Lead Customer Care Specialist

Position Overview:

The Lead Customer Care Specialist is responsible for overseeing the daily operations of the Work Zone programs including: continuously monitoring customer queues to ensure timely responses and issue resolution. Analyze queue metrics to identify trends and areas of improvement. Maintain and enforce high standards of customer service across all interactions.  Address and resolve complex customer issues promptly and efficiently.

Duties and Responsibilities:

• Act as primary contact for escalated customer issues, providing clear and concise communication.
• Facilitate all communication between customers, team members, and other departments to ensure alignment and transparency.
•  Maintain comprehensive knowledge of all processes related to Work Zone programs.
•  Identify and implement solutions for any customer-related issues or complaints.
• Collaborate with relevant teams to develop and improve processes that impact customer experiences.
• Generate and analyze daily/ monthly reports ensuring accuracy and timely delivery.
•  Manage Call Center escalations, ensuring issues are addressed promptly and efficiently.
• Support Call Center operations, including monitoring calibrations, assisting with Call Center reporting, performance tracking and maintaining compliance with standards.
• Foster a collaborative team environment, encouraging team work and mutual support.
• Ensure alignment with Business Requirements (BRQ) and company standards. • Partner with the implementation team on projects related to customer processes and expectations.
• Additional tasks as assigned. 

Qualifications:

High School Diploma or Equivalent •

• Intermediate computer skills using Microsoft Office (Word, Outlook, SharePoint, and Excel). 
• Excellent communication, both verbal and written. • Strong knowledge of customer service processes and best practices. 
• Demonstrated ability to solve complex problems and make decisions under pressure. 
• Strong analytical skills and attention to detail. • Make sound decisions and accept / act upon constructive feedback.
•  Adhere to professional behavioral expectations and the ability to work well with different groups and departments.
• Must be able to operate effectively and reliably in office and/or at home. 
• Drug Test, Background Check and Fingerprint are required.
• Capable of sitting or standing for extended periods will be a requirement.
•  Ability to work collaboratively in a team environment