Job Description:

Answer incoming calls from customers to take orders, answer inquiries and questions, handle complaints, troubleshoot problems and provide information to other agents. As a lead agent, you will be reporting directly to your assigned Team Lead for the program. You will support your Team Lead by driving performance of the agents under your individual team. You must always role model the behaviors expected of someone in a management position. You will also fill in for the Team Lead when they are not in.

Duties:

• Handle customer inquiries both telephonically and by email
• Manage and resolve customer complaints
• Provide customers with product and service information
• Enter new customer information into system & update existing customer information 
• Process orders, forms and applications
• Identify and escalate priority issues
• Handle supervisor calls
• Follow all PCI compliance procedures when handling customer information
• Assist the team leader in the day to day activities of the team
• Mentor new hires and help them acclimate to the call floor
• Step into the team leader role when the team leader is not available