Temporary GS Lead Associate, CSR

teletech; Austin (TX); Remote; USD 25,000 - 41,000; Full time

Job summary

TTEC is seeking a Lead Customer Service Representative to manage escalated calls and guide frontline agents from a remote location in California. In this role you'll own complex inquiries, coordinate with the team, and ensure top-tier service for our clients.

You will work across phone, chat, and email, using research and judgment to resolve issues while upholding our values and commitment to a human-centered experience.

Qualifications

• Must have an active health license.
• 3+ years of customer service plus some post-secondary education.
• Capable of decision making by researching potential solutions and making recommendations.
• Leads by example to support team and client program success.
• Solution-oriented mindset to ensure happy customers.
• Proficient with computers and standard software.
• For at-home roles, high-speed internet (>15 Mbps) is required.

Responsibilities

• Handle complex customer inquiries via phone, chat, and/or email.
• Research and provide solutions to resolve customer issues.
• Lead by example and collaborate with your team to drive program success.

Skills

Active health license

3+ years customer service

Decision making

Leadership by example

Solution-oriented

Computer literacy

High-speed internet (>=15 Mbps)

Education

Some college education

Job description

Your potential has a place here with TTEC's award-winning employment experience. As a Lead Customer Service Representative working remotely in California, United States you'll be a part of bringing humanity to business. #experienceTTEC

What You'll be Doing

Do you have a passion for helping others and giving them peace of mind? 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

• Must have an active health license
• 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
• You lead by example and work with your team to contribute to the overall success of your client program
• A solution-oriented mindset to ensure happy customers
• Computer experience
• For at home roles - keep High speed internet (> 15mbps)

What You Can Expect

• Supportive of your career and professional development
• An inclusive culture and community minded organization where giving back is encouraged
• A global team of curious lifelong learners guided by our company values
• Base wage starting at INSERT per hour or INSERT range per hour plus performance bonus opportunities
• And we have a healthy benefits package based on your position that could include PTO, tuition reimbursement, health and wellness incentives

Visit https://www.ttecjobs.com/en/us-employee-benefits for more information.

A Bit More About Your Role

We're committed to ensuring you have the skills and support to be successful in your role throughout your career. From your first day in training, through individualized webcam-enabled, engagement and coaching, on into 1000s of free courses to support your career growth wherever that may take you. And we know that you bring with you the one necessary ingredient that can’t be taught - a caring and supportive nature that will shine through as you help customers. Our TTEC community is here for you as one dynamic, global family.

You'll report to the Service Delivery Manager. You'll contribute to the success of the customer experience and the overall success of the team.

About TTEC

TTEC is a global consulting, technology, and managed services company that helps brands deliver smarter, more human customer experiences through data, AI, and technology. Our work connects people and brands every day—and it starts with the talent behind the experience.

TTEC is proud to be an equal opportunity employer where all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or status as a protected veteran. TTEC embraces and is committed to building a diverse and inclusive workforce that respects and empowers the cultures and perspectives within our global teams. We aim 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, belonging, and comfortable being their authentic selves at work. As a global company, we know diversity is our strength because it enables us to view things from different vantage points and for you to bring value to the table in your own unique way.