Customer Service Team Leader - VentureTech Solutions

ARE YOU PASSIONATE ABOUT LEADING A TEAM,
AND DRIVING EXCELLENT CUSTOMER EXPERIENCES?

IF SO, WE WANT TO HEAR FROM YOU TODAY!

Position:                             Customer Service Team Lead (CSTL)

Compensation:              $20/HR - Hourly Base Rate Bonus(es)
                                                                                                               
Benefits offered:           401k w/employer match, medical, vision, dental, disability/life,
paid holidays, paid time off (PTO), service time awards and more!
Location:                            On-Site / Plantation, FL 33313
Schedule:                           Mon-Fri 9A M – 6:00 PM  /  1-day a week closing shift of 11 AM -8:30 PM TBD
About Us:
Since 2015, Lighthouse has been a leader in the debt settlement industry, helping thousands of individuals and families find financial freedom.  We help families every day reduce their credit card debt by nearly half of what they owe.  The CSTL will be responsible to help manage the day-to-day operations of the Plantation Campus, with a focus on the Customer Service Team, cancellation metrics, draft rates and client experience campaign(s).  The CSTL will also be capable and available to receive and/or handle any escalation calls from our clients who have enrolled into our certified and compliant debt settlement program and may need some additional support, assisting them with their questions or needs.  Industry experience is not required.  Training is provided.
Bilingual preferred, not necessary.
Customer Service Site Manager Responsibilities:

• Assists Director with managing, monitoring, coaching, developing, motivating, and mentoring representatives on campus, with a focus on Customer Service.   
• Processes requests, prepares correspondence, and fulfills clients or creditors needs to ensure client satisfaction,                                                                                     
• Assists in resolving complex customer problems, and provides education for corrective actions and analysis,
• Work with vendor partners (Global / Fortress) to maintain client’s accounts, 
• Provides efficient and courteous telephone service to client and creditor inquiries,
• Assumes responsibility for escalated issues and performance of team members,
• Determines proper processes and procedures for fulfilling internal/external client and creditor needs related to the settlement process,
• Provides coaching and instruction in a supportive fashion to the team pertaining to product knowledge, leadership/management development and skills-based training,
• Responsible for all disciplinary actions of the team, other than terminations,
• Responsible for disciplinary actions occurring while monitoring team members, or in the Director’s absence,
• Handles escalated calls and client/creditor issues, makes recommendations to upper management,  
• Ensures complete and efficient client interactions, 
• Identifies problem areas and works with the representative, manager and/or trainer to identify training opportunities,
• Creates a safe, positive and support environment for the learn,
• Researches, reviews, and investigates client and creditor documentation and client files,
• Relies on experience and decision-making skills to plan and accomplish goals,
• Performs a variety of complicated tasks while working under general supervision and able to work independently, 
• Helps in the creation of training tools/training material and handbooks,
• Any other tasks as assigned by the upper management.
• Will be part of the interviewing and hiring process,

Customer Service Site Manager Required Skills:

• Highschool diploma, general education degree or equivalent, and 3 years of related industry experience
• Previous experience credit and/or collections, financial, or call center environment,
• Able to communicate effectively both orally and in written form,
• Knowledge and use of PC Systems and MS Office applications is a must,
• Competency in a service organization environment,
• Ability to work independently,
• Self-motivated, willingness to constantly improve processes,
• Attention to detail and be able to multi-task and prioritize work on a daily basis,
• Strong knowledge of all operational processes and conflict resolution,
• Strong leadership skills,
• Demonstrates flexibility/adaptability,
• Possess excellent decision-making skills,
• Satisfactory attendance,
• Able to work in the office (This is not a work from home position),
• The ability to work a scheduled shift of 45 hours or more depending on tasks/projects and other assignments.

Many of the successful hires we have made over the past few years have come from call center environments.
We provide an in-house training program. No experience necessary.
Job Type: Full-time
Pay: $20/HR Quarterly Bonus(s)
Benefits:

• 401(k)
• 401(k) matching
• Dental insurance
• Disability insurance
• Flexible schedule
• Health insurance
• Health savings account
• Life insurance
• Paid time off
• Paid training
• Vision insurance

Schedule:

• Monday to Friday 9-6 PM

Supplemental pay types:

• Bonus(es)
• Spiff(s)

Ability to commute/relocate:

• Plantation, FL 333133: Reliably commute or planning to relocate before starting work (Required)

Work Location: One location
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By submitting your interest in this position, you provide your written express consent and agree that VentureTech Solutions may contact you regarding employment opportunities using autodialing, text and pre-recorded messaging for convenience via telephone, mobile device (including SMS and MMS - charges may apply depending on your carrier, not by us, messaging frequency varies; text STOP to cancel), even if your telephone number is currently listed on any internal, corporate, state or federal Do-Not-Call list. VentureTech Solutions, LLC provides recruitment services for Lighthouse Financial Solutions. 

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