Customer Service Team Lead

Essential Job Duties and Responsibilities:
* Answers all incoming customer requests and provide accurate, satisfactory answers to their queries and concerns.
* De-escalate situations involving dissatisfied customers, offering patient assistance and support.
* Follow all established Contact Center policies, procedures, and written/verbal instructions.
* Ensures all assigned issues are updated and resolved as efficiently and as quickly as possible within the program guidelines.
* Initiate outbound follow-up calls as necessary.
* Maintain quality performance standard metrics.
* Navigate and accurately record notes and create cases using a CRM.
* Collaborate with all call center professionals to improve customer service.
* Provides mentorship to new hires.
* Processes web, email, and chat correspondence.
* Assists with Level 1 Escalations.
* Assists other team members with troubleshooting cardholder requests
* Provides mentorship to other team members
* Adheres to Contractual Service Requirements for the Transportation Authority
* Actively participates and supports training.

Cubic Pay Range:

The Cubic pay range for this job level is a general guideline only and not a guarantee of compensation or salary. Additional factors considered in extending an offer include (but are not limited to) responsibilities of the job, education, experience, knowledge, skills, and abilities, as well as internal equity, alignment with market data, applicable bargaining agreement (if any), or other law.