Job Information
Robert Half Lead Customer Service Representative in Olathe, Kansas
Description We are inviting applications for the role of Lead Customer Service Representative based in Olathe, Kansas. As a Lead Customer Service Representative, your primary focus will be to handle customer inquiries, ensure accurate record-keeping, and provide administrative support to enhance customer satisfaction. This role is integral to maintaining the high standard of customer service that our team is known for.
Responsibilities:
• Efficiently handle a considerable number of inbound customer calls.
• Conduct outbound calls aimed at collections and promoting revenue-driven initiatives.
• Undertake administrative duties, including data entry, billing, and scheduling service and sales appointments.
• Monitor and report on call volume and times, along with call listening and monitoring.
• Conduct performance coaching with other Customer Service Representatives.
• Manage customer reviews, including initiating contact for resolution in case of negative feedback and celebrating positive reviews.
• Handle first level invoice corrections, credit memos, and customer refunds.
• Lead the Customer Service Representative department in various areas, including metric reporting, revenue driving, peer coaching, and training.
• Foster an environment of continual process improvement and professional growth and development.
• Handle first level escalation calls and assist with escalation resolution.
• Keep a close eye on company help emails and respond promptly.
Skills required:
• Proficiency in Call Center Customer Service.
• Superior Customer Service skills.
• Experience in Collections and Billing.
• Familiarity with QA - Quality Assurance procedures. Requirements • Proficiency in Call Center Customer Service
• Demonstrated ability in providing Superior Customer Service
• Experience in Collections field
• Familiarity with QA - Quality Assurance processes and procedures
• Proficiency in Billing processes and systems
• Ability to work collaboratively in a team environment
• Excellent verbal and written communication skills
• Ability to manage multiple tasks and prioritize effectively
• Ability to problem solve and make decisions under pressure
• Proven track record in a customer service role
• Ability to handle customer complaints and difficult situations
• Proficiency in using customer service software and tools
• Willingness to learn new skills and adapt to changing environments
• High level of professionalism and integrity
• Demonstrated ability to meet and exceed customer expectations.
Robert Half is the world’s first and largest specialized talent solutions firm that connects highly qualified job seekers to opportunities at great companies. We offer contract, temporary and permanent placement solutions for finance and accounting, technology, marketing and creative, legal, and administrative and customer support roles.
Robert Half works to put you in the best position to succeed. We provide access to top jobs, competitive compensation and benefits, and free online training. Stay on top of every opportunity - whenever you choose - even on the go. Download the Robert Half app (https://www.roberthalf.com/us/en/mobile-app) and get 1-tap apply, notifications of AI-matched jobs, and much more.
All applicants applying for U.S. job openings must be legally authorized to work in the United States. Benefits are available to contract/temporary professionals, including medical, vision, dental, and life and disability insurance. Hired contract/temporary professionals are also eligible to enroll in our company 401(k) plan. Visit roberthalf.gobenefits.net for more information.
© 2024 Robert Half. An Equal Opportunity Employer. M/F/Disability/Veterans. By clicking “Apply Now,” you’re agreeing to Robert Half’s Terms of Use (https://www.roberthalf.com/us/en/terms) .