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GS Lead Associate, CSR - New York

Malta, New York;

Overview

Our business is making customers happy! We’re bringing humanity to business. We're the people and advanced technology behind many of the world's most iconic brands.

Ready to brighten people’s days? Whether it’s getting answers for customers quickly, consulting on products with compassion or finding resolutions for their issues with a smile, you’ll be the difference between their customer experience being just average or an exceptional one.

You’re instrumental in impacting the client, customer, and employee experience. And our customer experience team is a big reason we’re an award-winning culture and company!

Work From Home : yes

Being part of the TTEC family has its benefits

  • bar chart

    Free career development courses

  • heart withstatus bar

    Health & wellness programs

  • person sitting reflecting

    Paid time off & work-life balance

  • hand with circles on top

    Community give back events

  • trophy

    Referral & recognition programs

We’re working hard to earn your smile every day. Whether you work from home or at one of our amazing sites, we have benefits and programs to support you and your family.

Job Details

Bringing smiles is what we do at TTEC… for you and the customer. As aLead Associateworkingremotelyin New York, USA, you'll be a part of creating and delivering amazing customer experiences while you also #experienceTTEC, an award-winning employment experience and company culture.

What You’ll be Doing -

Do you have a passion to help boost performance? Looking for an opportunity to help build your leadership skills while mentoring others? Do you love conducting research and analyzing customer problems to provide a solution?You’ll put your customer service skills to the test by answering CSR questions and taking escalated customer calls to provide a positive and unique customer experience.

You'll report to Customer Service Team Lead. You’ll contribute to the success of the customer experience as well as the overall success of the team.

During a Typical Day, You’ll

  • Assist CSRs by understanding and analyzing their questions and providing accurate information for the representatives to convey to customers.
  • Provide general coaching to representatives on call handling and processing procedures.
  • Document calls for quality to review and identify areas that may require additional training.
  • Handle escalated customer calls to provide excellent service and resolve customer needs while deescalating customers’ negative experiences. 

What You Bring to the Role

  • High school diploma or equivalent 
  • 6+ months of customer service experience in tolling industry
  • 1+ years overall customer service experience.
  • Ability to mentor and inspire others
  • Must be current TTEC NY agent

What You Can Expect

  • Supportive of your career and professional development
  • An inclusive culture and community minded organization where giving back is encouraged
  • A global team of curious lifelong learners guided by our company values
  • Hourly wage of $20.15
  • Ask us about our paid time off (PTO) and wellness and healthcare benefits
  • And yes... a great compensation package and performance bonus opportunities, benefits you'd expect and maybe a few that would pleasantly surprise you (like tuition reimbursement)

Visithttps://www.hellottecbenefits.comfor more information.

About TTEC
Our business is about making customers happy. That's all we do. Since 1982, we've helped companies build engaged, pleased, profitable customer experiences powered by our combination of humanity and technology. On behalf of many of the world's leading iconic and hypergrowth brands, we talk, message, text, and video chat with millions of customers every day. These exceptional customer experiences start with you.

TTEC is proud to be an equal opportunity employer where all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or status as a protected veteran. TTEC embraces and is committed to building a diverse and inclusive workforce that respects and empowers the cultures and perspectives within our global teams. We aim to reflect the communities we serve, by not only delivering amazing service and technology, but also humanity. We make it a point to make sure all our employees feel valued, belonging, and comfortable being their authentic selves at work. As a global company, we know diversity is our strength because it enables us to view things from different vantage points and for you to bring value to the table in your own unique way.

#LI-Remote NY

Location/Division Malta, NYUnited States Job Requisition 03TKY Work From Home Yes
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Testimonial Profile

“I feel very empowered. TTEC promotes transparency and teamwork and appreciates new ideas. TTEC believes in creating better professionals and has development programs. How empowered are we that we can earn and learn at the same time?!” Ankit, Senior Manager, Sales Delivery, TTEC India

Position Profile

What makes an amazing customer experience champion? Check it out below!

  • Empathetic listener
  • Helpful
  • Organized
  • Problem solver
  • Digitally savvy
  • Trustworthy

Choose your own career path

When you join TTEC, your career path is as individual as you are. As you excel in your selected first role, you may decide that it’s the perfect fit. You’ll grow through added training and become even better. And you may also decide that you’d like to learn new skills or further expand on your previous experience. You’ll work with your manager to craft your personalized career journey. You could include growing into a team lead role, transitioning to training or workforce management, or maybe even recruitment where you’ll be a brand ambassador for that next TTEC affiliate.

Career Path

Life at TTEC

Join our talent community

Whether you like working with clients, customers, or in a business support role, we have a position you’ll rock.

Interested In

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