Customer Care Lead

Jackson, Mississippi

VRC
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Job Type

Full-time

Description

Title: Customer Care Lead

Reports To: General Manager

Summary: This position is responsible for interacting with customers to provide information in response to inquiries about services and handling/resolving complaints.

Essential Functions:
  • Train, explain tasks, and assist in the solution of customer problems.
  • Answer incoming phone calls, faxes, emails and respond to customer requests.
  • Identify and assess customer's needs to achieve satisfaction.
  • Handle complaints and provide appropriate solutions and alternatives within the time limits and follow up to ensure resolution.
  • Go the extra mile to engage customers.
  • Key in new box information for all accounts.
  • Data entry includes making computerized location changes, assigning customers new departments in the computer, and sending computer input to printer for printouts.
  • Responsible for taking paperwork from the "ready to be filed tray" and placing it in each customer's folder.
  • At the end of each month, responsible for storing the previous month's files in VRC boxes.
  • Work on special projects as required by the Customer Service Manager or General Manager as needs arise.
Requirements

Qualifications:
  • High School Diploma
  • Proven experience in a customer service role with leadership responsibilities.
  • Excellent verbal and written communication skills.
  • Strong understanding of customer service software, databases, and CRM tools.
  • Demonstrated ability to handle complex customer inquiries.
  • Ability to build positive relationships with high level of interpersonal skills.
  • Excellent team development and leadership skills.
  • Problem-solving and decision-making skills.
Date Posted: 21 May 2025
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