Consumer Help Desk Team Lead

Universal Account Servicing LLC-posted about 5 hours ago
Full-time • Mid Level
Onsite • Parkville, MO
101-250 employees
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We are a high-growth Point-of-Sale (POS) finance company focused on delivering seamless, embedded lending experiences for consumers and merchants alike. UGA offers full-time employees a benefit package that includes employer-subsidized health insurance, dental and vision insurance, voluntary life and short-term disability insurance, a Simple IRA with a 3% match, and Paid Time Off, including 4 hours of Volunteer Time Off per year. Job Summary: The Consumer Help Desk Team Lead resolves complex consumer support tickets; monitors and assists the Consumer Help Desk I & II agents in handling support tickets, and communicates directly with the Contact Center Supervisor.

  • Resolve escalated consumer help desk support tickets and escalated phone calls.
  • Provide guidance and training to CHD agents and ASRs.
  • Track and report on support ticket updates in accordance with the merchant support ticket timeline of 5-day acknowledgment/ 15-day resolution/ 30-day completion.
  • Work with internal teams and merchants to help resolve consumer support tickets.
  • May attend internal meetings to provide technical support and expertise for consumer help desk policies and procedures.
  • Will assist with reviewing disputed support tickets and support resolution as necessary.
  • Maintain detailed records of consumer inquiries.
  • Assist in quality assurance of consumer help desk agents.
  • May help to create consumer help desk policies and procedures
  • Maintain broad and in-depth knowledge of merchant products and services.
  • Excellent organizational and time management skills.
  • Excellent verbal and written communication skills, including active listening and facilitation skills.
  • Excellent customer service skills; service-oriented and able to resolve customer grievances.
  • Strong interpersonal skills with a proven ability to collaborate with a team.
  • Demonstrated critical thinking and problem-solving skills.
  • Proficient in Microsoft Office Suite or related software.
  • Basic understanding of clerical procedures and systems such as recordkeeping and filing.
  • 5+ years of contact center experience preferred.
  • High school diploma or equivalent required.
  • Complete all required training as assigned.
  • Ability to work assigned shifts.
  • Ability to work in a shared office, private office, and/or cubicle in accordance with job duties and responsibilities.
  • Ability to be on location for client services for all work hours.
  • Effective with shifting roles, responsibilities, and expectations in a changing work environment.
  • Ability to see computer screens, read, and complete forms
  • Ability to lift to 10 pounds with the ability to push, pull, bend, reach, and sit.
  • Ability to sit for prolonged periods/work at a desk.
  • Ability to answer the phone in a busy environment – hear callers and be responsive.
  • Ability to work in a high-intensity/fast-paced work environment and be able to multi-task and prioritize.
  • employer-subsidized health insurance
  • dental and vision insurance
  • voluntary life and short-term disability insurance
  • a Simple IRA with a 3% match
  • Paid Time Off, including 4 hours of Volunteer Time Off per year
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