ACT, Inc. Customer Care Team Lead in Iowa City, Iowa
ACT is a nonprofit organization helping people achieve educational and workplace success. Our programs are designed to boost lifelong learning in schools and workplaces around the world. Whether it's guiding students along their learning paths, enabling companies to develop their workforce, fostering parent, teacher, and counselor understanding of student progress, guiding job seekers toward career success, or informing policymakers about education and workforce issues. ACT is passionate about making a difference in all we do.
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As an ACT Customer Care Team Lead, you’ll lend your expert guidance to the team members who provide service to institutional customers who rely on a wide variety of ACT solutions to make critical decisions. In coordination with management, you will be expected to help coach and provide feedback that will enhance the team’s ability to ensure that each contact results in a positive, productive outcome.
In addition to team-building and communication skills, you’ll need to be comfortable as the “go-to” for a wide range of ACT systems, tools, processes, and policies in order to solve complex customer problems and contribute to internal projects.
When a customer sends an email, initiates a live chat or calls with a problem, the team’s responsiveness, empathy and knowledge make all the difference. Whether you’re coaching the team to deliver great service, working directly with a customer yourself, or collaborating with staff from across ACT on a new service or product, we’ll count on you to set the standard.
ESSENTIAL JOB RESPONSIBILITIES
Typical work-related activities include:
Provide daily leadership to assigned team; coordinate work, provide training, guidance, and feedback.
Personally resolve customer issues by answering questions that come in from phone calls, emails, chats, and social media about any and all facets of ACT products. You will be the front line responder for many typical contacts, in addition to handling Tier 2 contacts directly and indirectly by coaching team members on the fly.
Analyze and use data to identify the continuous learning needs of team members and conduct individual coaching sessions to ensure employees develop the skills and knowledge required to promote team, individual, and customer success.
Collaborate with team and staff in other departments to maintain smooth processing procedures, coordination of effort, resolution of problems, and a uniform application of policy.
Coordinate continuous improvement activities across the team. Identify customer pain points and drive projects to improve the customer experience through system, process, and procedural enhancements that leverage customer feedback, contact logs, and application data.
Serve as a subject matter expert for a wide variety of ACT test related services, internal applications, customer service tools, policies and procedures in order to resolve complex customer problems, participate in process improvement projects, troubleshoot technical issues, and write and maintain accurate documentation.
Minimum of 5 years customer service, help desk, telemarketing or technical support experience required.
Team lead or people management experience is preferred.
Knowledge, Skills and Abilities:
Ability to use technology to enhance decision-making and the quality of a team’s work products; fluency in Windows Operating Systems and Microsoft Outlook; Salesforce knowledge is a plus.
Ability to identify employees’ unique developmental needs and provide opportunities that maximize each employee’s capabilities and levels of achievement; develops expertise in others through coaching.
Deals effectively with pressure; remains focused and optimistic; is persistent even when faced with adversity and recovers easily from setbacks; demonstrated ability to exude patience and respect customers in emotionally charged situations.
Ability to implement effective controls that ensure the integrity of a team’s work products; holds self-accountable for adhering to rules and responsibilities.
Proven ability to develop and sustain cooperative working relationships with team members and staff across departments; encourages and facilitates cooperation within a team environment; leads by example; takes proactive measures to identify and prevent situations that could result in negative working conditions.
TravelNo Travel Required
ACT is an Equal Opportunity Employer/Minorities/Females/Protected Veterans/Disabled.