Bilingual (Spanish/English) Customer Service Coach/Team Lead
Company: Cascade Financial Technology Corp
Location: Las Vegas
Posted on: May 14, 2022
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Job Description:
Bilingual (Spanish/English) Happiness Mentor (Coach/Team
Lead)Our Bilingual Team Leads/Coaches (internally referred to as
Happiness Mentor) should possess an overall friendly demeanor, one
who enjoys assisting customers and team members alike (review our
values at CascadeFinTech.com). This person will mentor our
Happiness Agents in effort to improve their performance through
weekly one-on-one coaching sessions, assist and/or lead training
classes, assist with customer interactions (including potential
escalations), and other job-related duties as assigned or
apparent.To ensure success as a Happiness Mentor, one should have
excellent knowledge of call center procedures and expertise in
quality assurance. Ultimately, a top-notch Happiness Mentor should
be a friendly, approachable individual with effective teaching and
communication skills.Core Requirements & Expectations:Reliable
attendance and the ability to work a variety of shifts including
covering any gaps (standard schedule is subject to change based on
business needs). Department hours: 24/7/365Maintains consistent
high-quality customer interactions including professional language,
limited pauses, frequent personal connections, efficient call
times, and a friendly helpful demeanor allowing the Mentor's call
interactions to serve as excellent examples for training and
coaching purposes. Help with escalations, complaints, and reporting
with ease while maintaining a professional and courteous manner
balancing customer needs and company policies to reach an effective
resolution. Side-by-sides - Mentors Happiness Agents to maximize
performance with customer interactions in verbal and written format
including but not limited to, de-escalation processes, enthusiasm,
personal connection, active listening/proofreading, professional
language, efficient call times, email formatting, and ensure all
procedures are followed. Review and analyze performance reports
including Agent Quality Assurance Log of ticket critiques, add
feedback into the document and review areas of improvement during
one-on-one coaching sessions including action plans and/or focus
goals, correct any errors and provide coaching that is instructive
and delivered in a helpful manner. Reviews and understands Cascade
Values, the needs of Account Holders and internal Employees to make
updates to procedures, Knowledge Base Articles/training, daily
tasks, and coaching as appropriate. Contribute to performance
action plans and reviews. Help compile information for updates and
procedures; update documentation for training as needed.
Communicate effectively, efficiently, and professionally with the
team and other departments as neededBasic Skills: Works well
independently and in team environmentsAble to multitask, prioritize
and manage time efficientlyStrong Bilingual verbal and written
communication skills Excellent leadership, team building, and
managerial skillsExpected to participate in, and as applicable help
plan and implement Team Spirit Events or Company Events and
encourages participation from all team members. Experience handling
secure information (i.e. HIPAA or PCI Security) is a plusMinimum
Qualifications:Fluent in Spanish and English - all formats -
written and spoken High school diploma or G.E.D.Minimum of 3 years
of customer service call center experience.Minimum of 1 year of
supervisory experience or experience in a lead role PI177427755
Keywords: Cascade Financial Technology Corp, Las Vegas , Bilingual (Spanish/English) Customer Service Coach/Team Lead, Hospitality & Tourism , Las Vegas, Nevada
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