Customer Service Lead at Equifax Inc. (St. Louis, MO)

| St. Louis, MO
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Equifax Workforce Solutions is hiring a Customer Service Lead in Earth City, MO! As a Customer Service Lead your role is to provide exceptional service through identifications and resolution of inquiries from Customers. Additionally, your role is to serve as the Subject Matter Expert (SME) while assisting Customer Service Agents with questions. The Customer Service Lead will occasionally assist in handling inbound customer calls providing support in the areas of inquiries, complaints regarding our service. S/He must have the ability to listen to customer needs and provide first call resolution. What you'll do
  • Provide day-to-day support to a team of agents responding to inquiries about services and automated systems that enter the CSC via phone, e-mail, or chat session.
  • Manage workflow/coverage needs and monitor overall team production, reallocating resources as needed to ensure adherence to SLAs and associated metrics.
  • Effectively manage daily transactional production of assigned team of employees through enabling appropriate work assignments, reviewing reports, resolving escalations and managing communications with clients, including trouble-shooting of issues, as appropriate.
  • Manage employee performance through adherence to Equifax requirements, documenting employee productivity against established standards, holding routine one-on-one meetings with employees, and appropriate use of disciplinary procedures, as required.
  • Manage relationships and establish effective communication strategies with clients.
What experience you need
  • High School Diploma or GED
  • 7+ years of customer service experience, with 2+ years in a lead or supervisory role
  • 1+ years' call de-escalation experience
What could set you apart
  • A college degree in business or a related field
We offer comprehensive compensation and healthcare packages, 401k matching, paid time off, and organizational growth potential through our online learning platform with guided career tracks.If this sounds like somewhere you want to work, don't delay, apply today - we're looking for you!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.
More Information on Equifax Inc.
Equifax Inc. operates in the Consulting industry. The company is located in Atlanta, GA. Equifax Inc. was founded in 2022. It has 14000 total employees. It offers perks and benefits such as Flexible Spending Account (FSA), Disability Insurance, Dental Benefits, Vision Benefits, Health Insurance Benefits and Life Insurance. To see all 77 open jobs at Equifax Inc., click here.
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