attitude, and a strong desire to coach others. Remote work context is not specified; focus is on leadership and customer care excellence.