Customer Care Lead

TransCore (TRN), a subsidiary of ST Engineering, is seeking a full-time Customer Care Lead to join our team in White Marsh, Maryland.

Job Summary:

Under the direction of the Customer Care Manager, the Customer Care Lead is primarily responsible for supporting, training, and monitoring the daily activities, tasks, and projects of department staff under their direction. This responsibility includes ensuring all service requirements are protected and accounted for in accordance with standards as described in the contract and operational procedures.

Essential Duties and Responsibilities

include but are not limited to the following:

Sets objectives, tracks, and records performance measures and reports these measures to management daily.
Continually assesses department levels for performance and monitors customer feedback.
Ensures that all Customer Care Representatives are courteous, professional, and attuned to customer needs.
Ensures that the Customer Care staff is taking appropriate steps when an event needs to be escalated for resolution.
Effectively delegates work tasks to ensure that Customer Care performance measures are met. Monitors performance and enforces policies and procedures to ensure that all personnel meet or exceed expected service and performance levels.
Continually assesses training needs through auditing and monitoring. Provides staff with the appropriate tools and training to succeed.
Assists with performance reviews for TransCore employees and provides periodic feedback to staffing agencies as needed.
Audits staff to ensure quality of work is maintained at appropriate levels. Provides necessary training and support for problematic staff/processing.
Assists with the development and evaluation of Customer Care staff.
Ensures that employees follow TransCore policies and procedures.
Ability to work 7:00am - 4:30pm Monday thru Friday, and Saturdays as required.
Education

:

High school diploma or general education degree (GED)

Authority:

Receives predetermined work assignments that are subject to a moderate level of control and review. Directs subordinates to complete assignments using established guidelines, procedures, and policies.

Job Complexity:

Works on issues of limited scope. Follows standard practices and procedures in analyzing situations or data from which answers can be readily obtained. Monitors daily operations of a unit or sub-unit. Requires full knowledge of own area of functional responsibility.

Interaction:

Interacts daily with subordinates, customers, and/or functional peer groups. Interaction normally involves the exchange or presentation of factual information.

Direction:

Provides immediate supervision to a unit or group of employees, assigning tasks, checking work at frequent intervals, and maintaining schedules. A portion of time is normally spent performing individual tasks related to the unit or sub-unit.

Equal Opportunity Employer/Protected Veterans/Individuals with Disabilities

The contractor will not discharge or in any other manner discriminate against employees or applicants because they have inquired about, discussed, or disclosed their own pay or the pay of another employee or applicant. However, employees who have access to the compensation information of other employees or applicants as a part of their essential job functions cannot disclose the pay of other employees or applicants to individuals who do not otherwise have access to compensation information, unless the disclosure is (a) in response to a formal complaint or charge, (b) in furtherance of an investigation, proceeding, hearing, or action, including an investigation conducted by the employer, or (c) consistent with the contractor's legal duty to furnish information. 41 CFR 60-1.35(c)