Customer Service Team Lead (Remote)

Regulatory oversight is constant, and the compliance department is one of the largest in the company. Ochrepoint manages assets for more than 200,000 clients through 120 offices. Dress is business casual, and suits come out for client meetings.

Role overview

Ochrepoint is hiring for its Orders team in Santa Fe. Full-time and part-time shifts available. Hourly pay plus quarterly performance bonus, health benefits after 60 days and paid time off. Remote, open to candidates across the US.

Essential duties and responsibilities

• Call customers back on open issues within the promised timeframe.
• Process returns, exchanges, refunds and address changes.
• Complete required training and quality coaching sessions.
• Follow scripts and required disclosures on recorded lines.
• Answer inbound calls, live chats and emails from a queue.
• Explain bills and payment options and take payments over the phone.

Required qualifications

• 8-10 years of customer service, retail, hospitality or call center experience.
• For remote roles: quiet workspace and wired internet at 25 Mbps or faster.
• Reliable attendance. Schedule adherence is tracked.
• Clear speaking voice and good listening skills.
• Comfortable using multiple screens and systems at the same time.

Preferred

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

Compensation and benefits

• Medical, dental and vision insurance.
• 401(k) with a 100% match up to 5%.
• Three weeks of PTO to start.
• 12 weeks of paid parental leave.
• Short- and long-term disability.
• Tuition reimbursement.

Ochrepoint is an Equal Opportunity Employer, including disability and protected veteran status.

Most hires start within two to three weeks of an offer.

Start: Immediately.

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