Call Center Unit Lead - Remote US
About The Position
The Call Center Unit Lead provides advanced customer support and day-to-day operational leadership within a high-volume customer service environment. This role handles escalated calls, complex customer inquiries, team mentoring, workflow support, and accurate documentation while assisting leadership with daily operations, performance consistency, and service level expectations. Gainwell operates with a sense of urgency, but offers the opportunity to work more flexible hours. Working at Gainwell carries its rewards, with opportunities to grow your career in a company that values work-life balance, continuous learning, and career development.
Requirements
- 6+ years of customer service, telephone support, call center, or related customer contact experience.
- Experience handling escalated calls, complex customer inquiries, complaint resolution, or sensitive customer service issues.
- Experience mentoring, training, coaching, or supporting less experienced staff in a call center or customer service environment.
- Strong business, analytical, communication, documentation, and problem-solving skills.
- Experience using help desk software, telephone technology, computer software, and customer service systems.
Responsibilities
- Handle escalated calls and complex customer inquiries by researching issues, identifying solutions, and ensuring timely follow-up and resolution.
- Support day-to-day customer service operations by assisting supervisors/managers with workflow, call handling, documentation, and transaction accuracy.
- Mentor, coach, and support less experienced team members by sharing knowledge, answering questions, and helping reinforce proper procedures.
- Research customer inquiries, process requests, update account history, and document outcomes clearly and accurately.
- Review client reports, monitor daily transactions, and recommend workflow or procedure improvements to support efficiency and data integrity.
- Serve as a resource for team members, management, and customers regarding customer service issues, escalations, and operational questions.
Benefits
- medical
- dental
- vision
- 401(k) with company match
- paid time off
- company-observed holidays
- flexible vacation policy
- educational assistance
- leadership and technical development academies
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What This Job Offers
Job Type
Full-time
Career Level
Mid Level
Education Level
No Education Listed
