Team Lead, Customer Service​/HelpDesk

Job Summary

The Team Lead is responsible for providing outstanding customer service to clients by assisting the Supervisor and/or Key Personnel in executing, delegating, and following up on work assignments. The Team Lead may be required to assist with and/or perform all work assigned to other hourly employees (Customer Service Representatives and Claims Processors). Team Leads facilitate daily communication with team members, clients, customers/retailers, and/or media contacts.

The Team Lead monitors work assigned to Customer Service Representatives and Claims Processors, and assists with special projects and the preparation of routine and ad hoc reports. The Team Lead ensures compliance with the client's program specifications and ACB policies and procedures.

Serve as a client contact for assigned GM accounts. Assist the Supervisor in ensuring that client and ACB goals are being met with respect to production and customer service commitments.

Assist the Supervisor in ensuring that claim/review processing complies with ACB and client policies, program guidelines, and turnaround commitments. Provide daily claim/review status reports. Review claims/review as necessary to ensure quality and accuracy (including checking claims processed by other team members and providing feedback as appropriate). Proof claim/review documents and batches prior to release. Ensure that the pended claim process follows established procedures.

Provide continual feedback to the Supervisor regarding the effectiveness of processes and procedures, and offer suggestions to improve operations, efficiency, and service.

Assist the Supervisor in ensuring that employees have appropriate training and resources to perform their jobs. Help coordinate ongoing staff training and development to improve performance and customer service.

Receive, research, and resolve client questions and complaints when appropriate. Facilitate oral and written communication to ensure timely and efficient client service. Maintain necessary documentation related to communications. Identify potential client-related issues and proactively discuss solutions with the Supervisor.

Review fund transactions and new dealer installations; ensure that the client database is maintained and updated as needed.

Maintain client program information, specification sheets, and account binders, ensuring that current information is accessible to all team members. Assist the Supervisor in writing and evaluating client service order revisions and updates.

Communicate information regarding claim/review status, turnaround time, client status, and related issues to the Supervisor.

Education:

• High School Diploma or equivalent certificate.

Technical Knowledge:

• Intermediate PC knowledge, including Microsoft Office products;
  Outlook, Word, Excel. Basic knowledge of Access.
• Strong mathematical, spelling and grammar skills as demonstrated by successful completion of pre-employment tests.
• Intermediate understanding of accounting principles.

Work Experience:

• Minimum of one year work experience in customer service or related field required.
• Demonstrated experience as a lead or mentor in a customer service or production environment. Prior experience with ACB preferred.
• Strong organizational skills are needed to manage multiple tasks/priorities.

Human Relations

Skills:

• Ability to communicate effectively with a variety of audiences verbally and in writing.