Customer Service Team Lead
Santa Ana, CA Santa Ana, CA Full-time Full-time $16 an hour $16 an hour 22 hours ago 22 hours ago 22 hours ago The Customer Service (Client Liaison) Team Lead for Optima Tax Relief, LLC (Optima) is located in the Santa Ana, California office and reports to the Senior Director of Specialty Products.
This role must lead its team by example, providing guidance to the team to achieve high-level performance and inspire personal development and growth with Optima employees.
Team Leads must work with internal departments and leaders to ensure workflow and protocols are being met in a timely manner by the team.
This will require thorough knowledge of the department system, process, and protocols as well as demand strong work ethic that models Optima values.
As an OPP (Optima Protection Plan) Client Liaison Team Lead you will be the main point of contact for the Client Liaisons.
You will be relied upon to keep Client Liaisons informed and on track with servicing the Protection Plan clients with the monthly monitoring services.
As Team Lead, you will also be active in coaching and training the team from on-boarding and through their career at Optima.
.
Team Leads must champion Optima's culture and Core Values and help lead the department to deliver the best customer experience.
Essential Duties & Responsibilities In order to be provided the essential training required to be successful in this role, it is mandatory that you are present for and complete all essential/initial training onsite for a minimum of 30 days (unless prior management approval is provided).
Please note that additional onsite training may be required depending on business need.
Providing leadership and support to OPP Servicing team as the Team Lead Update the team's productions number and manage OPP pipelines to ensure smooth client experience while supporting the team team member fulfillment.
Train and coach Liaisons on communicating with Optima's Protection Plan clients with regards to their tax account both by phone and email Review and evaluate calls and provide weekly/monthly feedback and insight to team-members to enhance potential opportunities for improvement and efficiencies Support and work closely with internal department Timely respond to all escalated emails or calls in accordance with OTR work protocols Oversee the team's pipeline, and Monitor KPIs to ensure the team is delivering services in accordance with the company's requirements Manage team training material Communicate & motivate team to meet production goals Contact clients via phone and email if needed for de-escalation Maintain Leadership Top 10 principles Follow company protocols to ensure the highest level of security to protect the client Personal Identifiable Information(PII).
Other duties as assigned.
Education & Experience Requirements High school diploma or equivalent education required.
6
months of experience as a Team Lead (customer service and client facing) or Supervisor Knowledge, Skills & Abilities Type a minimum of 45 WPM (Assessment will be conducted at time of interview) Excellent organizational, time-management, written, and communication skills.
Strong ability to multi-task Customer Service Professional with the Ability to Build Relationships Excellent Organizational, Written, and Communication Skills Proficient and Comfortable with Office Equipment and systems (Computer skills - Microsoft Office, Outlook, Excel) Competent knowledge of Salesforce preferred Ability to remain focused and productive in a fast paced enviornment Strong listening skills with the ability to understand and influence people.
Ability to develop your team and lead by example.
Be a team player Job Type:
Full-time Pay:
$16.
00 per hour
Benefits:
401(k) 401(k) matching Dental insurance Health insurance Life insurance Paid time off Vision insurance Schedule:
8 hour shift Day shift Monday to Friday Ability to commute/relocate:
Santa Ana, CA 92704:
Reliably commute or planning to relocate before starting work (Preferred)
Experience:
Supervisor:
1 year (Required) Customer service:
1 year (Required) Work Location:
In person.
Estimated Salary: $20 to $28 per hour based on qualifications.
This role must lead its team by example, providing guidance to the team to achieve high-level performance and inspire personal development and growth with Optima employees.
Team Leads must work with internal departments and leaders to ensure workflow and protocols are being met in a timely manner by the team.
This will require thorough knowledge of the department system, process, and protocols as well as demand strong work ethic that models Optima values.
As an OPP (Optima Protection Plan) Client Liaison Team Lead you will be the main point of contact for the Client Liaisons.
You will be relied upon to keep Client Liaisons informed and on track with servicing the Protection Plan clients with the monthly monitoring services.
As Team Lead, you will also be active in coaching and training the team from on-boarding and through their career at Optima.
.
Team Leads must champion Optima's culture and Core Values and help lead the department to deliver the best customer experience.
Essential Duties & Responsibilities In order to be provided the essential training required to be successful in this role, it is mandatory that you are present for and complete all essential/initial training onsite for a minimum of 30 days (unless prior management approval is provided).
Please note that additional onsite training may be required depending on business need.
Providing leadership and support to OPP Servicing team as the Team Lead Update the team's productions number and manage OPP pipelines to ensure smooth client experience while supporting the team team member fulfillment.
Train and coach Liaisons on communicating with Optima's Protection Plan clients with regards to their tax account both by phone and email Review and evaluate calls and provide weekly/monthly feedback and insight to team-members to enhance potential opportunities for improvement and efficiencies Support and work closely with internal department Timely respond to all escalated emails or calls in accordance with OTR work protocols Oversee the team's pipeline, and Monitor KPIs to ensure the team is delivering services in accordance with the company's requirements Manage team training material Communicate & motivate team to meet production goals Contact clients via phone and email if needed for de-escalation Maintain Leadership Top 10 principles Follow company protocols to ensure the highest level of security to protect the client Personal Identifiable Information(PII).
Other duties as assigned.
Education & Experience Requirements High school diploma or equivalent education required.
6
months of experience as a Team Lead (customer service and client facing) or Supervisor Knowledge, Skills & Abilities Type a minimum of 45 WPM (Assessment will be conducted at time of interview) Excellent organizational, time-management, written, and communication skills.
Strong ability to multi-task Customer Service Professional with the Ability to Build Relationships Excellent Organizational, Written, and Communication Skills Proficient and Comfortable with Office Equipment and systems (Computer skills - Microsoft Office, Outlook, Excel) Competent knowledge of Salesforce preferred Ability to remain focused and productive in a fast paced enviornment Strong listening skills with the ability to understand and influence people.
Ability to develop your team and lead by example.
Be a team player Job Type:
Full-time Pay:
$16.
00 per hour
Benefits:
401(k) 401(k) matching Dental insurance Health insurance Life insurance Paid time off Vision insurance Schedule:
8 hour shift Day shift Monday to Friday Ability to commute/relocate:
Santa Ana, CA 92704:
Reliably commute or planning to relocate before starting work (Preferred)
Experience:
Supervisor:
1 year (Required) Customer service:
1 year (Required) Work Location:
In person.
Estimated Salary: $20 to $28 per hour based on qualifications.
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