Job details

Customer Service Team Lead

The Customer Service (Client Liaison) Team Lead for Optima Tax Relief, LLC (“Optima”) is located in the Santa Ana, California office and reports to the Senior Director of Specialty Products. This role must lead its team by example, providing guidance to the team to achieve high-level performance and inspire personal development and growth with Optima employees. Team Leads must work with internal departments and leaders to ensure workflow and protocols are being met in a timely manner by the team. This will require thorough knowledge of the department system, process, and protocols as well as demand strong work ethic that models Optima values. As an OPP (Optima Protection Plan) Client Liaison Team Lead you will be the main point of contact for the Client Liaisons. You will be relied upon to keep Client Liaisons informed and on track with servicing the Protection Plan clients with the monthly monitoring services. As Team Lead, you will also be active in coaching and training the team from on-boarding and through their career at Optima.. Team Leads must champion Optima’s culture and Core Values and help lead the department to deliver the best customer experience.

Essential Duties & Responsibilities

In order to be provided the essential training required to be successful in this role, it is mandatory that you are present for and complete all essential/initial training onsite for a minimum of 30 days (unless prior management approval is provided). Please note that additional onsite training may be required depending on business need.
Providing leadership and support to OPP Servicing team as the Team Lead
Update the team’s productions number and manage OPP pipelines to ensure smooth client experience while supporting the team team member fulfillment.
Train and coach Liaisons on communicating with Optima's Protection Plan clients with regards to their tax account both by phone and email
Review and evaluate calls and provide weekly/monthly feedback and insight to team-members to enhance potential opportunities for improvement and efficiencies
Support and work closely with internal department Timely respond to all escalated emails or calls in accordance with OTR work protocols
Oversee the team’s pipeline, and Monitor KPIs to ensure the team is delivering services in accordance with the company’s requirements
Manage team training material
Communicate & motivate team to meet production goals
Contact clients via phone and email if needed for de-escalation
Maintain Leadership “Top 10” principles
Follow company protocols to ensure the highest level of security to protect the client Personal Identifiable Information(PII).
Other duties as assigned.

Education & Experience Requirements

High school diploma or equivalent education required.
6+ months of experience as a Team Lead (customer service and client facing) or Supervisor

Knowledge, Skills & Abilities

Type a minimum of 45 WPM (Assessment will be conducted at time of interview)
Excellent organizational, time-management, written, and communication skills.
Strong ability to multi-task
Customer Service Professional with the Ability to Build Relationships
Excellent Organizational, Written, and Communication Skills
Proficient and Comfortable with Office Equipment and systems (Computer skills – Microsoft Office, Outlook, Excel)
Competent knowledge of Salesforce preferred
Ability to remain focused and productive in a fast paced enviornment
Strong listening skills with the ability to understand and influence people.
Ability to develop your team and lead by example.
Be a team player

Job Type: Full-time

Pay: $16.00 per hour

Benefits: