Client Success Team Lead

About Us:

Broadway Support Services is an affiliate company of one of the US's largest and most reputable debt settlement companies. We’re all about helping our customers through a tough financial time in their lives with education and individual customer service. We become our clients' number one advocate to help them reestablish financial stability as quickly as possible.

Overview:

This position is non-exempt and is focused on leading and developing a team of highly effective call center agents while also assisting clients with their general inquiries and/or concerns. The Client Success Team Lead is responsible for the continued development of their team members, handling escalated calls, providing coaching and feedback to agents appropriately, and serving as liaison between the CS Management Team and the Agents to ensure all departmental and companywide policies are followed and upheld.

Responsibilities:

• Utilize Salesforce CRM software to facilitate the process of responding to clients concerns via phone and email

• Responsible for the overall leadership and continued professional development of a team consisting of 10-15 employees

• Ensure understanding of and enforce companywide policies and procedures where applicable

• Actively manage individual team member’s performance, including but not limited to successfully and accurately drafting Performance Improvement Plans for management and the Department of HR’s review and approval

• Conduct, participate in, and accurately document coaching and corrective action discussions as needed

• Serve as a mentor and leader to CS Agent IIs, to the team, leading by example in every circumstance and demonstrating NDR’s core values

• Handling and de-escalating client calls and emails when called on for assistance

• Listening to and monitoring calls in order to provide constructive feedback to the team

• Responsible for keeping up to date with and effectively communicating policy changes and updates as they pertain to the Client Success Department

• Conduct and lead one-on-ones as well as weekly team meetings to ensure consistency and foster a teamwork based working environment

• Responsible for continued on-the-floor training for new hires

Qualifications:

• Demonstrated skills and competencies in the areas of coaching, correct navigation, use of support information, and providing effective feedback

• Letter of recommendation from Manager is required

• Previous experience as a team supervisor or current TM II is required to apply

• Excellent interpersonal communication skills, both verbal and written

• Strong critical thinking and problem-solving abilities

• Strong organizational and multi-tasking skills with an acute attention to detail

• Ability to remain professional, empathetic, polite, flexible, confident, tactful, patient, and diplomatic when faced with complex problems

• Ability to work autonomously with minimal supervision Computer proficiency in Microsoft Office is a plus

• Strong leadership skills including the ability to foster a positive team-based working environment

Benefits:

Broadway Support Services is a team-oriented environment full of rewards and growth opportunities for our employees. We are dedicated to our employee's success and growth within the company, through our employee mentorship and leadership programs.

Our extensive benefits package includes:

Law Benefits

Private insurance

Referral Program

Transportation (Starting at 4:00 PM)

Massive Growth Opportunities

Continuous development

Privileged location (City Center)

Great Work Environment

Permanent