Customer Care Lead - El Paso area

JOB TITLE: Customer Care Team LeadDEPARTMENT: Call Center REPORTS TO: Customer Care SupervisorPOSITION SCOPE The Customer Care Team Lead acts as a liaison between Customer Care Associates and the Customer Care Supervisor.  This individual handles customer escalations and answers agent questions while maintaining high visibility on the call center floor.ESSENTIAL DUTIES AND RESPONSIBILITIES Receive escalated calls and handle as efficiently as possible Act as the front-line diffusion for customer escalations Maintain high visibility on the floor Answer agent questions as needed Identify team training needs and communicate those needs to the supervisor Act as a primary contact for the team in the absence of the supervisor Assume the role of agent during times of high call volume Other duties as assignedKNOWLEDGE, SKILLS AND ABILITIES 3 years customer service experience Ability to overcome customer objections Ability to multi-task Basic understanding of ACD data and reporting Personable phone manner Home improvement product knowledge helpful Education:  High School diploma or equivalentComputer Knowledge Requirements: Proficient in Windows 95 or greater, MS Office Suite;  Siebel preferredOur employees enjoy a casual, yet results-oriented environment where we value creativity, teamwork and innovation. To take your first step toward joining our winning team, please CLICK HERE.