Financial Protection Programs Lead
About The Position
The Lead Roadside Assistance Intake Agent oversees the intake process for roadside assistance requests and provides guidance and support to the Intake Agent team. Support the Roadside Contact Experience Supervisor in monitoring agent activity with a focus on call quality and communication effectiveness. Be a subject matter expert for the agent team to rely on for quick answers and resolutions of next steps. Ensure that the team is handling all incoming requests and maintaining a high standard of service and performance. On occasion as a lead agent, you may be required to take ownership of a call to deescalate or assess a situation for severity to escalate to appropriate teams for resolution. Create an environment to share and engage with the team best practices to enhance the customer experience and meet performance targets.
Requirements
- High school diploma or equivalent required; associate degree preferred.
- 2+ years of experience in customer service, preferably in a roadside assistance or call center environment.
- Proven excellence in a similar role.
- Strong communication, coaching, and conflict resolution skills.
- Ability to multitask and manage high-pressure situations with composure.
- Familiarity with roadside assistance programs is a plus.
- Proficient in basic computer applications.
Nice To Haves
- Familiarity with roadside assistance programs is a plus.
Responsibilities
- Oversee and assist the Intake Agent team in handling incoming roadside assistance calls.
- Monitor accuracy and quality of key information, communication around the membership and program benefits.
- Serve as a point of escalation for challenging situations or complex cases.
- Survey real-time performance and provide feedback to Intake Agents to ensure adherence to quality and efficiency standards.
- Collaborate with the Dispatch team to ensure smooth handoff of intake details.
- Provide training, coaching, and ongoing support to new and existing Intake Agents.
- Maintain team schedules, track attendance, and communicate workflow opportunities to ensure optimal coverage.
- Analyze call metrics and quality assurance scores creating an environment to allow agents to raise their level of performance.
- Assist with process improvements to streamline intake procedures and enhance customer satisfaction.
Benefits
- Paid Time Off
- 401(k)
- an Employee Assistance Program
- Good Sam Roadside Assistance
- discounts
- paid parental leave (if eligibility is met)
- Tuition Reimbursement (if eligibility is met)
- on the job training opportunities
- medical
- dental
- vision
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What This Job Offers
Job Type
Full-time
Career Level
Mid Level
Education Level
High school or GED
Number of Employees
5,001-10,000 employees
