TCA Lead Agent

teletech; Irvine (CA); On-site; USD 48,000 - 68,000; Full time

Benefits offered by this job

Competitive compensation

Bonus opportunities

Benefits

Job summary

TTEC is seeking a Lead Customer Service Representative to own the resolution of escalated or complex calls across voice, chat and email, delivering thoughtful guidance that turns good experiences into exceptional ones.

You will train and mentor teammates, model best practices, and help drive performance for our client programs while upholding a caring, customer-centric approach.

Qualifications

• 3 or more years of customer service experience and some post-secondary education.
• Decision-making ability with research and recommendations.
• Solution-oriented mindset to ensure happy customers.
• Computer savviness.

Responsibilities

• Answer complex customer inquiries via phone, chat, and email.
• Conduct research to resolve customer issues.
• Lead by example and support team for client program success.

Skills

Customer service

Decision making

Problem solving

Computer skills

Education

Post-secondary education

Tools

CRM software

Communication tools

Job description

At TTEC, we're all about the Human Experience. Elevated. As a Lead Customer Service Representative you'll be a part of creating and delivering amazing customer experiences while you also #ExperienceTTEC, an award-winning employment experience and company culture.

What You'll be Doing

Do you have a passion for helping others and giving them peace of mind? In this role, you'll have ownership over resolving escalated or complex calls from customers. Whether it's getting answers for customers, consulting on products with compassion or resolving their issues with a smile, you'll be the difference between their customer experience being just average or an exceptional one.

During a Typical Day, You'll

• Answer complex customer inquiries via phone call, chat, and/or email
• Conduct research to provide answers for customers to resolve their issues
• Lead by example and work with your team to contribute to the overall success of your client program

What You Bring to the Role

• 3 or more years of customer service plus some post-secondary education
• Comfortable with decision making by assessing the situation, researching potential solutions and making recommendations
• A solution-oriented mindset to ensure happy customers
• Computer savvy

What You Can Expect

• Knowledgeable, encouraging, supporting and present leadership
• Diverse and community minded organization
• Career-growth and lots of learning opportunities for aspiring minds
• And yes...all the competitive compensation, performance bonus opportunities, and benefits you'd expect and maybe a few that would pleasantly surprise you

A Bit More About Your Role

We'll train you to be a subject matter expert in your field, so you can be confident in providing the highest level of service possible whether through voice, chat or email interactions. And we trust you already have the necessary ingredient that can't be taught - a caring and supportive nature that will shine through as you help customers. You'll also have a chance to make great new friends within the TTEC community and grow your career in a dynamic, family-friendly atmosphere.

You'll report to Pearl Andrus. We're looking for an experienced leader to Act as one, as you're the final destination to resolve customer's issues and are a key contributor to the process of delivering amazing customer service.

About TTEC

Our business is about making customers happy. That's all we do. Since 1982, we've helped companies build engaged, pleased, profitable customer experiences powered by our combination of humanity and technology. On behalf of many of the world's leading iconic and disruptive brands, we talk, message, text, and video chat with millions of customers every day. These exceptional customer experiences start with you.

TTEC is proud to be an equal opportunity employer. TTEC embraces and is committed to building a diverse and inclusive workforce that respects and empowers the culture and perspectives within our global teams. We strive to reflect the communities we serve by not only delivering amazing service and technology, but also humanity. We make it a point to make sure all our employees feel valued and comfortable being their authentic selves at work. As a global company, we know diversity is our strength. It enables us to view projects and ideas from different vista points and allows every individual to bring value to the table in their own unique way.