Our Customer Solution Team is located in LA, and is responsible for a group up to 6-10 Associates and reports to the Manager of the Outreach Program. The Representative is the front-line in assisting recipients of government funds, designed for the public who are having financial difficulties impact their ability to achieve financial stability. The Outreach Rep assists with finding solutions for consumers in providing an outlet to maintain a better lifestyle and enroll for communication services.
The Outreach Representative is responsible for coaching and team training, establishing goals, ensuring that work is completed according to established standards and procedures, and other duties as assigned.
Duties and Responsibilities:
Daily operations of ensuring compliance with department policies and procedures, applicable government and client guidelines and ensuring program reviews are conducted timely and accurately;
Coordinates work activities to achieve the volume expected to meet client expectations.
Provides feedback to senior management on issues negatively impacting compliance with servicing guidelines and regulations.
Documents Associate call trends, errors, skill deficiencies and provides feedback.
Completes and maintains individual performance plans for each direct report; meets regularly to set goals and provide training to ensure personal and professional development.
Coaches and trains team utilizing expertise and guidance on operational issues.
Receives, answers and resolves escalated issues from associates and customers.
Must work well under pressure, meeting multiple and sometimes conflicting deadlines.
Must have demonstrated ability to collaborate well with others.
Demonstrated ability to achieve goals.
Excellent communication skills.
Has knowledge of commonly used terminology, concepts, and practices within the industry.
Analytical and organized.
Bachelor’s Degree or combination of education and experience that provides the necessary skills and knowledge to satisfactorily perform essential job functions.
Open to training in managing a team in a high volume, fast-paced environment.
History of reliable attendance.
Ability to work a schedule that includes some weekends.
Bilingual (English/Spanish) a plus.