Under the direction of the Quality Assurance (QA) Supervisor, the Team Lead - Partner Site Helpdesk (TL - PSHD) will be responsible for being a resource for the PSHD Customer Service Representatives (CSRs) for Energy Service Technician (EST) inquiries and concerns. The TL - PSHD will also be responsible for assisting and overseeing other PSHD CSRs assigned to him/her, which includes, but not limited to assisting in the daily activities as it relates to PSHDs and ESTs compliance of Energy Service program regulations and guidelines.
Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
Provides prompt and accurate service so as to promote customer loyalty.
Ensures Partner Site Helpdesk CSRs follow schedules.
Ensures delivery of excellent customer service through providing accurate program information, effective communications, and coordinating with other departments to resolve inquires.
Acquires and maintains knowledge of all LIHEAP/Energy Services guidelines.
Handles escalations from Partner Site Helpdesk CSRs to ensure inquiries/concerns are being addressed in a timely manner.
Prepares training materials and train new team members.
Coaches and motivates Partner Site Helpdesk CSRs.
Identifies and assists in implementing process improvements.
Assists the Partner Site Helpdesk CSRs with difficult cases.
Serves a liaison between Partner Site Helpdesk staff and QA Supervisor.
Ensures CSRs adhere to Partner Site Helpdesk guidelines and protocols.
Create and edit PSHD knowledge documents.
Monitors live and recorded calls and use established monitoring protocols to provide consistent coaching.
Collaborates interdepartmentally to ensure customer, EST, and agency needs are met.
Leads and manages workload of Partner Site Helpdesk CSRs.
Leads and guides team in absence of the QA Supervisor.
Provides direction and training to Partner Site Helpdesk CSRs on best practices.
Assists management in ensuring performance goals are met.
Tracks and analyzes Partner Site Helpdesk data.
CEDA IS AN EQUAL OPPORTUNITY EMPLOYER
Required Education and Experience
High school diploma or GED equivalent.
3-5 years of prior customer service experience is required.
1 year of Call Center or Contact Center experience.
Proficient in Microsoft Office Suite, including Word, Excel, PowerPoint and Outlook.
Preferred Education and Experience
2 years of experience in Energy Assistance Programs or a relevant social service operation setting, preferred.
One of the largest private, non-profit Community Action Agencies in the country, CEDA serves more than 500,000 Cook County residents annually. Thirty programs and services are offered in the areas of children and family services, community and economic development, education, emergency assistance, employment and training, energy conservation and services, health and nutrition, housing and senior s...ervices. It is CEDA's mission to empower individuals, families and communities in attaining self-sufficiency. CEDA is an Equal Opportunity Employer