Handle escalated calls and complex customer inquiries by researching issues, identifying solutions, and ensuring timely follow-up and resolution
Support day-to-day customer service operations by assisting supervisors/managers with workflow, call handling, documentation, and transaction accuracy
Mentor, coach, and support less experienced team members by sharing knowledge, answering questions, and helping reinforce proper procedures
Research customer inquiries, process requests, update account history, and document outcomes clearly and accurately
Review client reports, monitor daily transactions, and recommend workflow or procedure improvements to support efficiency and data integrity
Serve as a resource for team members, management, and customers regarding customer service issues, escalations, and operational questions

6+ years of customer service, telephone support, call center, or related customer contact experience
Experience handling escalated calls, complex customer inquiries, complaint resolution, or sensitive customer service issues
Experience mentoring, training, coaching, or supporting less experienced staff in a call center or customer service environment
Strong business, analytical, communication, documentation, and problem-solving skills
Experience using help desk software, telephone technology, computer software, and customer service systems

Call Center Unit Lead

Key skills