For over 21 years, TDB Communications, Inc. has placed over thousands of employees in various positions across the United States.  We are looking for enthusiastic, experienced Customer Service Representative Team Leads to continue to make a positive impact on our customers. 

To prepare you for this endeavor, TDB will offer paid, comprehensive training that will provide you  the tools and resources to assist our caller(s) with the highest level of service, support and professionalism. 

TDB Communications, Inc. supports a remote workforce by providing the equipment needed for the role (e.g. laptop and accessories). Candidates are required to meet specific employment conditions as outlined in our Telecommuting Policy including having a private workspace and a minimum level of 100 MBPS (megabits per second) internet download speed.  

PAY AND BENEFITS: 

• Earning potential up to $18.00 per hour through our ramp season 

• Paid Holidays

-401(k) Available! 

• PTO (after 1 year of continued service) 
• A variety of shifts that meet lifestyle and family goals 
• Fun, professional, atmosphere 
• Leadership support to ensure success in a meaningful career 
• Many opportunities for promotion and career advancement into global company

HOURS OF OPERATION: We provide support to our client from Sunday - Saturday, 7:00 AM - 7:00 PM EST. Availability for all shifts within this timeframe is required. Equipment is supplied; provided the required minimum internet service is validated. 

KEY RESPONSIBILITIES: 

• Serve as a first point of contact for CSRs when assistance is needed in handling customer concerns and escalations; provide guidance on how to de-escalate and resolve issues.   
• Ensure correct procedures are followed and answer questions from CSRs regarding consumer handling via multiple channels.   
• Propose process improvement recommendations to Supervisor or Manager; including but not limited to adding new subject codes, updating product information, suggestions for new response templates.   
• Organize New Hire On-Boarding Program.   
• Participate in client training initiatives and ensure the team has up to date materials (SOPs, FAQs).   
• Conduct contacts review and provide written direction and feedback to CSR team in terms of improving email and phone responses; provide guidance on how to better de-escalate a consumer call.   
• Assist with monitoring the overall team and individual CSRs productivity via review of reports and call monitoring; provide feedback to Account Manager.

QUALIFICATIONS: 

• Ability to learn quickly and flexibility to adapt to changing needs and urgent projects   
• Excellent interpersonal, communication, and organizational skills and the ability to work with staff with diverse backgrounds and perspectives on the use of technology in a variety of learning capacities   
• Ability to work collaboratively and effectively while handling multiple projects on various timelines in a fast-paced environment.

EDUCATION AND/OR EXPERIENCE: 

• College degree preferred with minimum of 3 years customer service experience in a leadership role   

• Strong computer experience working on multiple software programs 

• Consultative customer service skills: ability to analyze a customer’s situation and present a solution   

• Excellent interpersonal, communication, and organizational skills with the ability to work collaboratively and effectively in a fast-paced environment   

• Excellent writing skills and experience with social media management and providing customer service online across multiple channels (e.g. email, social media & chat)   

• Must be authorized to work in the US without sponsorship.

PHYSICAL REQUIREMENTS AND WORK ENVIRONMENT 

• All employees are required to wear a mask when they are in community with other employees (as recommended by CDC guidelines) 
• Prolonged sitting throughout the workday with occasional mobility required. 
• Corrected vision within the normal range. 
• Hearing within normal range. A device to enhance hearing may be provided if needed. 
• Must possess sufficient manual dexterity to skillfully operate an on-line computer terminal and other standard office equipment, including a financial calculator, personal computer, and telephone. 
• Occasional movements throughout the department daily to interact with staff, accomplish tasks, etc.

SCREENINGS REQUESTED 

  You may receive requests for background check and or drug screen regarding this employment opportunity.  Respond to all requests quickly as we anticipate filling our vacancies quickly and non-responses may result in disqualification for this opportunity. 

REASONABLE ACCOMMODATION 

If you require alternative methods of application or screening, you must approach the employer directly to request this. 

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed are representative of the knowledge, skill, and/or ability required.  

Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. Other duties may be assigned. 

EEO STATEMENT 

TDB Communications, Inc.  is an Equal Opportunity Employer. All employment decisions at TDB are based on business needs, job requirements and individual qualifications, without regard to race, color, religion or belief, national, social or ethnic origin, sex (including pregnancy), age, physical, mental or sensory disability, HIV Status, sexual orientation, gender identity and/or expression, marital, civil union or domestic partnership status, past or present military service, family medical history or genetic information, family or parental status, or any other status protected by the laws or regulations in the locations where we operate 

  Federal Contractor and E-Verify compliant. 

Required Skills Required Experience