What are the responsibilities and job description for the Back Office Support Lead position at EMPLOYMENT & TRAINING CENTERS INC?
Job Description:
The Back Office Support (BOS) Lead provides leadership and coaching to the assigned team by monitoring employee-customer interaction for quality and accuracy. Ensures team workload, deadlines and customer service objectives are met and customer service representatives are informed of all product and procedural updates. Performs escalated account research and negotiations and creates payment plan agreements while maintaining an inviting, friendly, and professional manner.
Duties & Responsibilities
- Coaches, develops, and motivates CSRs by monitoring employee-customer interaction for accuracy and quality. Monitors team attendance, identifies attendance patterns and addresses improvement opportunities.
- Ensures optimal time utilization and team workload, deadlines and work objectives are achieved.
- Performs escalated account research, negotiations, and crates paymement plan agreements by offering resolutions according to established policies and procedures in an inviting, friendly, and professional manner.
- Collaborates with upper management to complete employee evaluations as defined according to each section.
- Ensures customer service reps are informed of all procedural and product updates.Other Duties:
This job description is not designed to cover or contain a comprehensive listing of activities, duties, or responsibilities that are required of the employee for this position. Management may, at its discretion, assign, or reassign duties and responsibilities to this job at any time.
Requirements:
Education and Experience:
- High school diploma or G.E.D.
- Minimum 3 years of customer service
- Minimum 1 year of leadership experience
Knowledge, Skills and Abilities:
- Makes sound decisions based on HCTRA policies and procedures with minimal assistance
- Strong customer service skills with an emphasis on de-escalation and negotiation skills
- Strong communication (written/verbal) and interpersonal skills
- Well versed in Excel
- Ability to lead a team
- Knowledge of the State statute and requirement for toll violation and collection processes
- Multi-tasking capabilities, ability to think logically, flexible and goal-oriented
- Able to type at least 35 correct wpm
Physical Demands:
The position mostly requires sitting in an office environment, occasionally some standing, and light lifting, such as three or four reams of paper or books (up to 20 pounds or an equivalent weight) may be required.
Position Type and Typical Hours of Work:
This is a full-time position.
- Training Schedule: Monday- Friday 8 AM - 4:30 PM
- After training: Schedule will be assigned, 5 days a week, 8-hour shift, Monday- Friday *Overtime may be required based on business needs
Job Type: Full-time
Expected hours: No less than 40 per week
Benefits:
- Health insurance
Ability to Commute:
- Houston, TX 77040 (Required)
Work Location: In person
