Customer Service Team Lead - Remote

Newark Lending manages assets for more than 200,000 clients through 120 offices. Headquartered in Newark, the company runs operations centers in New Jersey and two other locations.

About the role:

The Customer Service Team Lead - Remote answers customer calls, chats and emails about orders, billing and account changes. Paid training for the first two weeks. After that you will handle 40 to 60 contacts per shift.

Day to day:

Call customers back on open issues within the promised timeframe. Escalate complaints that need a supervisor or another department. Look up orders, accounts and shipping status in the CRM and order system. Update customer records accurately. Notice repeat problems and report them to your team lead. Process returns, exchanges, refunds and address changes. Meet targets for handle time, quality score and customer satisfaction. Explain bills and payment options and take payments over the phone.

Qualifications:

7+ years of customer service, retail, hospitality or call center experience. High school diploma or GED. Reliable attendance. Schedule adherence is tracked. Basic computer skills (Windows, Outlook, web browsers). Clear speaking voice and good listening skills. Must pass a background check. Typing speed of at least 35 WPM.

Preferred:

Knowledge of e-commerce order systems such as Shopify. Experience handling escalations. Zendesk, Five9 or Genesys experience.

Schedule: Four 10-hour shifts, rotating weekend day

Pay: $32.00 - $38.50 per hour

Perks and benefits:

Home office stipend. $1,000 home office setup budget.

Newark Lending is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or veteran status.

Duration: 9 months. Start: Immediately.

Demo job created on 11jobs for testing and demonstrations. It is not an actual opening at Newark Lending.