GS Lead Associate, CSR - New York

Bringing smiles is what we do at TTEC… for you and the customer. As aLead Associateworkingremotelyin New York, USA, you'll be a part of creating and delivering amazing customer experiences while you also #experienceTTEC, an award-winning employment experience and company culture.

What You’ll be Doing -

Do you have a passion to help boost performance? Looking for an opportunity to help build your leadership skills while mentoring others? Do you love conducting research and analyzing customer problems to provide a solution?You’ll put your customer service skills to the test by answering CSR questions and taking escalated customer calls to provide a positive and unique customer experience.

You'll report to Customer Service Team Lead. You’ll contribute to the success of the customer experience as well as the overall success of the team.

During a Typical Day, You’ll

• Assist CSRs by understanding and analyzing their questions and providing accurate information for the representatives to convey to customers.
• Provide general coaching to representatives on call handling and processing procedures.
• Document calls for quality to review and identify areas that may require additional training.
• Handle escalated customer calls to provide excellent service and resolve customer needs while deescalating customers’ negative experiences. 

What You Bring to the Role

• High school diploma or equivalent 
• 6+ months of customer service experience in tolling industry
• 1+ years overall customer service experience.
• Ability to mentor and inspire others
• Must be current TTEC NY agent

What You Can Expect

• Supportive of your career and professional development
• An inclusive culture and community minded organization where giving back is encouraged
• A global team of curious lifelong learners guided by our company values
• Hourly wage of $20.15
• Ask us about our paid time off (PTO) and wellness and healthcare benefits
• And yes... a great compensation package and performance bonus opportunities, benefits you'd expect and maybe a few that would pleasantly surprise you (like tuition reimbursement)

Visithttps://www.hellottecbenefits.comfor more information.

About TTEC
Our business is about making customers happy. That's all we do. Since 1982, we've helped companies build engaged, pleased, profitable customer experiences powered by our combination of humanity and technology. On behalf of many of the world's leading iconic and hypergrowth brands, we talk, message, text, and video chat with millions of customers every day. These exceptional customer experiences start with you.

TTEC is proud to be an equal opportunity employer where all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or status as a protected veteran. TTEC embraces and is committed to building a diverse and inclusive workforce that respects and empowers the cultures and perspectives within our global teams. We aim to reflect the communities we serve, by not only delivering amazing service and technology, but also humanity. We make it a point to make sure all our employees feel valued, belonging, and comfortable being their authentic selves at work. As a global company, we know diversity is our strength because it enables us to view things from different vantage points and for you to bring value to the table in your own unique way.

#LI-Remote NY