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Customer Support Center Team Lead Orem, Utah Competitive with Great Benefits

Customer Support Center Team Lead

Location: Orem, Utah |
Salary: Competitive with Great Benefits |
Posted: 1 Nov 2019 |
Closes: 1 Dec 2019 |
Job Type: Permanent & Full-time |
Business Unit: US Retail/Cash Solutions |
Region / Division: North America |
Reference: G4S/TP/4016102/174465

Job Introduction:

PLEASE CLICK APPLY OR TEXT "JOBS" TO 561-660-9797 FROM YOUR SMARTPHONE!

The world's leading private security organization, G4S, has an immediate job opportunity for a Customer Support Center Team Lead. Team Leads are responsible for mentoring, motivating, coaching and leading a team of Support Professionals, ensuring customer satisfaction; maintaining best practices and performing quality control. As a Team Lead, you are responsible for supporting the staff with a focus on consistent delivery of an exceptional customer experience. Our Team Leads work on projects to improve the customer experience, handle challenging customer scenarios, and lead by setting a great example for others every day. A successful candidate would be passionate about innovation, comfortable working directly with customers as well as with internal personnel, and able to adapt their schedule to meet the needs of the business.

G4S is a security provider for the United States government, fortune 500 companies, nuclear power plants, oil and gas companies, airport, ports, banks, hospitals, factories, warehouses, commercial facilities, residential communities and much more.

As a full time employee of G4S, you will be entitled to the following benefits:

  • Major Medical, Dental and Vision
  • Paid vacation
  • 401K
  • Opportunities for additional training to aid in your professional development

As an employee you will also be able to participate in the Promote Me! Community. Promote Me! is available to interested current employees as a way to express interest in further advancement, as well as gain information and encourage professional development.

Further, as a current employee you will be eligible to participate in large group rates for the following benefits:

  • Critical Illness
  • Accident Insurance
  • Whole Life Insurance
  • Individual Short-Term Disability
  • Pre-Paid Legal Services
  • Identity Theft Services
  • Pet Insurance

In addition, G4S provides benefits that are automatically available to all full or part-time employees, whether you enroll in a G4S insurance plan or not. And with no premiums to pay!

  • RxCut Pharmacy Discount Program
  • Doctor on Demand
  • Qualsight LASIK Savings
  • Perks at Work: G4S Employee Discount Program
  • Alliant Credit Union
  • Purchasing Power
  • Active & Fit: G4S Fitness Center Membership
  • FinFit: Financial Wellness Program
  • DailyPay: Access your pay when you need it

G4S offers job security, excellent pay and benefits, and career opportunities. We offer entry level careers, management careers, sales careers and executive careers across the United States and internationally.


Role Responsibility:

Specific Duties and Essential Functions

  • Lead a team of 10-12 Support professionals
  • Conduct regular huddles, monitor chat rooms, and open tickets
  • Develop and enhance knowledge and effectiveness by providing on-going guidance, mentoring, real-time feedback, and motivation
  • Serve as a backup to all Customer Service positions and serve as an escalation point of contact where needed
  • Evaluate monthly performance of agents against target metrics and provide coaching/mentoring
  • Work with CSC Management to obtain additional resources for projects
  • Communicate effectively and positively, assisting team in every way possible
  • Gather data related to customer interactions and use this data to prepare reports and analyses
  • Audit calls for quality assurance and coaching opportunities
  • Works with fellow team leads to facilitate smooth transitions and maintain operational standards
  • Enforces CSC and overall company policies
  • Track team’s attendance daily; call out trends for review and coaching
  • Ensures a positive work environment, continuous learning and a high quality employment experience for the team


The Ideal Candidate:

Education, Licenses and Certifications Required

  • Must possess a high school diploma or equivalent

Type and Length of Specific Experience Required

  • Must possess a minimum of two (2) years of experience in a call center or customer service related position
  • Must possess a minimum of one (1) year of demonstrated leadership experience, to include managing a stressful and ever changing environment

Skills Required

  • Proficient computer skills including Microsoft Office
  • Effective oral and written communication skills
  • Active listening skills
  • Ability to assess and evaluate situations effectively
  • Ability to identify critical issues quickly and accurately
  • Attention to detail

Other

  • Must be at least 18 years old or the minimum age required by the state, if higher
  • Must be a U.S. citizen or a foreign citizen authorized to legally work in the United States
  • Must possess strong organizational, time management, and interpersonal skills
  • Subject to a drug screen to the extent permitted by law
  • Must be able to provide, upon job offer, a DD214 discharge document with discharge status indicated, if prior military

Physical Requirements and Environment

Environment:         Office; minimal to no exposure to extreme temperatures is expected

Major activity:        Working on PC and using telephone/radio while sitting

Physical efforts to carry out job duties:  Limited, to include some standing, bending, and limited stretching and reaching.


About the Company:

EOE Minority/Female/Disabled/Veteran/Sexual Orientation/Gender Identity

G4S is an Equal Opportunity/Affirmative Action Employer
and an Alcohol- and Drug-Free Workplace

If you have any questions regarding Equal Employment Opportunity, Affirmative Action or Diversity and Inclusion, or have difficulty using the online system and require an alternate method to apply, please contact our Corporate Human Resources Department at (800) 506-6265.

To receive an update on your application status, please contact our local office by following this link: http://g4s.us/en/Contact-Us/Local-Offices


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