Society for Human Resource Management

  • Team Lead - Customer Service

    Job Locations US-VA-Alexandria
    Job ID 2018-1195
    Category
    Customer Care
  • Overview

    The Role:

    Join an expanding team at SHRM that is focused on delivering exceptional service to our growing membership.  Customer Service offers a rewarding environment dedicated to SHRM members, customers and staff. We offer a flexible work environment with a minimum 7.5 hour workday and an array of opportunities for professional development and training. Team members are responsible for ensuring customers’ expectations are met or exceeded through effective communication about SHRM’s array of products, programs and services while providing a prompt resolution of any customer issues. The ability to handle emails and inbound calls in a fast-paced environment where service excellence is top priority is critical. Also, the ability to process information and make judgments while maintaining a positive and professional attitude is a must. High priority placed on quality service and willingness to work in a team environment to accomplish goals.

    Responsibilities

    Your Day:

    • Plan, direct and supervise the work and responsibilities of the Call Operations team. 
    • Work as a member/leader of a special or ongoing project for process improvement.
    • Coordinate staff schedules to ensure adequate phone coverage to maintain the set metrics for the department.
    • Provide quarterly/annual performance reviews and set goals for Call Operations staff. Document results for feedback and follow-up.
    • Respond as required to telephone and written membership information requiring supervisor’s approval/decision. Deal with member related issues as first line of problem escalation. Ensure staff utilizes escalation steps/process to resolve member issues/challenges.
    • Train/ensures training of call operations’ staff on new procedures related to job responsibilities. 
    • Assist management in creating Customer Service Metrics. 
      • Administer metric reports as part of performance review with staff
      • Works to ensure team achieves Customer Service Metric goals as established
    • Perform regular quality monitoring of calls to ensure quality member service is being provided using the correct resources.
    • Conduct one-on-one meetings and team meetings with the Member Care team. Utilize and document monthly scorecard and provide documented results for each team member.
    • Up Sell/Cross Sell - Ensure that phone staff participates in up sell programs with accurate, documented results. Provide timely results and feedback to the team and achieve established goal. Addresses disciplinary and/or performance problems according organization policy.
    • Provide supervision to other segments of the Customer Care department as necessary.

    Qualifications

    Must Haves:

     

    • High School diploma or equivalent; Bachelor's degree preferred.
    • 3 years call center experience, 7 years in lieu of degree; 2 of which must be in a supervisory role.
    • Must be comfortable with learning new technology
    • Skilled with utilizing technology and applying metrics to evaluate and improve processes as needed
    • Ability to efficiently and swiftly recognize service level needs and prioritze staff resources accordingly
    • Strong service orientation.
    • Excellent communication skills - verbal & written.
    • Must be collaborative and able to work across organization, at all levels.

     

    Physical Demands

    The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

    While performing the duties of this job, the employee is regularly required to sit, use hands to finger, handle or feel objects, tools or controls; reach with hands and arms. The employee is occasionally required to stand, walk, stoop, kneel, crouch or crawl. The employee may occasionally lift up to 20 pounds.


    Work Environment

    The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.  Work is regularly performed in a professional office environment and routinely uses standard office equipment. 

    This job requires occasional travel 0-10%.


    The Society for Human Resource Management is an equal opportunity employer (Minority/Female/Disabled/Veteran).

    ACCESSIBILITY NOTICE: If you need a reasonable accommodation for any part of the employment process due to a physical or mental disability, please send an email to: accessibility@shrm.org or TDD (703) 548-6990.

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