Role OverviewAs a Team Lead in Dearborn, MI, you'll be part of creating and delivering amazing customer experiences while enjoying a unique culture. You'll lead the Customer Care agents in the Customer Relationship Center (CRC) and direct their performance, motivation, and relationships with agents, peers, and Percepta/Ford Management team.
What You Will Do
Responsibilities include operational success of the team, driving culture of Ford Customer Care, coaching for professional development, serving as a role model for excellent customer handling, promoting Ford loyalty, and meeting/exceeding quality and service level objectives.
Why It Might Be a Fit
You'll be a good fit if you have 1-3 years of team leadership or supervisory experience, 3-5 years of customer service experience, and experience in coaching others and improving performance. You'll also need strong leadership skills, basic knowledge of Microsoft Word, Excel, and E-mail, and coaching certification.
Requirements
- High School Diploma or GED
- 1-3 years Team Leadership or supervisory experience
- 3-5 years of customer service experience
- Coaching Certification
- Basic knowledge of Microsoft Word, Excel, and E-mail
- QA Certification-Track 2
- Operational Readiness
Benefits
- Health/Dental/Vision/Life Insurance
- Flexible Spending Account (FSA) and Health Savings Account (HSA)
- 401(k) with company match
- Vacation/Sick Time and Paid Holidays
- Tuition Reimbursement
- Employee Assistance Program
- Employee Discount Program
- Training and Development Programs (Percepta College)
- Employee Rewards Program (Perci Perks)
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