Team Lead - Call Center

Essential Functions :

• Coordinates and performs a range of department support activities; serves as a liaison between other divisions / departments.
• Provides administrative support such as answering inbound telephone calls, checking on ship dates, offering information on all products, updating new account information and inputting call notes in GCM.
• Communicates with customers, colleagues, dental technicians and managers in a prompt articulate manner.
• Complies with customer service policies and procedures meeting call center operational standards.
• Processes orders and prepares correspondence.
• Assists customers in problem solving, planning, development and execution of stated goals and objectives.
• Ensures customer retention and satisfaction.
• Completes all of the tasks on the CSR checklist.
• Maintains a day to day professional relationship with schedulers, technical advisors and managers.
• Establishes positive working relationships with internal and external customers by helping the customer feel valued, appreciated and involved in discussions and decisions.
• Takes personal responsibility for customer service challenges, correcting them quickly and in a positive manner.
• Seeks advice and input from the supervisor or manager when needed.
• Assists customers in problem solving, planning, development and execution of stated goals and objectives.
• Acts promptly and does the unexpected to exceed the customer's expectations.
• Performs the front lobby console duties when needed and complies with the front desk procedures.
• Maintains ACD availability minimum of 50%.
• Provides support for problems; researches and resolves customers' complaints.
• Trains new customer service representatives.
• Gains customer confidence and commitment by soliciting and listening to customer needs and feedback, using that information to drive the initiatives of the company.
• Provides support for complex problems.
• Relies on extensive knowledge and experience to make decisions and accomplish departmental goals.
• Makes outbound calls on cases that need assistance.
• Works with other associates, using their expertise and opinions to make well thought out decisions.
• Keeps team and customers informed, communicating the next steps and any challenges.
• Provides and receives feedback, acknowledges contributions and shares alternatives in situations for development.
• Possesses in-depth knowledge of technical aspects of all Glidewell products.
• Trains and coaches staff to consistently meet or exceed customer needs and enhance quality customer relations. Works with associates to overcome customer challenges.
• Encourages staff to educate and inform customers on products and services.
• Effectively guides interactions by setting a purpose, asking for and providing clarification and facilitating agreement to reach objectives.
• Performs other related duties and projects as business needs require at direction of management.

Education and Experience :

Pay Range : $24.00-$28.00 / hr

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