Customer Service Team Lead

Our advisors handle retirement planning, investment management and estate coordination for about 900 households. Mortgage brokers in Alabama send us loans to underwrite, close and fund. We started in 2018 and have grown to about 120 people. Dress is business casual, and suits come out for client meetings.

About the role:

The Customer Service Team Lead answers customer calls, chats and emails about orders, billing and account changes. The work is on site and cannot be done remotely.

Your responsibilities:

• Update customer records accurately
• Transfer calls to the right department with a warm handoff
• Explain bills and payment options and take payments over the phone
• Notice repeat problems and report them to your team lead
• Look up orders, accounts and shipping status in the CRM and order system
• Complete required training and quality coaching sessions
• Escalate complaints that need a supervisor or another department

Required qualifications:

• 7+ years of customer service, retail, hospitality or call center experience
• Reliable attendance. Schedule adherence is tracked
• Clear speaking voice and good listening skills
• Must pass a background check
• Basic computer skills (Windows, Outlook, web browsers)
• High school diploma or GED
• Comfortable using multiple screens and systems at the same time

Nice to have:

• Prior billing or insurance call center work
• Bilingual English and Spanish (pay differential)
• Zendesk, Five9 or Genesys experience
• Chat support experience

Pay: $25.00 - $30.50 an hour

Why work with us:

• Medical, dental and vision insurance
• 401(k) with 4% match
• Paid time off

Garcia Wealth Partners provides equal employment opportunities to all employees and applicants.

Start: Immediately.

Demo job created on 11jobs for testing and demonstrations. It is not an actual opening at Garcia Wealth Partners LLC.