Customer Service Team Lead

About the business: For more than 34 years, VitalChek has provided an affordable, easy, and reliable way to obtain official government-issued vital records such as birth certificates. VitalChek is an official provider of online services for hundreds of government agencies nationwide, safely delivering millions of important documents every year.

About our team: At VitalChek, you're not just an employee – you're an integral part of our success story, contributing to both individuals and government agencies' success. Embrace excellence within a close team that feels like family. As a key member, you'll champion exceptional customer service, working closely with colleagues to guide customers through complex processes. Join us if you're passionate about making a difference, value teamwork, and seek a fulfilling, supportive work environment.

About the job: To ensure the highest level of service and quality to both internal and external customers by assisting and supporting the centers supervisors in a support capacity. On an as-needed basis; assist Floor Duty Supervisor, handle Customer escalations and CSR questions. Act as ambassador to new hire CSRs as well as current frontline staff. Provide feedback and guidance to CSRs and effectively document conversations. Act as point of contact for assigned team when Supervisor is out.

You’ll be responsible for:

• Providing feedback and assistance to CSRs regarding customer issues and general office policies (workstation behaviors, schedule adherence, etc) when operating on floor duty as well as to provide timely communication and documentation of conversations to appropriate supervisor.
• Being an expert of all products within our program.
• Training and assisting in customer support.
• Displaying sufficient knowledge of call center technology to be able to identify and relate technical issues in a clear and concise manner.
• Customer Service - Answering phones and respond to customer requests.
• Providing customers with product and service information.
• Following up on customer inquiries not immediately resolved.
• Recognizing and alert the supervisor of trends in customer calls.
• Identifying, research, and resolve customer issues using the computer system.
• Maintaining extremely high levels of customer security and privacy.
• Data Entry/Operations - Performing data entry by using computer specific software programs.
• Recommending process improvements.
• Additional Responsibilities as assigned - Helping provide on-the-job training for new employees. Upsell products or services. Other related duties.

Qualifications:

• Previous experience in a customer support role
• Track record of over-achieving quota
• Strong phone and verbal communication skills along with active listening
• Customer focus and adaptability to different personality types
• Ability to multi-task, set priorities and manage time effectively and work independently.
• Proficiency in Microsoft Office Outlook, Word and Excel, Strong typing, and computer navigation skills with the capacity to use multiple computer applications simultaneously.
• Ability to successfully complete the Customer Service training classes and demonstrate proficiency of the material.
• High School Diploma or equivalent preferred
• 2 years’ experience in a similar role

We are committed to providing a fair and accessible hiring process. If you have a disability or other need that requires accommodation or adjustment, please let us know by completing our Applicant Request Support Form or please contact 1-855-833-5120.

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We are an equal opportunity employer: qualified applicants are considered for and treated during employment without regard to race, color, creed, religion, sex, national origin, citizenship status, disability status, protected veteran status, age, marital status, sexual orientation, gender identity, genetic information, or any other characteristic protected by law.

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